Adding answers and skills to the bot is not difficult. It's quick and easy; especially when making use of the excellent bot answer import functionality.

Once the answers are in the system there are wider-reaching, data management questions we must address: How do we ensure that we can manage our answers effectively? How can teams quickly find questions relevant to them? What can we do to prevent duplicate answers from being created? Can we ensure we match training opportunities to the correct answers?

Fortunately, you have two great tools at your disposal: Owners and Tags.

An image depicting Answer Owners and Tags.

Getting started

Tags can be added to an answer or skill in the Tags section, beneath the Answer/Skill title. Existing tags can be renamed or deleted by clicking the edit icon to the right-hand side of the tag dropdown. 

Owners can be assigned on the Bots > Answers page. Presently, Owners can only be assigned to answers and not skills.

In addition to being able to add tags whilst creating an answer or skill, tags can be added to existing answers on the answer or skills pages. There is no limit to the number of tags that can be applied. 

Once created, Filters on the answer or skills pages allow you to quickly filter by a number of criteria, including tags - making it easy to find the exact information you're looking for.

An image showing how answers can be filtered by Tags or Owners

Here are some great ways to begin maximising the potential of tags:

  • Any program-specific answers can be tagged accordingly, allowing those stakeholders an easy way to find answers they're responsible for maintaining.

  • Common topics can also be tagged. Using filters (see the first screenshot in this article), it's easy to group answers or skills.

  • Tags can also be used for managing user tasks within the Chat application. For example, in the image above you'll notice tags named To Be Reviewed and Time Sensitive. This is a quick way of flagging answers that need actions — such as information that will go out of date after a certain period.

Editing / deleting tags

Making spelling errors is, unfortunately, all too easy! Fortunately, editing or even removing existing tags is straight forward.

Navigate to Bots and to either the Answer or Skills tab. From there, look for the Tags column header. Selecting either +Add Tag or an existing tag will open up a dropdown menu which will display all of the available tags on your account. By clicking the pencil icon to the right of your chosen tag, you'll open a pop-up modal which will allow you to edit and Save or Remove the tag.

Please note, for users with multiple bots, removing a tag from one bot will delete it permanently from your account.

Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.

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