Exchanges

Overview

An Exchange is just like any other conversation. They are made up of inquiries and their responses. 

  • Inquiry - An inbound question from a user. Inquiries are essentially prompts that, when triggered, tell Capacity which responses to return. 

  • Response - What is returned by Capacity when it matches to an inquiry. 

Exchanges are stored and organized in Dialogues and Folders within your Knowledge Base. 


Creating a New Exchange 

To create a New Exchange you must first create or navigate to a Dialogue. Once in the Dialogue, click on the "Add Exchange" button located in the upper right-hand corner.


Next, create your inquiry by clicking on the plus icon. A dialogue box will appear where you can enter the inquiry. Don't forget to hit save when finished!

Note: Best practice is to have 3-4 inquiry variants on each exchange to help Capacity understand all the different ways a user may ask a question. For example, “How are you?” and, “What’s up?” are synonymous phrases, but may appear very different to a chatbot.

We recommend you use Capacity's AI Variant Generator (AI Tools must be turned on) to generator additional variants using AI in a single click.

Finally, choose whether you want the response to be a Simple Message or a Guided Conversation. Once you make your selection you will be taken to the Edit Exchange screen to draft your response. 


View/Edit Exchange Details Screen 

Clicking on an Inquiry or Response in the Exchange Details screen provides a number of options. 

Inquiry Options

Show in Autocomplete and Clarifier: When this option is toggled on, the inquiry will be previewed to the user as a potential match in the Web Concierge. It will also be returned by Capacity as part of a clarifier. 

Response Options

Expiration: Not all information Capacity learns is evergreen. The Expiration feature enables you to set a start and end date for time-specific information, for example, policies, special events or holiday information, etc. To add an expiration, click into the response so it turns into edit mode. Add the the start and end date and click save. 

Formatting: Text in responses can be formatted by highlighting the specific text and the formatting options will appear. When you finish your formatting, click Save in the bottom right.

  • Bold
  • Italicize
  • → Blockquote
  • Hyperlink options below:
    • Url: Paste the Url in the Target Location field.
    • Email address: Format as: Mailto:support@capacity.com in the Target Location Field. (There is no space between mailto: and the email address.)
    • File: Click the Link to File Tab. Select your file, and add a specific page number in the bottom left if desired. Click Insert.
    • Phone number: Format as: Tel:123-456-7890 in the Target Location Field. (Does not matter if there is a space or not between Tel: and the phone number.)

Bulk Exchanges

To add exchanges in bulk, follow the steps below:

  1. Download this template.
  2. Add your responses (answers), your inquiry variants (questions), and an expiration date (optional).
  3. Send your completed template to your Customer Success Manager or support@Capacity.com.
  4. For best practices on creating exchanges, see detail below.

Link to Exchanges

To link to an exchange or guided conversation, follow the steps below:

  • Format a URL as follows: https://{{your_url}}/?concierge_query={{variant}}
  • replace {{your_url}} with the URL for the site your bot lives on (for example; https://support.capacity.com/?concierge_query={{variant}}
  • replace {{variant}} with a variant for your test question.
  • If your variant has any spaces, replace the space with "%20"
  • For example; https://support.capacity.com/?concierge_query=Hello%20Capacity

Best Practices for Exchanges

Inquiry Variants
  • In order to get the best match possible, we suggest that you create 3-4 variations of how a question can be asked. The more variants you add, the better the match rate will be over time.
  • We suggest that you keep the inquiry variants short and sweet (no run-on sentences, or multiple sentences in one variant).
  • Variants should never include personal data, such as name, IDs, etc.
  • Punctuation is optional on variants.

    Paramater Variable: 
    • Using a [PARAM] variable allows you to ask for something that could have multiple ways to ask a question, while using one variant instead of multiple.
    • For example: Instead of asking, or having a variant for "Are we off for President's Day?" you can use "Are we off for [PARAM]?".
    • Note: Be sure to turn off the Autocomplete option for PARAM Variants. 
Responses
  • Reiterate the inquiry variant in the response when possible. Having their inquiry repeated makes the user feel confident that the chat bot has given them the response to their question.
  • Try to keep the responses short and sweet. Because of the size of the chat bot interface, users will more easily consume shorter responses.
  • Bold or italicize key terms to draw attention to important facts like contact information, or hyperlinks.
  • When needed, direct the user to the source of information by providing a hyperlink.





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