HELP FILE

Best practice of creating conversational articles

The new Conversational Designer expands the old Article Editor capabilities so that, in addition to simple search-based articles, it supports building rich conversations with multiple questions and answers. This process is based on using external data sources in two steps: link an external data source to the Bold360 Admin Console and design a conversational business logic on top of it. The new process requires minimal to no technical expertise, depending on the complexity of the conversation.

To create a conversational article based on a CSV spreadsheet or a JSON file, you must do the following:

  • Task 1: Create dynamic content for your conversational article in a spreadsheet or a JSON file
  • Task 2: Create an entity in Bold360 ai
  • Task 3: Create an article that references the entity

Task 1: Create dynamic content for your conversational article with a CSV file

Decide what you want to provide as dynamic content and create a CSV sheet or a JSON file containing that information. For information on using a CSV file, see How to use Google Spreadsheets to create a CSV Entity?

When you use JSON for your content, create a file with standard JSON syntax. It's always best to validate your code with a validator, such as https://jsonlint.com/. When you try to upload an invalid file, Bold360 simply rejects it without specifying the issue with the file. The following is an example JSON code:

[
	{
		"id": 111111111,
		"name": "Anna Banana",
		"city": "Baltimore"
	},
	{
		"id": 222222222,
		"name": "Mike Crueger",
		"city": "Philadelphia"
	},
	{
		"id": 333333333,
		"name": "John McKornick",
		"city": "Boston"
	}
]

Task 2: Create an entity in the Bold360 Admin Console

By using Entities in Bold360, you can turn your data into smart chatbot conversations. Entities essentially serve as a database for the information that the bot needs to answer your customers' questions.

To create an Entity, follow the instructions in this article.

Task 3: Create an article that references the entity

Create an article that serves as a generic template for the bot's response. For more information, see this article.

Once you created an article, customers will have the following experience in the conversational widget:

For more information on conversational articles, see How does a conversational article "talk" to the customer.