This section of the user guide is focused on understanding the knowledge base. To help you navigate the article we have broken it down into the following sections:

General Library

What is the General Library?

The general library is a collection of questions and answers created by Ocelot that are ready to function out of the box. General library content is already partially customized with your institution's terms and URLs. This content can be further customized to your institutional standards as needed.


Ocelot continually monitors and improves the general library by adding or modifying content due to regulatory updates, industry trends, and client submissions.


Who has access to the General Library?

The General Library page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
View Analytics
Link to Interaction (from Analytics tab)

Edit (including libraries and categories)

Add/Edit Clarifying Questions

Remove


Content Locking



For more information on user permissions, review the User Roles & Permissions article.


How do I view the General Library?


Under the Chatbot section, under Knowledge Base, select General Library.


  • The General Library page can be searched and filtered by Category, Library, and Office.

Best Practice: Instead of customizing directly in the general library, first, test the chatbot with your known FAQs and customize based on your testing. This method is more effective and efficient than trying to navigate through the full general library.


Custom Questions

What is the Custom Questions page?

Custom questions include any new questions you have created that are specific to your institution or organization. Custom questions also include completed question templates and any general library content that has been customized.


Your knowledge base of custom questions is collected and maintained on the Custom Questions page of the admin portal. 


If the question is on the Custom Questions page then it is live in your chatbot’s knowledge base. Questions can be customized further as needed.


Who has access to the Custom Questions page?

The Customs Question page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
View Analytics
Link to Interaction (from Analytics tab)

Edit (including libraries and categories)

Add/Edit Clarifying Questions

Delete


Content Locking



For more information on user permissions, review the User Roles & Permissions article.


How do I view the Custom Questions page?


Under the Chatbot section, under Knowledge Base, select Custom Questions.


  • The Custom Question page can be filtered by Category, Library, Modified by User, Webhook behavior, Locked Content, and Office.

For more information on how to customize questions, review the Creating and Editing a Knowledge Base Question article.


Question Templates

What are Question Templates?

Question templates are the top questions that Ocelot recommends you customize in order for your chatbot to be as effective as possible. Until you complete your question templates, your chatbot will provide responses from the general library. 


Completing question templates will provide a school-specific experience for your users and reduce the number of IDK ("I Don't Know") responses your chatbot provides. 


Who has access to the Question Templates page?

The Question Templates page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
Edit (including libraries & categories)

Add/Edit Clarifying Questions

Ignore


Content Locking



For more information on user permissions, review the User Roles & Permissions article.


How do I view the Question Templates page?


Under the Chatbot section, under Knowledge Base, select Question Templates.


  • The Question Templates page can be filtered by Category, Library, and Office.

For information on completing the question templates and best practices, review the Complete Question Templates article.


Moderation Queue

What is the Moderation Queue?

When you submit a new custom question, a team of AI Conversation Design specialists moderates the question to ensure your chatbot is operating at its best. 


The Moderation Queue page shows the status of your custom questions as they're being reviewed by this team. 


Who has access to the Moderation Queue page?

The Moderation Queue page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View


For more information on user permissions, review the User Roles & Permissions article.


How do I access the Moderation Queue page?


Under the Chatbot section, under Knowledge Base, select Moderation Queue.


Questions with a Pending status in the moderation queue will be reviewed within 2 business days. 

  • The Moderation Queue page can be filtered by Category, Library, and Office.


Awaiting Review

What is the Awaiting Review page?

When editing a question within the knowledge base, you can designate a date to review the question to ensure that it is still accurate.


Questions with a review date in the next 30 days will appear on the Awaiting Review page.
 

Users who have been designated to receive the awaiting review notification will be sent an email 30 days prior to the review date so the response(s) can be approved as-is or changed as needed.  

  • If you do not review the question by the date, the question will remain on the Awaiting Review page and will remain your knowledge base.
  • If you mark the question as reviewed and do not remove/update the Review Date, the Review Date will automatically be set to a year from that date. 
  • Once the question has been marked reviewed it will be removed from the Awaiting Review page.

Who has access to the Awaiting Review page?

The Awaiting Review page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
Mark as Reviewed

Delete



For more information on user permissions, review the User Roles & Permissions article.


How do I access the Awaiting Review page?


Under the Chatbot section, under Knowledge Base, select Awaiting Review.


  • The Awaiting Review page can be filtered by Office.