Question Templates are top questions that will increase your bot’s effectiveness when customized with school-specific responses.
Using the navigation pane from the top left corner of the homepage, navigate to the Question Templates area in the Knowledge base.
Use the funnel icon to filter the templates to those that belong to your applicable content area:
Open each question using the drop-down arrow on the right-hand side of the question.
Click either Edit to create a custom answer, or Ignore to remove the template from your bot's Knowledge base. If you ignore a template, your chatbot will continue to utilize the response from the General Library, if applicable. Question Templates can not be 'hidden' (and preserved for review at a later time).
Prior to implementing a template, review our Question Template Best Practices below.
If implementing the template, edit the question’s response as needed by either completing the template’s instructions or deleting the template language altogether and creating your own custom response before saving.
If you choose to edit the text in the Response box, there are a few things to note. Within the textbox, you will see both the Current Response and the Customizable Response. The Current Response shows the answer the chatbot is currently providing to chatbot users. The Customizable Response is a recommended template that you can edit to customize the response to your institution’s specific guidelines. If you choose to customize the response in any way you must delete the Current Response text. Once you start editing the answer, everything that appears in the Response textbox will display in your chatbot including text such as Customizable Response if you do not delete it.
In most cases related to Question Templates, you will NOT want the question to expire and be removed from your Knowledge base in the future, but you may want to set a Review Date for the system to remind you in the future to review your response and ensure it remains accurate.
Click Save. Move on to the next Question Template and repeat these steps until all templates are complete.
Once all offices have completed all the available templates, the Question Templates counter on the homepage will display that there are no remaining outstanding templates.
Completed templates will go live in your Chatbot approximately 15 minutes after saving.
Question Template Best Practices