Activechat Manual
  • What is Activechat?
  • New? Start here
    • The basics
    • Set up your first project
    • Install the chat widget
    • Upload the knowledge
    • Explore the CRM
    • AI-assisted live chat
      • How to set context for AI hints
    • Live chat mobile app
    • Build your first automation
  • Conversational AI
    • For Customer Service Teams
    • For Product Managers
    • For Innovation Teams
    • For Marketers
    • For e-commerce
    • For developers
  • Help Guides
    • Setting up your team
    • Managing conversations
      • Customer attributes
      • User tags and segments
      • Searching for specific users
      • Agent tags (live chat groups and queues)
      • Triggering live chat sessions from the bot
      • Notifications with the TRIGGER block
    • Managing knowledge
      • Uploading business data
      • Question answering and live chat hints
      • Fine-tuning the large language model
    • Natural language automation
    • Building automations visually
      • Customizing your welcome message
      • Adding new skills
      • Navigating skills
      • Copying skills and blocks
      • Handling errors
    • Improving your virtual agent
    • Using live chat AI hints
    • Customizing automatic website page messages
    • Tracking website actions
    • Facebook Ads automation
      • How to set up a Facebook ads bot
      • How to use buttons and quick replies in a Facebook ads chatbot
    • Lead generation
    • Zapier integrations
    • Customizing your project
      • How to customize the chat widget
      • How to customize the Facebook chat widget
      • How to change bot settings
    • Pricing guide
  • Fundamentals
    • Terminology
      • Intents and entities
      • Contexts
      • Skills and events
        • Built-in system skills
          • /start
          • /default
          • /_default_fallback
          • /_start_live_chat
          • /_page_visit
          • /_error
      • Conversation elements
        • Messages
        • Buttons
        • Quick replies
        • Galleries / carousels
    • Messaging channels
      • Website chat widget
        • Installation
        • Customization
        • Voice input
      • Chat widget landing page
      • Facebook Messenger
        • Connect your page
        • 24 hour rule
        • Message tags
        • Persistent menu
      • Telegram
      • Email
      • Twilio SMS automation
    • Intents and bot skills
    • Conversation insights
    • Grow tools
      • Landing pages
      • Messenger links and QR codes
    • Broadcasting
  • Visual builder reference
    • Sending messages
      • TEXT
      • LISTEN
      • IMAGE
      • MEDIA
      • GALLERY
      • FILE
      • EMAIL
      • SMS
      • LEAD
    • Triggering events
      • SEND
      • CATCH
      • TRIGGER
      • LIVE CHAT
    • Manipulating data
      • DATA
      • ADD TAG
      • REMOVE TAG
      • JSON
      • STATUS
      • VALIDATION
    • Conditional logic
      • SWITCH
    • Timers and delays
      • TIMER
      • WAITFOR
      • WAITUNTIL
    • E-commerce blocks
      • CATEGORY
      • PRODUCT
      • VARIATIONS
      • SIMILAR
      • UPSELLS
      • CROSSSELS
      • Shopping carts
        • ADD TO CART
        • UPDATE CART
        • SHOW CART
        • CLEAR CART
        • CREATE ORDER
    • Natural Language
      • NLP
    • System attributes
    • System events
  • Integrations
    • Google services
      • Connect your Google account
      • Google Sheets
        • Searching and updating Google Sheets data
        • Building galleries with Google Sheets data
      • Google Calendar
        • Searching for events
        • Creating and updating events
    • Shopify
    • WooCommerce
    • Dialogflow
      • Building an agent
      • Using entities
      • Slot filling
      • Context management
      • E-commerce NLP
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  1. Help Guides
  2. Managing knowledge

Uploading business data

PreviousManaging knowledgeNextQuestion answering and live chat hints

Last updated 2 years ago

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To upload your business knowledge, open the "Automation - Knowledge" link in the project menu and use "Add file" or "Add URL" buttons to upload as many documents as needed (please note that there's a 4 megabyte limit for each individual document file size).

Once you have this information in place, click the "Train the model" button in the top right corner. This will start the machine learning process, which usually takes from 2 to 24 hours to complete, depending on the volume and complexity of the data.

When the model is ready to use, you will get a notification email.

Responses given by that model can be used in three different modes:

  • the "total automation" mode, when every message sent by the customer is treated as a question, and every chatbot response is generated automatically by the AI (this is the default mode for every new project that you create in Activechat)

  • the "live chat hints" mode, when AI-generated responses are shown as "hints" to live chat agents during their conversations with customers

Updating the model with new data

Re-training the model when you add new documents to the knowledge base (or delete existing) is as simple as clicking the "Train the model" button again. Please note that until the training process is complete (you will get an email when it happens), your automated responses will still be using the old dataset.

The interface will show you which documents are already used by the model, and which require re-training. Also, the model status (shown in the top part of the screen) will change from "Active" to "Needs Updating".

the "mixed" mode, when you're using the to detect customer's intent and then either run a specific scenario ("") for prioritised intents, or trigger an automated response for less specific and less important intents.

natural language understanding engine
skill
Adding files and links to the knowledge base