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
  • CRM API

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:

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.
• Advanced: This is where you can edit the custom script for your knowledge base.

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 Active Languages, Extraction Rules and manage the number of pages to sync.
• 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.

CRM API

• 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 Active Categories, Active Languages, Extraction Rules, and specify whether to display only full articles as answers. You can also highlight the answer section in the original article URL.
• Advanced: This is where you can edit the custom script for your knowledge base.