Preparing a Knowledge Base for Replies

Reveto drafts each reply from the knowledge base a channel is set to use, and writes no draft when the facts aren't there. Here is how content is picked, and how to set up a client's knowledge base so replies are right.

Choose what each channel answers from

Each connected Facebook Page has reply settings for Messenger and for Instagram, and the website chat has its own. The Instagram settings start as a copy of the Messenger ones. The 'Answer from' setting has three options:

• 'Every knowledge base this company can read': every knowledge base in your account.
• 'Only these knowledge bases': the knowledge bases you tick.
• 'Only these sections': the sections you tick inside those knowledge bases.

How a reply is drafted

1. Reveto turns the customer's message into a few search phrases in the words a knowledge base would use.
2. It searches the knowledge bases the channel may use and loads the matching sections.
3. An AI model ranks the passages by how well they answer the message. The draft reads passages from at most eight sections.
4. The reply is written only from those passages, in the tone and language set for the channel.
5. The draft lists the sections it used, so you can check each fact.

A draft never invents a price, a date, a policy or availability. If the knowledge base covers only part of a question, the reply answers that part and says a colleague will confirm the rest. Greetings and thank-yous get a short reply without the knowledge base.

When the knowledge base has no answer

• No draft is written. In review mode the question waits in the queue with 'The knowledge base had nothing on this question.'
• On autopilot, Reveto sends the message you set in 'When the knowledge base has nothing, send', or stays silent if you left it empty. Either way the question stays in the queue.
• Insights groups the unanswered questions of the last 30 days by topic, however customers worded them.
• 'Add to knowledge base' on a topic writes your answer into a knowledge base you can edit. Pick the 'Knowledge base', 'Section' and 'Subsection', or choose 'New subsection…'. The answer has to go into a section without subsections.

Set up a client's knowledge base

• One knowledge base per client, built only from that client's material.
• Give the facts people ask about after an ad their own sections: offers, prices, opening hours, location and parking, booking and cancellations.
• Put an end date on every offer, for example 'Free whitening consult until 31 May'. A draft repeats what the knowledge base says, so an undated offer reads as current.
• Remove a promotion the day it ends. Edits apply to the next draft.
• Write facts plainly, in the words customers use. Search starts from the customer's own words and then adds similar phrasings, so plain wording is found most reliably.
• Generate the knowledge base in the language most of the client's customers write in.
• Leave out internal records such as order lists, invoices and customer names. Replies won't quote them, but they add noise to what the draft reads.