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Improve your chatbot with insights

A quick guide to monitoring and training your chatbot based on user conversations. 

See also: Building a better chatbot with chat analytics.

Monitoring conversations and tuning your bot​

Log into the portal and go to Knowledge Base > Insights:

Available filters on Knowledge Base insights


Date filter

On this screen, you can filter by date range (default = last month, but it’s fully customisable):

Source filter

You can also filter by source – eg to exclude any conversations on your test site:

Keyword (free text) filters

You can search for keywords or phrases and filter on those results:

Filter by tag

You can also filter questions received by tag.


You can use tags to categorise and set up workflows in insights, and report on actions taken.


Example: Here’s a possible scheme for using tags to manage your FAQ Bot workflow:

  • todo – when you see a question that you need to action – to create a queue of work

  • added to KB – when you have dealt with a question by adding to the knowledge base

  • web search – when an unanswered question is handled by web search


You could also tag questions with a person’s name/initials (eg “KD to review”) to create a review list for them.

Filter by confidence score

When a user asks your bot a question, the question is assigned a score from 0-100, representing the confidence the bot has in a matching answer.

Confident answers (85-100)

Marked in green in Insights, and the bot will answer the question directly

Uncertain answers (50-85)

Marked in orange in insights, the bot will answer with a Did you mean?

Unanswered questions (0-49)

Marked in red in insights, the bot will not provide a knowledge base answer. It may answer with web search. Expand to see the details:

Note: It is possible to change the default confidence score bands in the Settings area although this is rarely required. Defaults are:

  • Confident answers (85-100)

  • Uncertain answers (50-85)

  • Unanswered questions (0-49)



Reviewing uncertain answers and adding new questions/variants to your knowledge base


Navigate to the Uncertain answers tab for your chosen period and source:

Clicking the + button on the left of the question shows the ‘did you means’ offered, and the yellow star indicates what the user selected:

Here, you see the user asked a new question.


From this screen, you can view the entry in the knowledge base, or directly add the user’s question as a variant to that knowledge base question.


We are going to add as a variant to entry:

This takes you directly to the knowledge base and adds the user’s question as a variant. Review the addition, and if you’re happy with it, save changes.

Then you just need to navigate back to insights, and tag the question as “added to KB”:

Other options for uncertain answers and unanswered questions

If none of the “did you means” is a good match for the user’s question, or the user’s question is unanswered, you have some other options:


If you know there is an existing question that would be a good match you can add the user’s question as a variant to that question in the knowledge base


To do this, click the 3 dots to the left of the user’s question, and select:

You then get the option to search for/select a question to add a variant to – start typing to see options:

Once you select an option, you’ll see that question in the knowledge base management screen, with the user’s question added as a variant.

Again, you just need to check and save changes. Then navigate back to Insights and tag the question as “added to KB”.


If there is no suitable answer, you can add the user’s question as a new question in the knowledge base


To do this, click the three dots next to the user’s question and select:

This will open up the knowledge base with a new entry, pre-populated with the user’s question:

You then need to add an answer, follow ups and categories if required, and save.


Don’t forget to navigate back to insights and tag the question as “added to KB”.

Save, train and publish

When you have completed a session reviewing and training your bot, make sure to save any unsaved changes, train and publish, to see your changes reflected in the bot.


All of these options are available in the Knowledge Base Management screen, and you can also train and publish from the Publish screen.


Note: you can’t publish until you have trained your bot. Your next action is indicated as an available button, others are shaded out.

Need more help?


Engagements allow you to target messages to the people chatting to your FAQ Bot, depending on where and when they are chatting.

FAQ Bot automates service and sales with chat

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