Building a Content Hub

The Content Hub is basically the "library" that powers the Ava Chatbot and AI Smart Reply. This is where all material that the Chatbot and Smart Reply uses to answer customer questions is added. This ensures that only information you provide is used in your answers. It will not send incorrect information.

This help file provides an overview on the Content hub and explains how you can add and manage content that the Chatbot and Smart Reply will use.

Before you start

The Content hub is part of our Ava Chatbot and AI Assist features, so you must be on a pack that contains one of these features. For pricing, click here.
You’ll need to have access to Settings > AI > Content hub in your permissions.
If you don’t have access, you can request it from an Admin user within your business.
You should have AI Instructions created to work with your Content hub. To find out more about Instructions, click here.

01 Creating the Content Hub

To get started, go to Settings > AI > Content hub > Add library.
If you have an Ava Chatbot, you can also access the Content hub via Settings > Company Settings > Users > click on Ava Virtual Agent > click on Content hub > Add library there.

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 your Instructions. For more on Instructions, click here.

Note: If you're just getting started with AI Assist, a Content hub titled "Sample Policies" will already be set up in your account. We recommend reviewing the articles in this library to make sure they align with your company's policies. You can also add more articles to the "Sample Policies" library if needed. The more content you provide, the better the AI will be at responding to your customers.

02 Adding content to the library

Click on the name of your newly created library and then click on the 'Get started' button there. If you have already created and added articles to a library, you can simply click on that library again and click 'Add content'.

Material can be added in 3 forms:

Existing knowledge base
Custom content
External web page

Note: We can also add content using a Sitemap, which can save you time by eliminating the need to add individual external links. If you have a Sitemap, let us know and we can add it for you.

Existing Knowledge base
The Knowledge base option will connect any existing Knowledge bases to the Content hub so they can be used by the AI for both the Chatbot and the Smart Reply feature.

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 AI 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 AI to use.

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 and an X will be displayed under the Published column.

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.

03 Adding your Content hub to the AI Instructions

Once your Content hub has been created, you need to assign it to your AI Instructions. To do this go to: Settings > AI > Instructions > click on the ellipsis to edit the Instructions you want to use with this Content hub > under Content hub libraries, choose your newly created Content hub.

04 Using the Content Hub with AI

Once the Content hub has been populated, it’s ready to use by your AI.

For Smart Reply, the content will be used for any Instructions with the specific channels and Content hubs selected.
For more on the Smart Reply feature, click here.

For the Ava Chatbot, the AI node - Have a conversation with Ava - is required in the flow to use your Content hub and once this node is added, you can select the Content hub you would like to use with it.

For more on creating the chatbot and building flows, see Creating and editing Chatbots.

04 Updating and deleting articles

Finding Content in the library
If your Content hub has a long list of content articles, you can use the Search field to quickly find the one you want to view, update, or delete. Click on the name of your Content hub to view the articles that are in it. At the top of this page is the Search field.

Into the Search field, type part of the content name. For example, type "ret" to display articles with names like "What is your return policy?" or "Are your pretzels gluten-free?". Then hit Return on the keyboard to display a list of articles that match the search term. To redisplay the full list of Content articles, select the X in the Search field.

Updating an Existing Knowledge base
To 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.
Screenshot highlighting the name of the article and the Edit Knowledge Base article button.

Updating Custom content
To edit Custom content, you simply click on the name of the article, edit it directly in the Content hub and hit 'Save'.

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 on your website, you can bulk update by clicking into your Content hub, selecting the articles 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.

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