Changing Zoom Virtual Agent knowledge base settings

After creating a knowledge base, admins can modify its settings like categories, language preferences, custom script, and additional functionalities.

This article covers:

• How to edit the knowledge base settings
  • Manual
  • Web sync
  • 3rd party integration

Prerequisites for changing Zoom Virtual Agent knowledge base settings

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

How to edit the knowledge base settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Knowledge Base.
3. Click on the specific knowledge base you want to edit the settings for.
4. Click the Settings tab.
   You will be taken to the page where you can edit the settings of your knowledge base.
5. (Optional) Use the answer preview to see how the articles will be displayed to users when they enter queries.

Manual

• Knowledge base details: This is where you can view details such as Categories and Languages. You can also click on CSV to upload a CSV file containing the list of articles.
• Customization: This is where you can edit the behavior and appearance of the bot's responses to suit your preferences.
  • Answer Display: Select the checkbox to only display full articles as answers. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Answer Highlighting: Highlight answer section on the original article. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Extraction Rules: Define how content is extracted from articles for display in responses.
    • Show images: Select this option to include images in the extracted content displayed as answers.
    • Show videos: Select this option to include videos in the extracted content.
    • Extract tables: Select this option to extract and display tables from the original content.
      • Keep table structure: Maintain the original table structure when extracting tables.
      • Convert to plain text: Convert tables into plain text.
• Advanced: This is where you can edit the custom script for your knowledge base.
• Generative AI: Click the Use third-party generative AI to generate queries from knowledge base content checkbox to enable the use of third-party generative AI to supplement Zoom's AI models. 

Web sync

• Integration: This is where you can view details such as Integration Type and URL. You can edit integrations on the Integrations page.
• Customization: This is where you can edit the behavior and appearance of the bot's responses to suit your preferences.
  • Active Languages: Select the knowledge base languages.
  • Answer Display: Select the checkbox to only display full articles as answers. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Answer Highlighting: Highlight answer section on the original article. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Extraction Rules: Define how content is extracted from articles for display in responses.
    • Show images: Select this option to include images in the extracted content displayed as answers.
    • Show videos: Select this option to include videos in the extracted content.
    • Convert PDF links to articles: Select this option to automatically convert PDF links into articles, allowing the content within the PDFs to be extracted and displayed as answers.
    • Convert .docx links to articles: Select this option to automatically convert .docx links into articles, allowing the content within the Word documents to be extracted and displayed as answers.
    • Extract tables: Select this option to extract and display tables from the original content.
      • Keep table structure: Maintain the original table structure when extracting tables.
      • Convert to plain text: Convert tables into plain text.
  • Pages synced: This indicates the number of pages from the original content that have been successfully synced and made available for extraction.
• Advanced: This is where you can enable JavaScript support and use our tools or custom script to find the exact content you need for your articles.
  Note: This can be a labor-intensive process that requires some HTML and JavaScript knowledge.
  • General:
    • Page title trimmer: Remove keywords that repeat in the page title.
    • Content selector: Narrow down location of knowledge content. For example, enter .article-content as the selector.
    • Ignore selector: Remove extra details such as author and dates.
    • Dismiss click selector: Identify items to click to dismiss pop-ups, overlays, cookie consent, and more.
    • Dismiss click delay: Specify the amount of time to wait after the click.
    • Page load delay: Specify the amount of time to wait after the page loads.
  • Navigation: If the page uses tabs, categories, menus or other secondary navigation, you can use these options to reveal additional content on the same page. Click the Enable button to require JavaScript support.
    • Navigation click selector: Identify items to click such as tabs, categories, menus, and more.
    • Navigation click delay: Specify the amount of time to wait after the click.
  • Accordion: If the page uses accordions such as some FAQ formats, you can use these options to reveal additional content on the same page. Click the Enable button to require JavaScript support.
    • Accordion content extraction: Choose how you want the page to be extracted as articles.
    • Accordion click selector: Identify items to click to expand and close accordions.
    • Accordion click delay: Specify the amount of time to wait after the click.
    • Accordion title selector: Identify a custom title to replace the page title.
  • Custom Script: Add a custom JavaScript function that can customize the content or other article details such as title and URL.
• Generative AI: Click the Use third-party generative AI to generate queries from knowledge base content checkbox to enable the use of third-party generative AI to supplement Zoom's AI models. 

3rd party integration

• Integration: This is where you can view details such as Source, Integration Type, Integration, Subdomain and Connection Type. You can edit integrations on the Integrations page.
• Customization: This is where you can edit the behavior and appearance of the bot's responses to suit your preferences.
  • Active Categories: Select the knowledge base categories.
  • Active Languages: Select the knowledge base languages.
  • Answer Display: Select the checkbox to only display full articles as answers. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Answer Highlighting: Highlight answer section on the original article. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
  • Extraction Rules: Define how content is extracted from articles for display in responses.
    • Show images: Select this option to include images in the extracted content displayed as answers.
    • Show videos: Select this option to include videos in the extracted content.
    • Extract tables: Select this option to extract and display tables from the original content.
      • Keep table structure: Maintain the original table structure when extracting tables.
      • Convert to plain text: Convert tables into plain text.
• Advanced: This is where you can edit the custom script for your knowledge base.
• Generative AI: Click the Use third-party generative AI to generate queries from knowledge base content checkbox to enable the use of third-party generative AI to supplement Zoom's AI models.