Table of Contents

Exchanges

Lordell Updated by Lordell

An Exchange is just like any other conversation. Exchanges 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. 

Creating a New Exchange 

  1. Create exchanges by clicking the “New” button located in the upper right-hand corner.
  2. Next, select an exchange option from the dropdown menu on the left side of the window. 
  3. After filling in the information, click the “Save” button to add this exchange to your Knowledge Library.

View/Edit Exchange Details Screen 

Clicking on an exchange when viewing from the Knowledge Base will bring you to the Exchange Details screen. This screen provides CoPilots a more detailed look at the information contained in an exchange, as well as options to add additional variants.

Variants: You have the option to add multiple variations of both inquiries and responses. 

Inquiries: For inquiries, a variant helps 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.

Responses: Adding additional variants to a response allows Capacity to store multiple answers for a single inquiry. These are particularly helpful where personality is concerned. For example, for the inquiry, “How are you today?” you may want the chatbot to respond, “Oh, I can’t complain,” or, “Livin’ the dream!”

NOTE: If there are two or more responses saved to an inquiry, Capacity will choose one at random to send to the user.  

Exchange Settings 

Show in Autocomplete: When this option is toggled on, Capacity will showcase potential inquiry matches as the user types.

Show in Clarifier: When Capacity is unsure how to respond to an inquiry, it will give the user a list of options to help clarify what the user meant. When this option is toggled on, the inquiry will be shown in the list of options whenever applicable.

Expiration: Not all information Capacity learns is evergreen. The Expiration feature enables CoPilots to set the expiration date of time-specific information, for example, policies, special events or holiday information, etc.  

Formatting Exchanges

Exchanges are formatted using a WYSIWYG (What You See Is What You Get) editor. The CoPilot Console WYSIWYG editor provides the following options for formatting exchanges: 

NOTE: To access formatting options, highlight the text you want to edit and the WYSIWYG editor will appear underneath the text.

How did we do?

Responding to Inbound Inquiries

Maintaining the Knowledge Base Library

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