Connect ChatBot with KnowledgeBase app

KnowledgeBase is customer support and effortless self-service software that helps you manage your customer education process. It encourages self-service so that your customers can solve their problems anytime and helps your support teams decrease the total support time. 

By connecting ChatBot to KnowledgeBase, your customers can receive article suggestions during the chat with the bot.

In this article, you will learn how to create a KnowledgeBase and ChatBot webhook and add it to the story.

How to create a webhook in ChatBot

1. Go to the ChatBot dashboard and select your bot story or create a new one.

2. Click on the Integrations icon at the top right corner.

3. Choose “Webhook” from the list.

4. Confirm your selection by clicking on the “Create new webhook” button.

5. Fill in the form with the following details:

   Webhook name: KnowledgeBase

   Webhook URL: https://api.knowledgebase.ai/integrations/chatbot-answers

   Verification token: knowledgebase-verification

   Headers: 

   Key: X-Forwarded-License

   Value: your KnowledgeBase license number 

6. Select Save.

How to add the KnowledgeBase webhook to your story

1. Add a User input and use the brackets symbol. Choose Any Entity to collect the whole user response. If there are any articles that match the user query, they’ll be returned as cards. 

2. Add the Webhook block right after the User input block. Select the Webhook block and choose KnowledgeBase.

You cannot change the article title or contents that are displayed in the integration, but you can pick the image that is displayed along with the card. In order to set the image, you need to go to the Help Center section of the KnowledgeBase app and change the Preview image in the Appearance section.

You cannot change the article title or contents that are displayed in the integration, but you can pick the image that is displayed along with the card. In order to set the image, you need to go to the Help Center section of the KnowledgeBase app and change the Preview image in the Appearance section.

3. Add a Bot response block in case no articles are found in your KnowledgeBase. Enter your response and select Add filter.

4. Choose Add filter for the custom attribute. It should be configured as follows:

4. Save and close.

Remember that the integration will only return the top 3 articles, even though the search could yield more results.

Remember that the integration will only return the top 3 articles, even though the search could yield more results.