Knowledge Management

The Knowledge page is your central hub for managing everything your bots know. It has three tabs: Sources, Recommendations, and Capability Gaps.

Sources Tab

Viewing Your Knowledge Base

The Sources tab shows all your knowledge sources organised in a hierarchical folder structure. You can see:

• Folder hierarchy: Expand and collapse folders to browse.
• Source details: Name, type (URL or snippet), processing status, and which bots use each source.
• Bot assignments: Icons showing which bots have access to each source.

Creating Folders

Organise your knowledge into logical groups:

1. Click "New Folder" at the top of the sources panel.
2. Enter a folder name (e.g., "Product Documentation", "Pricing", "Internal Policies").
3. Optionally nest it inside an existing folder.

Folders can be nested to any depth. When you assign a folder to a bot, all sources within it (including nested subfolders) are included.

Adding Sources

1. Click "Add Source".
2. Choose URL or Snippet.
3. For URLs: enter the web address. ChatSignals will crawl and index the page content.
4. For Snippets: enter a name and write the content directly.
5. Optionally place the source in a specific folder.
6. Click Save.

Sources are processed automatically after creation. URL sources may take up to a minute to crawl and index.

Managing Sources

• Move: Drag sources between folders to reorganise.
• Edit: Update snippet content or source names.
• Delete: Remove sources you no longer need.
• Reprocess: Trigger a re-crawl for URL sources if the page content has changed.

Recommendations Tab

ChatSignals analyses your conversations and identifies knowledge your bots are missing. The Recommendations tab shows these AI-generated suggestions.

What You'll See

• Actionable recommendations count: How many new recommendations need review.
• Recommendation cards: Each with a suggested topic, evidence from conversations, and a relevance score.

Acting on Recommendations

For each recommendation, you can:

• Create Snippet: One-click to create a new knowledge snippet pre-filled with the suggested content. Edit it to match your voice and accuracy standards, then save.
• Dismiss: If the recommendation isn't relevant.

Recommendations update automatically as new conversations come in. Addressing the top recommendations is one of the fastest ways to improve your bot's performance.

Capability Gaps Tab

While recommendations suggest what content to add, capability gaps show you where your bot is specifically struggling.

Understanding Gaps

Each gap represents a topic or question type where:

• The bot couldn't find relevant knowledge to answer.
• The bot's confidence in its response was low.
• Customers had to be escalated to a human agent.

Gap Details

Click any gap to see:

• Topic description: What area the gap covers.
• Conversation count: How many conversations exposed this gap.
• Priority score: Based on frequency and customer impact.
• Conversation links: Direct links to the relevant conversations so you can understand the context.

Prioritising Gaps

Focus on gaps with:

1. High conversation count: These affect the most customers.
2. High priority score: These have the biggest impact on customer experience.
3. Clear patterns: If many conversations ask the same question in different ways, a single knowledge source can address them all.

Best Practices

• Review weekly: Check recommendations and capability gaps at least once a week.
• Organise early: Set up a folder structure that mirrors your product or team before adding lots of sources.
• Assign to bots carefully: Not every bot needs every source. Keep bot knowledge focused on their channel's purpose.
• Keep sources current: Re-crawl URL sources periodically, especially after product updates.