The AI-Powered Answers feature is available as an App for customers. You will need the appropriate version of the Conversations app to access AI-Powered Answers. To learn more, contact your Account Manager.

In this article, you will learn how to add an article to the knowledge base in Conversations. You will also learn about answer targeting and how to edit and delete existing articles.

Articles in Conversations

What are articles in Conversations?

You can create, save, and import articles within the Knowledge area in Conversations to build an internal knowledge base. Then, use articles as predefined answers to resolve requests, either manually or automatically. Articles are usually based on frequently asked questions that you receive from employees and often include policies, guidelines, or other internal documentation.

What can I use articles for?

Use articles to save time when manually replying to an employee request. You can also use the AI-Powered Answers feature to automatically suggest existing articles as answers to employee requests.

You can add an article in the following ways:

From the Articles tab.
From the request detail.
By importing an article from an existing knowledge base (Confluence, Notion, or Sharepoint).

Note
Before you begin to add articles to your knowledge base, refer to the guidelines in our best practices. Following these guidelines will help the algorithm to make better suggestions within the AI-Powered Answers functionality.

Ways to add an article

Create an answer from the Articles tab

This option is useful when you already know what content to create, or if you want to link to an external source.

To create an answer from the Articles tab, follow these steps:

Go to Conversations > Manage > Knowledge. The Articles tab will be open by default.
Click Add answer at the top-right of the page.
Enter a title and enough content to answer the question. You can also do the following:
▶︎ Add an attachment
▶︎ Add targeting parameters
Click Add answer.

Create an answer from the request detail

Use this feature to save the information you sent in a reply to a previous request. That way, it's available for experts to use in future.

To create an answer from the request detail, follow these steps:

Go to the request that contains the reply you want to save.
Click the three-dots icon to the left of the reply and select Add as answer.
Enter a simple title and enough content to fully cover the topic in question. You can also do the following:
▶︎ Add an attachment
▶︎ Add targeting parameters
Click Add answer.

Integrate an existing knowledge base with Conversations

If you already have a knowledge base in place, specifically Confluence, Notion, or SharePoint, you can integrate them with Conversations. Once integrated, you can import any relevant articles from these platforms to your Conversations knowledge base.

The imported articles' information and title sync in Conversations and the requester will always be directed to the external source. This gives you and your experts access to a wide range of knowledge to use to resolve employee requests.

Tip
If you use a knowledge base that's not yet integrated, you can add a hyperlink in the content of the answer you create, or add it as an attachment.

Confluence

To integrate Confluence with Conversations, follow these steps:

In Conversations, go to Settings > Organization > Integrations.
Under Knowledge and policies, go to the Confluence row and click Connect.
Enter the URL and username from your Confluence account. Note: Make sure to fill out the URL without the /home.
Go to https://id.atlassian.com/manage-profile/security/api-tokens and create a new API token—copy this token and enter it into the relevant field in Conversations.
Click Submit to connect the integration.

You should now see the Add from button at the top right of the page.

SharePoint

To integrate SharePoint with Conversations, follow these steps:

In Conversations, go to Settings > Organization > Integrations.
Under Knowledge and policies, go to the SharePoint row and click Connect.
Open the specific SharePoint site that you want to sync.
Back in Conversations, enter the SharePoint site identifier. Find this in your SharePoint site hyperlink: https://youraccount.sharepoint.com/sites/SiteIdentifierHere/.
Select the Approval method.
▶︎Admins can choose to go directly to the approval page.
▶︎Non-admins can choose to receive a link that they can share with an administrator to authorize the integration.
Click Next.
You'll be re-directed to your Microsoft account to authorize the integration. You might need to log in using your credentials as part of this step.
Complete the connection of the integration.

You should now see the Add from button at the top right of the page.

Note
We currently allow one site to be connected at a time. The integration only supports Pages that are hosted directly in SharePoint.

Import an article from an existing knowledge base

If you have already integrated an existing knowledge base with Conversations, then you can import articles from this knowledge base. Currently, you can import articles from Confluence, Notion, and SharePoint.

To import an article from an existing knowledge base, follow these steps:

Go to Conversations > Manage > Knowledge.
Click Add from at the top-right of the page.
Select the source that you are importing the article from, for example, Confluence.
In the dialog that appears, use the search bar to find the page you want to import.
Click Add to the right of the page name.
Click Add this page only to only include that single page in the automation or
click Also add sub-pages to include that article and all of its sub-pages in the automation.
Close the dialog and refresh the page.

Tip
To add targeting, click on the article in the Articles tab and click Targeting > Edit answer. Define your targeting criteria and click Save changes.

Manage articles

Answer targeting

Targeting allows you to refine the automatically suggested answers for employees based on their information in Personio. This helps to ensure that the right article is suggested to the right person. This is useful if, for example, you have multiple versions of the same policy for different departments, or if certain articles only apply to employees in leadership positions.

You can define targeting based on the filters shown in the table below.

If the following filters are selected	then the article will be suggested to
Office	employees who are based in a specific office or multiple offices
Department	employees who work in a specific department or multiple departments
Supervisors	employees who have at least one direct report
External users	users who do not have a profile in Personio (Office visitors, etc.)

If you do not define any targeting parameters, then the answer will be suggested to:

Employees in all the offices.
Employees from all the departments.
Both supervisors and non-supervisors.
Employees with a Personio profile only.

Edit or delete an existing answer

To edit an existing answer, select the answer in the Articles tab and click Edit answer.
To delete an existing answer, select the answer in the Articles tab and click Remove > Confirm.

Deleting an article from an integration only deletes the link in Conversations. It doesn't delete the original article in the respective knowledge base.

Best practices

Below are some best practices to help the algorithm make better suggestions.

Write as your employees do

Short, concise articles with descriptive titles make for the best suggestions.
If you want your articles to be found easily, write them using the same kind of language that your employees would naturally use to ask a question on the topic.
If your employees tend to use various words to describe the same topic (for example, "vacation" or "holidays"), make them easier to find by including both possible phrasings in your articles.
If you have specific keywords that you want our algorithm to consider, and that are difficult to incorporate into the text, add them at the end of the answer.

Only add articles that you're happy to be automatically suggested to employees

If you don't want an answer to be suggested to users (for example, because it includes sensitive information), consider adding it as a saved reply instead.
Saved replies can only be used by you directly when answering the employee in Conversations.

Try it out yourself

Once you have added a new article to the knowledge base, it's ready to be suggested within one minute. Try to ask the Conversations chatbot a question that you know should result in this article being suggested.
Remember to also give the chatbot feedback to help train it to suggest better articles.
You can also use the Auto-Answer Playground to try different questions to see what answers would be suggested.

What can we help you with?

Add an article to the knowledge base