Knowledge Base Management - Guidelines

Purpose

This tab improves agent responses using:

• Agent Guidelines
• Term Dictionary

Agent Guidelines

Manual entry

1. Click Add guideline.
2. Enter Question/Scenario and Answer/Guideline.
3. Click Save guideline.

Import from Excel

1. Click Import guideline.
2. Download the template.
3. Fill required columns:
   • Required: question, answer
   • Optional: type (GENERAL or SEARCH)
4. Upload file, preview, and confirm.

Term Dictionary

Manual entry

1. Click Add term.
2. Fill required fields.
3. Click Save term.

Import from Excel

1. Click Import term.
2. Download the template.
3. Fill required columns:
   • Required: term, value
   • Optional: synonyms
4. Upload file, preview, and confirm.