The knowledge base segment feature enables clients to focus on their users and make sure they get the right information. Bot builders can use their knowledge base categories or tags as filters in a bot flow, restricting the knowledge base content shown to the user at a specific conversation step. This restriction is achieved by using variable parameters and the knowledge base category or tags in the bot. When the variable parameter matches, the user's query is filtered based on the specified category or tag, ensuring they receive content that is targeted and contextually relevant.

For instance, let's say company A wants to provide content based on the user's upcoming visit location. The knowledge base articles are tagged with a location that can act as a filter. This location data will be included in the query, allowing for the proper targeting of the right content.

This article covers:

• How to add a knowledge base segment
• How to edit or delete a knowledge base segment

Prerequisites for adding a knowledge base segment

• Any account owner or admin role with Virtual Agent permission
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Chatbot and Knowledge base created

How to add a knowledge base segment

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click on the specific chatbot to open the settings.
4. Under the Knowledge Base section, click Add Knowledge Base segment.
5. In the Knowledge Base Segment window, provide the following details:
   • Name: Enter a name for your knowledge base segment.
   • Variable: Select a custom or system variable.
   • Predictable Variable: Set a rule for the variable (for example, equal to).
   • Value: Enter a value for the variable.
6. Click Next.
7. Click the Knowledge Base Categories drop-down to filter or select specific categories.
8. Click the Knowledge Base Tags drop-down to filter or select specific tags.
9. Click Add Segment.

How to edit or delete a knowledge base segment

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click on the specific chatbot to open the settings.
4. Under the Knowledge Base section, click Add Knowledge Base segment.
5. Next to Knowledge Base Segments, click Manage.
6. To the right of the knowledge base segment, click the ellipses icon then select one of the following:
   • Edit: Modify the knowledge base segment details.
   • Delete: Remove the knowledge base segment.