Table of Contents
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
- Create exchanges by clicking the “New” button located in the upper right-hand corner.
- Next, select an exchange option from the dropdown menu on the left side of the window.
- 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.
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.
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.