KnowBot advanced rules

Introduction

This article explains how some of the advanced rules can be enabled for KnowBot so it can automatically perform certain actions when a particular condition is met.

As a pre-read to understand this article better, please go through our guide on Rule based automations.

KnowBot Rules

KnowBot users will notice a new section in the product named "Manage Rules" under the KnowBot section.

To explore and setup the advanced rules, click on Set up rules.

You will now see a table that shows the rules which are available. We have 2 rules pre-seeded into the account for a quick setup. These rules are turned off by default and can be updated as required before being enabled.

  1. The first rule detects when the user shows an intent to speak with a human agent when chatting with KnowBot
  2. The second rule detects when KnowBot is not able to answer a query from the user

KnowBot detects an intent to speak with a human

Once this rule is setup, KnowBot will detect any intent from the customer to speak to a human for assistance and then take the appropriate action. Phrases such as "I want to speak to your support executive" OR "connect me to a human agent" are examples of what KnowBot will consider as an intent to speak with a human.

How to set it up
  1. To setup this rule, click on the edit icon next to the rule
  2. In the rule editor, click on the add Filter step
    1. Here you can select if the rule should apply to a particular KnowBot only or whether you want it to apply to all your KnowBots
    2. If you leave the filter empty, it will by default apply to all the KnowBots
  3. Once the filter is applied, click on the Action step
    1. Click on Action Type to choose what action KnowBot should take. Apart from routing the chat, it can send a custom message or trigger a chatbot. Details of the available actions are explained below
  4. Once the action properties are defined, click on Save changes and then switch the rule ON
Action properties
  • Route Chat: Users can choose to route the chat to a team or a particular agent.
    • For Business plan customers, an additional option for Round-Robin assignment of the chat will be available when they choose to route the chat to a team
    • There is also an option to set a Routing Message. This is an optional setting, which can be setup if you want KnowBot to send a custom message before it routes the chat to a team or agent. For example, you choose to send a custom message "Sure, I understand you would like to speak with our support team. I am now passing this chat over to our customer support executive who will help you further"
    • Once KnowBot assigns the chat to an agent or team, it is no longer assigned to the chat and will no longer answer the subsequent customer queries
  • Start chatbot: Users can choose to trigger a particular chatbot with this option
    • The list of available chatbots will be available and user must select the appropriate chatbot from the list
    • Once KnowBot triggers the chatbot, it is no longer assigned to the chat and will no longer answer the subsequent customer queries
  • Send KnowBot message: With this action, users can configure the message KnowBot should send to the end user when it does not know the answer to a query.
    • If this action is chosen, KnowBot will still continue to remain assigned to the chat and will continue answering the subsequent customer queries

KnowBot is unable to answer a query

In this rule type, KnowBot can be configured to take an action if it is unable to answer a customer query. The most common occurence of this event is when KnowBot has been trained on domain knowledge A and customer asks a question about domain B. For example, KnowBot could be trained to answer queries about Wati and its products but if the customer asks a question about Facebook, KnowBot will be unable to answer the query and will take the action as configured in this rule.

The setup process for this rule remains the same as the previous rule explained above.

The number of KnowBot rules enabled will count towards the total number of automation rules allocated to customers based on their subscription plan. There is no other charge for using these rules and there is no charge for the number of times these rules were triggered during a chat.

How did we do?

Triggering KnowBot from a Chatbot flow

AI powered KnowBot

Contact