This help file provides an overview on the Content Hub and explains how you can add and mage content and also provide other details that Ava will use.
Before you start
- Ava is available as an eDesk Add-On.
- To learn more, click here.
- Admin and Team Leader roles will have the Chatbot permission as default.
- You’ll need to have access to Smart Tools > Chatbots in your permissions.
- If you don’t have access, you can request it from an Admin user within your business.
01 Creating the Content Hub
To get started, go to Settings > Smart tools > Content hub > Add library.You can also access the Content Hub via the Settings page for Ava on the user list.
Give the library a title. This will appear in the list of Content Hubs you create and will be used when selecting which Content Hub to use in the flow builder when creating the chatbot. For more information on creating the chatbot see Creating and editing Chatbots.
Tone of voice
The tone of voice lets you specify exactly how your chatbot comes across when speaking to your customers.
When defining the tone of voice for an AI chatbot, ensure it aligns with your brand and with how you want it to interact with your audience.
By default, the tone of voice that is set in your Chatbot reads as follows:
You can edit that as you wish to suit your company's needs. Aim for a friendly, clear, and empathetic tone that balances professionalism with a human touch. Keep it consistent but adaptable to different contexts, avoiding negative or dismissive language.Always maintain a polite and professional tone, using courteous language like "please" and "thank you." Show empathy by acknowledging the customer's concerns and stay focused on their needs, providing clear and concise responses. Keep the conversation on-topic, using positive, solution-oriented language. Always ensure every interaction reflects professionalism and respect.
Backstory
The goal of the backstory is to give the chatbot an idea of who and what they are representing and what they will be talking about.
It should contain information about your company such as history and values so that the chatbot can be consistent with the company’s brand identity, for a more personalized and coherent customer experience.
By default, the backstory that is set in your Chatbot reads as follows:
The tone of voice and backstory can be edited by selecting the ellipsis icon on the right-hand side of your Content hub (see section 04 below for more).We are a leading and trusted destination for an exceptional online shopping experience. We pride ourselves on offering a diverse range of high-quality products designed to meet your everyday needs at reasonable prices.
Customer satisfaction is at the heart of everything we do. Our user-friendly website, secure payment options, and responsive customer service team are all designed to make your shopping experience seamless and enjoyable. We are here to support you every step of the way, from browsing to delivery and beyond.
02 Adding content to the Content Hub
Material can be added in 4 forms:
- Existing knowledge base
- Custom content
- External web page
- Sitemap External web page
The Knowledge base option will connect any existing Knowledge bases to the Content hub so they can be used by the chatbot.
A dropdown containing all libraries will be displayed. Once selected, all articles belonging to that Knowledge base will be added to the Content hub library as individual items.
Once added, you can click on an article to see a preview of it and choose whether it should be published or unpublished in the Content hub.
Custom content
The custom content is the simplest way to add material. It is a free text field and can be updated at any time. Simply enter text for the chatbot to use. Here are some guidelines for creating formatted text and hyperlinked text in your custom content, and we also explain how to instruct the AI how to display and arrange your custom content.
Please note, once saved, custom content may take up to 15 minutes to be ready for the chatbot to use.
The content will be published by default but can be unpublished by deselecting the Published toggle. If unpublished, the Name will still be displayed on the list of articles, but it will not be used by the chatbot.
External web page
The URL of the page and the source content selector of the section you want to include must be added.
In most cases adding the word 'body' for the source content selector will be enough, but if you want to be specific about finding the source content selector, do the following:
1. Open the Inspector
- Right-click on the text you want to inspect and select "Inspect" or "Inspect Element".
- This will open a new panel or window on your screen
2. Find the element
- The selected text will be highlighted on the panel or window
- See example selected text on the left and highlighted HTML element on the right
- Right-click on the highlighted HTML element in the Elements panel
- Select "Copy" > "Copy selector" to copy the CSS selector.
Once added, the system will automatically pull the content from the source and store it in our system.
Sitemap External web page
A sitemap is essentially a list of web pages. If you can locate the URL of your sitemap, you can use this to grab the list of your web pages instead of adding individual external web pages.
For the majority of Shopify sites, the sitemap will be on an .xml page. So for example, if you have a Shopify site, type: mycompany.com/sitemap.xml This will bring you to the 4 common Shopify sitemaps which are: sitemap_products; sitemap_pages; sitemap_collections; sitemap_blogs
Your sitemap product's link could look like:
https://www.mycompany.com/sitemap_products_1.xml?from=123456789&to=123456789
Copy this URL and under the Sitemap External web page option, paste it into the Source sitemap URL field.
In the Source content selector field, type body so that all the content in the body of that page is selected.
Once you click Add external content, you will see your sitemap has been converted to a list of external web pages and has been added to your Content Hub.
Do the same for the sitemap_pages; sitemap_collections; sitemap_blogs links to ensure that all your Shopify content is in the Content Hub.
03 Using the Content Hub in the chatbot
Once the Content Hub has been populated, it’s ready to use in the chatbot.The AI node - Have a conversation with Ava - is required in the flow and once added, you can select the Content Hub you would like to use.
For more on creating the chatbot and building flows, see Creating and editing Chatbots.04 Editing and deactivating a Content hub
You can edit the title, tone of voice, backstory and linked channels of your Content hub at any point by clicking on the ellipsis next to the Content hub and choosing 'edit' from there.To deactivate a Content hub choose 'deactivate' from the same dropdown.
05 Updating and deleting articles
Updating an Existing Knowledge baseTo edit a Knowledge base article that is in the Content hub, click on the name of the article and in the preview you will see a link to 'Edit knowledge base article'. Once saved in the Knowledge base, it will be automatically updated in the Content hub.
Note: You cannot edit a Knowledge base article directly inside the Content hub itself.
Updating a Custom content
To edit Custom content, you simply click on the name of the article and edit it directly in the Content hub.
Updating an External web page
To edit an External web page, you need to do this at the source (ie. within the web page itself). Once it is updated at the source, you must manually click on the name of the external content in the Content hub and then click 'Refresh content' which will trigger the system to pull the new content in.
Bulk updating and deleting External web pages
If you have updated a number of pages, you can bulk update by clicking into your Content Hub, selecting the pages you want to refresh and clicking on the 'refresh external content' button. Please be aware that refreshing all your pages may take some time.
To delete pages, choose the 'Remove content' option instead.
Note: If any Knowledge base articles are in the bulk selection, they will not be deleted. They must be managed from within the Knowledge base section itself.
Further readings
Learn more about Ava hereFor a full overview of the chatbot see here
Learn about connecting creating and editing chatbots here
