DigiReply Chatbot Documentation

Overview

Welcome to the Help Center for our SaaS Chatbot Platform! This guide helps you maximize the chatbots you've purchased by explaining how to create, train, manage, and embed them effectively. You'll work primarily in the Bots Panel and Training Interface to build and fine-tune your chatbots. This documentation covers creating bots, training their knowledge, managing intents, embedding your chatbot on your website, and exporting/importing bot data, with examples to guide you.

Our platform empowers you to create chatbots that engage customers with precise, natural responses. As a user, you'll use:

  • Bots Panel: Create new chatbots, manage existing ones, generate code to embed them on your website, and export/import bot data.
  • Training Interface: Train your bot by adding question-answer pairs and organizing conversation goals (intents) with a drag-and-drop interface.

Key to success is setting up detailed intents before generating or importing data to ensure your bot responds accurately.

Creating a Chatbot

Getting Started

Access the Bots Panel to create a chatbot that serves your customers, such as answering product questions or providing support.

Steps to Create a Chatbot

  1. Create the Bot:
    • Log in and navigate to the "Bots" section in the Bots Panel.
    • Click "Create New Bot" and assign a unique name (e.g., "CustomerSupportBot") to identify your bot.
  2. Review and Adjust Default Knowledge Base:
    • After creation, the bot comes with a default set of basic information in its knowledge base.
    • Go to the Training Interface (Bot Panel > Train) and review the default question-answer pairs in the "Knowledge" tab.
    • Edit or delete pairs to align with your business needs (e.g., update answers to reflect your product details or services).
  3. Populate Bot Data:
    • Before adding data, create custom intents in the "Intents" tab (see Training Your Chatbot) to match your content (e.g., product.plans_pricing for pricing queries). This simplifies data management later.
    • Choose one of two options to populate the bot's data:
    • Option 1: Import CSV with Pre-Trained Data:
      • In the Training Interface, go to the "CSV Import" section.
      • Upload a CSV file containing pre-trained question-answer pairs and their assigned intents.
      • Review the imported data to ensure accuracy and adjust intents if needed.
    • Option 2: Generate Question-Answer Pairs from a Text File:
      • In the Training Interface, go to the "Text File Section."
      • Upload a text file (up to 30KB, about 1,000–2,000 words) with information like FAQs or product details.
      • The platform generates up to 100 question-answer pairs, which must be reviewed and corrected for accuracy.
    • Save changes and generate embeddings to optimize the bot's performance (see Training Your Chatbot).

Tips for Success

  • Customize Early: Tailor the default knowledge base to your business to ensure relevance.
  • Add Intents First: Define detailed intents before importing or generating data to streamline training.
  • Review Generated Data: Always check CSV imports or auto-generated pairs for accuracy.
  • Keep Files Concise: For text file uploads, ensure content is clear and under 30KB to avoid processing issues.

Training Your Chatbot

Training ensures your bot responds accurately. Use the Training Interface to manage knowledge and intents. It's highly recommended to create detailed intents before generating or importing data, as this guides the assignment of question-answer pairs.

Managing Bot Knowledge

Your bot's knowledge consists of question-answer pairs, either generated from a text file, imported via CSV, or added manually. These pairs must be reviewed and paired with specific intents for optimal performance.

  1. Access the Knowledge Section:
    • In the Bots Panel, select your bot and click "Train Bot" to enter the Training Interface.
    • Go to the "Knowledge" tab to view question-answer pairs.
  2. Review Generated or Imported Pairs:
    • For pairs generated from a text file or imported via CSV, carefully review each one. Auto-generated or imported pairs may not always be accurate or useful.
    • Edit unclear questions or answers to match customer queries.
    • Delete irrelevant pairs using the trash icon.
  3. Add Manual Pairs:
    • Click "Add Question-Answer Pair" to input a specific question and answer.
    • Assign a detailed intent to each pair (e.g., product.plans_pricing for pricing queries) using the intent dropdown or text field.
  4. Save and Generate Embeddings:
    • After editing or adding pairs, click "Save" to update the bot's knowledge.
    • Click "Generate Embeddings" to enable our advanced machine learning model to process your updated pairs. This step is critical for accurate responses.

Creating and Managing Intents

Intents define what users want, such as asking about pricing or requesting product details. Detailed intents, formatted as topic.subtopic_detail (e.g., product.plans_pricing), ensure your bot understands and responds accurately to user queries. It's critical to create intents before generating or importing data and manually assign them to question-answer pairs.

  1. Access the Intents Panel:
    • In the Training Interface, go to the "Intents" tab.
    • View intents as card-based tiles, each showing the intent name (e.g., product.plans_pricing) and an optional description.
  2. Create Detailed Intents:
    • Click the green "Add Intent" button.
    • Enter a specific intent name using the format topic.subtopic_detail. Examples:
      • product.plans_pricing: For pricing queries (e.g., "How much is the premium plan?").
      • product.plans_details: For plan feature questions (e.g., "What are the plan features?").
      • support.refund_request: For refund inquiries (e.g., "How do I get a refund?").
      • support.troubleshooting: For technical help requests (e.g., "Why isn't my account working?").
    • Add a description to clarify the intent's purpose (e.g., "Handles pricing questions for all plans").
  3. Assign Intents to Question-Answer Pairs:
    • In the Knowledge tab, manually assign each question-answer pair to an intent. For example:
      • Question: "What's the cost of the pro plan?" → Intent: product.plans_pricing.
      • Question: "What features are in the pro plan?" → Intent: product.plans_details.
      • Question: "Can I get a refund?" → Intent: support.refund_request.
    • Manual assignment ensures the bot selects the correct response for each user query. Auto-generated or imported questions may have incorrect or vague intents, so always review and correct them.
  4. Organize Intents:
    • Drag and drop intent cards to prioritize frequently used intents (e.g., place product.plans_pricing at the top for a sales bot).
    • Group related intents together (e.g., product.plans_pricing and product.plans_details) for easier management.
    • Save the order to influence how the bot interprets user inputs.
  5. Edit or Delete Intents:
    • Click a card to edit the intent name or description using the built-in text editor.
    • Delete unnecessary intents with the red trash icon.
  6. Best Practices for Intents:
    • Be Specific: Use clear, unique names like support.contact_info instead of vague ones like help.
    • Avoid Overlap: Don't create similar intents (e.g., product.pricing and product.plans_pricing) to prevent confusion.
    • Define Intents First: Create intents before generating or importing data to guide question assignment and improve accuracy.
  7. Save and Generate Embeddings:
    • After creating, assigning, or editing intents, save your changes.
    • Regenerate embeddings to ensure the machine learning model reflects your intent assignments. This step is essential for optimal bot performance.
  8. Test Intents:
    • In the Training Interface, enter sample queries (e.g., "What's the plan cost?") to check if the bot selects the correct intent.
    • If responses are incorrect, adjust the intent assignment or refine the question-answer pair, then regenerate embeddings.

Best Practices for Training

  • Start with Intents: Define detailed intents like product.plans_pricing before generating or importing data.
  • Review Auto-Generation or Imports: Don't rely on automatically generated or imported questions; always review and correct them.
  • Manual Intent Assignment: Link every question-answer pair to a specific intent for precise responses.
  • Test After Updates: Test the bot after editing pairs or intents to confirm accuracy.
  • Regenerate Embeddings: Always generate embeddings after changes to keep responses optimized.

Embedding Your Chatbot on Your Website

Once your chatbot is trained, you can embed it on your website to interact with customers. The Bots Panel provides a JavaScript code generator to make integration simple and seamless.

  1. Access the Embedding Section:
    • In the Bots Panel, select your bot and navigate to the "Embed" or "Integration" tab (found in the Bot Control Panel).
    • This section offers tools to generate code for embedding your chatbot on your website.
  2. Generate JavaScript Code:
    • Click the "Generate Code" button to create a custom JavaScript snippet for your bot.
    • The generated code includes:
      • A reference to your bot's unique ID.
      • Configuration for displaying the chatbot as a widget or inline feature on your website.
      • Options for customizing appearance (e.g., chat bubble style or position).
    • The code is designed to be lightweight and compatible with most website platforms (e.g., WordPress, Shopify, or custom HTML sites).
  3. Integrate the Code:
    • Copy the generated JavaScript code from the Bots Panel.
    • Paste it into your website's HTML, typically in the <head> or <body> section, as indicated in the provided instructions.
    • For example, add the code before the closing </body> tag to display a chat widget in the bottom-right corner of your site.
  4. Customize the Chatbot:
    • Use the embedding settings in the Bots Panel to adjust:
      • Widget appearance (e.g., colors, button icon).
      • Position (e.g., bottom-right, bottom-left).
      • Welcome message (e.g., "Hi! How can I help you?").
    • Save changes to update the embedded chatbot instantly.
  5. Test the Integration:
    • Visit your website after adding the code to ensure the chatbot appears and functions correctly.
    • Test sample queries (e.g., "What's the pro plan cost?") to confirm the bot responds with the correct intent (e.g., product.plans_pricing).
  6. Best Practices for Embedding:
    • Place Code Correctly: Ensure the JS code is added to the appropriate HTML section to avoid loading issues.
    • Check Compatibility: Test the chatbot on different browsers and devices (e.g., mobile, desktop) to ensure it displays properly.
    • Update After Training: If you make significant changes to intents or knowledge, regenerate the embedding code to reflect updates.
    • Monitor Performance: Use the Bots Panel analytics to track how customers interact with the embedded chatbot.

Using Your Chatbot

After training and embedding, your bot is ready to engage customers. This section covers deploying, monitoring, exporting, and importing your bot's data to manage it effectively.

Deploying Your Bot

  • In the Bots Panel, select your bot and click "Deploy" to activate it.
  • Ensure the JavaScript embedding code is added to your website (see Embedding Your Chatbot).
  • API usage is limited by your plan (e.g., 100 users/day for free tiers, more for paid tiers).

Exporting Bot Data

You can export your bot's training data for backup, analysis, or sharing purposes using the Export feature in the Bots Panel.

  1. Access the Export Feature:
    • In the Bots Panel, select your bot.
    • Click the "Export" button, typically located near the bot's management options.
  2. Export Training Data:
    • The platform generates a file (e.g., JSON or CSV format) containing your bot's training data, including:
      • Question-answer pairs with their assigned intents (e.g., product.plans_pricing).
      • Intent configurations (e.g., names, descriptions, and order).
    • Download the file to your device for safekeeping or analysis.
  3. Use Cases for Export:
    • Backup: Store the file to restore your bot's data if needed.
    • Analysis: Review the data to identify gaps in knowledge or intents.
    • Transfer: Share the file with team members or import it into another bot.
  4. Best Practices:
    • Export regularly, especially after major updates to knowledge or intents.
    • Store exported files securely to protect sensitive data.
    • Verify the exported file contains all expected data before relying on it.

Importing Bot Data

You can import a bot with its training data using the Import feature, located at the bottom of the Bots Panel, to restore a backup or set up a new bot with existing data.

  1. Access the Import Feature:
    • In the Bots Panel, scroll to the "Import" section at the bottom.
    • Click "Import Bot" to start the process.
  2. Upload the Data File:
    • Select a previously exported file (e.g., JSON or CSV) containing the bot's training data.
    • Upload the file through the import interface.
  3. Create or Update the Bot:
    • If importing to a new bot, assign a unique name (e.g., "RestoredSupportBot").
    • If updating an existing bot, select the target bot to overwrite its data.
    • The platform processes the file, importing question-answer pairs, intents, and configurations.
  4. Review and Save:
    • Preview the imported data in the Training Interface to ensure accuracy.
    • Save the bot to make it available for further training or deployment.
  5. Best Practices:
    • Verify the file's integrity before importing to avoid corrupted data.
    • Review imported intents and question-answer pairs to confirm they align with your needs.
    • Regenerate embeddings after importing to optimize the bot's performance.

Monitoring Performance

  • Check analytics in the Bots Panel to track interactions and common queries.
  • Update knowledge or intents if the bot struggles with certain questions.

Tips for Ongoing Use

  • Update Regularly: Review knowledge and intents weekly to stay relevant.
  • Export for Backup: Use the Export feature after significant changes to safeguard your data.
  • Test Imports: After importing data, test the bot to ensure it functions as expected.
  • Collect Feedback: Use customer input to refine your bot's responses.
  • Monitor Limits: Track API usage to stay within your plan's daily cap.

Troubleshooting

  • Bot Responds Incorrectly:
    • Verify that question-answer pairs have the correct intent (e.g., product.plans_pricing).
    • Ensure embeddings were regenerated after edits or imports.
  • Auto-Generated or Imported Questions Are Poor:
    • Review and edit or delete inaccurate pairs from text file generation or CSV imports.
    • Assign detailed intents manually to improve quality.
  • Changes Not Applied:
    • Confirm you clicked "Save" and regenerated embeddings.
    • Refresh the Bots Panel to see updates.
  • File Upload Issues:
    • Ensure text or CSV files are under 30KB and well-structured.
    • Split large files and try again.
  • Chatbot Not Appearing on Website:
    • Check that the JavaScript embedding code is correctly pasted in your website's HTML.
    • Verify the bot is deployed in the Bots Panel.
    • Test on a different browser or clear your site's cache.
  • Export or Import Issues:
    • Ensure the exported file is not corrupted and contains all necessary data.
    • For imports, confirm the file format (e.g., JSON or CSV) is supported.
    • Regenerate embeddings after importing to ensure accurate responses.
  • Need Support?:
    • Contact our team via the "Help" section in your account.

Getting the Most Out of Your Chatbot

  • Start with Intents: Define detailed intents like product.plans_pricing before generating or importing data.
  • Manually Assign Intents: Link every question-answer pair to a specific intent.
  • Regenerate Embeddings: Update embeddings after every change to optimize responses.
  • Embed Correctly: Use the JS code generator to seamlessly integrate your bot on your website.
  • Backup and Restore: Export training data regularly and use the Import feature to restore or set up bots.
  • Test Frequently: Spend a few minutes weekly testing your bot to catch issues.

Thank you for choosing our SaaS Chatbot Platform! Reach out via the support section for any questions. Happy bot-building!

Last Updated: April 27, 2025