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Categories and sub-categories

 

Introduction:

Categories and sub-categories help you to keep your knowledge items organised. But there's more to it: they also determine which knowledge items are available in your chatbot. Let's have a closer look.

 

Start of your chatbot: many answers

When you select category and sub-categorie 'all', the entire knowledge base is open. Each user question will be checked against each knowledge item. This is great when your user is at the start of your bot: the user questions will be quite broad, so it is a good thing to have many answers available.

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Specific flows: specific answers

But imagine you designed a flow that is about ordering your pizza. At certain points in this flow, your user might have very specific questions. Take the pizza.topping intent from our example: here, the user might want to know whether there are vegan topics available, or whether a pizza is gluten-free.In that case, you could insert a knowledge base that only displays FAQ's about diets and allergies.