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 domain and knowledge base, and adjust the control options for each.

This article covers:

Prerequisites for creating a chatbot

How to add a chatbot

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Virtual Agents.
  3. In the Chatbots tab, click Add Chatbot.
    The Add Chatbot dialog box will appear.
  4. In the Add Chatbot dialog box, specify the following:
    • Name: Enter a display name to help identify the chatbot.
    • Description (Optional): Enter a description for the domain.
  5. Click Continue: Details.
  6. Under Associated Knowledge Base, select a knowledge base or a knowledge base group from the drop-down menu.
  7. Under Associated Intent Domain, select an intent domain from the drop-down menu.
    Note: To add associated knowledge base and intent domain later, go to your chatbot settings.
  8. Click Continue: Languages.
  9. Under Default Language, select the language your bot will support from the drop-down list. 
  10. (Optional) Click Other languages to copy and machine translate bot flows to select all the supported languages on the chatbot.
  11. (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.
  12. (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.
  13. 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 and then Virtual Agents.
  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 and then Virtual Agents.
  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 edit the chatbot's intent domain

You can choose which intents your chatbot should use by connecting it to a specific intent domain. 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 and then Virtual Agents.
  3. Click the name of the chatbot for which you want to edit the intent domain settings.
    This will open the Settings tab.
  4. Under the Intent Settings section, you can do the following:
    • Click Edit next to Associated Intent Domain to change the intent domain. Search for the domain name in the search bar or select a new intent domain name from the list, then click Save.
    • Click Edit next to Intent Matching Attempts 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 and then Virtual Agents.
  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.

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 and then Virtual Agents.
  3. Click the name of the chatbot you’d like to connect to a support channel.
    This will open the Settings tab.
  4. Under the Support Channels section, you can do the following:

How to manage and edit bot responses

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Virtual Agents.
  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.

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 and then Virtual Agents.
  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 Intent Threshold or Knowledge Base Threshold slider.

How to publish 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 and then Virtual Agents.
  3. In the Chatbots tab, click the chatbot you want to publish.
  4. Next to the chatbot's name, click the Publish button.