Bot Doesn’t Know the Answer: How to Add It to the Knowledge Base – “Questions to Knowledge Base” in a Binom Ticket
If the bot does not know the answer, Binom creates a ticket "Assistant did not find an answer" and a card with the customer's question. The answer you enter goes straight into the knowledge base, and next time Binom will answer on its own. You can reply directly in the ticket, in the block "Questions for the knowledge base," or in the "Cards" section.
How to add an answer to the knowledge base from a ticket
- Open Tickets and find the ticket with the source "Assistant did not find an answer."
- In the block "Questions for the knowledge base," under "Questions from this ticket that the assistant could not answer," the question is marked "No answer yet."
- Type your answer in the "Answer for the knowledge base" field and click "Save answer."
- The message "Answer saved to the knowledge base" appears. The answer becomes a knowledge card and goes into training.
If the question is not needed, click "Delete" and confirm "Delete card from the knowledge base?"
Other ways to answer
- In Cards: the "Needs attention" collection gathers questions with the status "Awaiting answer."
- In Chats: the create card icon on a Binom message saves the corrected answer. Here is how to do it.
How to check
Wait for the card status to show "Learned," then ask the same question in a new dialog. How to check that the knowledge has been updated.
Other questions people ask
What should I do if the bot did not answer a question?
Answer it in the ticket or in Cards, and Binom will remember the answer.
Can I pass such an answer on to other Binoms?
Yes, share the card. How to pass on knowledge cards.
