Managing a chatbot

Chatbots are where you use your intents and knowledge base. It’s also where you create bot flows, which are the guided paths you build to answer questions and bring in your data via APIs and scripts.

Once a chatbot is added, you can connect it to an intent group and knowledge base, and adjust the control options for each.

Requirements for creating a chatbot

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to add a chatbot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. In the Chatbots tab, click Add Chatbot and specify the following:
   • Name: Enter a display name to help identify the chatbot.
   • Description (Optional): Enter a description for the chatbot.
4. Click Continue: Details.
5. Under Associated Knowledge Base, select a knowledge base or a knowledge base group from the drop-down menu.
6. Under Associated Intent Group, select an intent group from the drop-down menu.
   Note: To add associated knowledge base and intent group later, go to your chatbot settings.
7. Click Continue: Languages.
8. Under Default Language, select the language your bot will support from the drop-down list.
9. (Optional) Click Other languages to copy and machine translate bot flows to select all the supported languages on the chatbot.
10. (Optional) Under the Languages with localized knowledge base articles, select the languages you want to add. The bot displays this information in the user’s language.
11. (Optional) Under the Languages with no localized knowledge base articles, select the languages you want to add. The bot flow and bot responses text will be translated in the selected languages, but no knowledge base articles will be included.
12. Click Save.

How to rename or delete a chatbot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Chatbots tab.
4. To the right of the chatbot you want to rename or delete, click the ellipses icon and then select one of the options:

• • Edit: Edit the chatbot’s name or description.
  • Delete: Delete the chatbot.

Note: In the Chatbots tab, you also have the option to click on the chatbot name to open the settings. Then, click the pencil icon next to the chatbot name to edit its name or description.

How to edit the chatbot language settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Chatbots tab.
4. Click the name of the chatbot for which you want to edit the language settings.
   This will open the Settings tab.
5. Under the Details tab, click Edit next to Language.
   • Click Other languages to copy and machine translate bot flows to select all the supported languages on the chatbot.
   • Under the Languages with localized knowledge base articles, select the languages you want to add. The bot displays this information in the user’s language.
   • Under the Languages with no localized knowledge base articles, select the languages you want to add. The bot flow and bot responses text will be translated in the selected languages, but no knowledge base articles will be included.
6. Click Save.

How to customize the chatbot display name and avatar

You can customize the display name and avatar of the chatbot by selecting a name and uploading or choosing an image from the assets library. This setting is only applicable if you are following through a Zoom Virtual Agent campaign.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot for which you want to customize the display name and avatar.
   This will open the Settings tab.
4. Under the Details tab, click Customize next to Display name and avatar.
5. In the Display name and avatar window, provide the following information:
   • Enter a display name for your chatbot.
   • Upload an avatar from your device or assets library.
     You will see a preview of your chatbot with your preferred display name and avatar image as you customize it.
6. Click Save.

How to edit the chatbot's intent group

You can choose which intents your chatbot should use by connecting it to a specific intent group. This is useful if you have only certain intents you’d like a specific chatbot to use.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot for which you want to edit the intent group settings.
   This will open the Settings tab.
4. Under the Intent Settings section, you can do the following:
   • Next to Associated Intent Group, click the drop-down list to change the intent group. Search for the domain name in the search bar or select a new intent group name from the list, then click Save.
   • Next to Intent Matching Attempts, click Edit to change the number of consecutive tries to find a suitable intent for the user's query before resorting to the default support channel.

How to edit the chatbot's knowledge base

Knowledge bases are a collection of information from various sources that the chatbot will use to respond to queries. When this is connected, your chatbot will search all available knowledge bases that are on the account.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot for which you want to edit the knowledge base settings.
   This will open the Settings tab.
4. Under the Knowledge Base section, you can do the following:
   • Next to Associated Knowledge Base, click the drop-down list to change the selected knowledge base.
   • Next to Knowledge Base Segments, click Manage to edit or delete the knowledge base segment.
   • Click Add knowledge base segment to add a new knowledge base segment.
   • Next to Solution Matching Attempts, specify how many knowledge base solutions are shown before showing default support channels. You can choose to show only the most confident solution or up to three confident solutions.
   • Click the Open links in new browser tab toggle to open article links in a new browser tab. The chat window will reload and retain all conversation history.

How to connect the chatbot to a support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot you’d like to connect to a support channel.
   This will open the Settings tab.
4. (Optional) Under the Support Channels section, select the Support Confirmation checkbox to show a message before presenting support channels.
5. Under Default Support Channels, click Manage Channels and select one the following:
   • Contact Center: Select to explicitly route users to Contact Center, or use it as a support method.
   • Third Party Channels: Select from the list to access support via integrated third-party services or platforms.
6. Click Next.
7. Select under which conditions to show selected channels.
   • Clicking the Use Bot Flow toggle activates the routing of users to this subflow when this specific support escalation type occurs.
8. Click Save.

How to manage and edit bot responses

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot for which you want to view and manage bot responses.
   This will open the Settings tab.
4. Under the Bot Responses section, click View and Manage Responses.
   This will bring you to the Default Bot Responses page.
5. Click the ellipsis icon next to the bot response you want to edit and then select one of the options:
   • Edit Bot Response: Edit or enter a new bot response then click the check icon next to it.
   • View Support Channels: This will bring you to the Support Channels> page where you can add a channel or create a form using fields provided by a CRM you have connected with in Integrations.
   • Reset to Default Response: Restore the bot response to its original default setting. Any customizations made to the response will be removed.

Note: In the search bar, you can search for user actions and bot responses and then filter them based on the type of responses, such as Support, Intent Match, Knowledge Base, and System.

How to adjust the intent and knowledge base threshold setting

When you use the Test Bot feature, each answer also displays the matched intent or knowledge base and the confidence score. If you see frequent inaccurate answers in intents or knowledge base content, there are two ways to address it. You can either provide more coaching to your bot, or adjust the intent or knowledge base threshold settings. The higher the threshold, the more confident your bot is that the answer is correct. However, if the threshold is too high your bot might not return any answer at all. The default thresholds for both intents and knowledge base content is .60 (60%).

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the name of the chatbot you’d like to view and manage bot responses.
   This will open the Settings tab.
4. Under the Advanced Settings section, adjust the following:
   • Intent Threshold: Confidence level for a bot to be able to respond with a matched intent.
   • Knowledge Base Threshold: Confidence level for a bot to be able to send a knowledge base response.

How to access the bot simulator

Bot flow designers can test sub-flows independently without navigating through the entire main flow. The test bot displays relevant parameters like variables, intents, and knowledge base phrases needed for testing a particular sub-flow.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. In the upper-right corner, click the Bot Simulator next to the Publish button.
   You will be directed to the Bot Simulator page.

How to publish or unpublish a chatbot

Whenever you make changes to your bot, make sure to click the Publish button next to the chatbot name.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
   In the Chatbots tab, you will see the status of the chatbots in the Published column.
3. Toggle the switch in the Published column to publish or unpublish a chatbot.
   Alternatively, you can also click the chatbot name to open it. Next to the chatbot's name, click the Publish button.