Create Snippet Using Knowledge Base (KB) Articles

Generate snippet responses from knowledge articles and use those in chatbot stories. This feature is super-helpful as this uses articles to provide a resolution to a chatbot query. Instead of suggesting the link of the article, AI narrows down the relevant solution part in the article, generates a snippet response, and sends it in response in the chatbot window.

But how do you enable this feature? Follow the given steps to create snippets from KB articles:

  1. Open an agent from the SUVA main page. Navigate to Story Board tab and edit a node.

  2. Click Create Snippet using KB Article.

  3. Now, enter either a URL of the knowledge article or upload a .txt file using the Upload file button in the Input field. Once done, click Generate Snippet Response.
    Note: a) Maximum size for txt file should not exceed 5 MB
    b) You can add more than one snippet responses to a node

  4. It will process the source and, and a text snippet response or to say a preview will be generated. The snippet will include a title and description or steps.

  5. Review the snippet response and you can also edit the text response.

  6. Once convinced with the snippet response, click Save.

Last updatedTuesday, December 12, 2023Or, send us your review at