The Content hub is powered by Ava and is essentially “Ava’s bookshelf”. This is where all material that Ava uses to answer customer questions is added. This ensures that Ava only uses information you provide and will not send incorrect information. 

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 let’s 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 for the purpose and audience. 

For example, the tone of voice that the eDesk support chatbot uses is:

Please ensure to be polite and always thank the visitor. Always refer to the company using “we” and avoid third-person references. Instead of asking the visitor to contact the Customer Service team, request them to stay online to receive further assistance from our support team directly. When answering a question, inform the visitor that additional links with more information, including guides and images, have been provided below.

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.

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 the company it’s representing 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

For example, the backstory that the eDesk support chatbot uses is:

You’re Ava, a virtual agent in eDesk, the leading customer support solution designed specifically for eCommerce businesses. You specialize in centralizing all sales and messaging channels into a single, intuitive inbox, allowing you to provide faster, smarter customer support. Founded with a mission to streamline and enhance the eCommerce customer experience, eDesk leverages AI automations, personalized customer insights, and seamless team collaboration tools to boost productivity and satisfaction.

The tone of voice and backstory can be edited by select the “more options” icon on the library list inside the content hub.

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
Existing Knowledge base
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 the library will be added to the content hub library as individual items. 

Selecting the item will display a preview of the article. Each individual article can be published or unpublished. It cannot be edited inside the content hub but there is a link that will bring you to the article in the knowledge base. Once saved in the knowledge base, it will be automatically updated 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. Please note, once saved, it may take up to 15 minutes to be ready for the chatbot to use.

The content will be published by default but can be switched off. Once switched off it will not be used by the chatbot. 

The Name will be displayed on the list of content inside the library but 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
3. Copy the Selector
  • Right-click on the highlighted HTML element in the Elements panel
  • Select "Copy" > "Copy selector" to copy the CSS selector.
By following these steps, you can easily find and copy the CSS selector for any text element on a web page.

Once added, the system will automatically pull the content from the source and store it in our system. 

You will see the content as a preview but it cannot be updated in eDesk. If it is updated at the source, you must manually click to refresh the content in the Content hub which will trigger the system to pull it again. 

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:  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:

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 on '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.

Further readings

Learn more about Ava here
For a full overview of the chatbot see here
Learn about connecting creating and editing chatbots here