Q&A is the feature that allows your AI Assistant to answer candidate and employee questions around your company, culture, benefits, and more. This guide outlines how to configure Q&A for your account.

Configuration

This process will most likely be completed by your CS Representative during Implementation.

Step #1: Enable in Client Setup

To enable this feature, a user with full access to Client Setup must complete the following steps.

1. Select All Apps in the top left corner of the header and then Settings from its drop-down menu.
2. From the Settings page, select Client Setup under the Paradox Tools section.
3. Client Setup will then open. From the left panel, scroll down to and open the Q&A section.
4. Enable the Content Management System setting in the Q&A section of Client Setup. 
   • Do you want to use the Knowledge Training Library? If so, toggle on Contextual AI and then Knowledge Training Library in the Contextual AI section of Client Setup.
   • Do you want a multilingual knowledge base? Follow the steps described here for more information.
5. Save the page.

Step #2: Complete knowledge base content

Your CS Representative will upload the standard knowledge base, where approximately 70% of the responses will be filled out for you. From here, you will either need to:

• Manually write responses to the remaining knowledge base content.
• Use the Knowledge Training Library to automatically generate custom topics and responses for you.

Option A: Your team writes the remaining responses manually

Work with your team to write responses directly within the Onboarding Portal.

Option B: Your team uses the Knowledge Training Library for knowledge base enrichment

Sources can now be uploaded directly within the Onboarding Portal to generate topics and responses via the Knowledge Training Library.

Key functionality & limitations

• Maximum upload limit: 10 sources.
• Topics will not be visible until entering the Begin Review section.
• You can add more sources after clicking Begin Review (progress will reset if you choose to upload more sources once the Review stage has begun).
• All other users cannot add sources after clicking Begin Review.
• Handling conflicts between the Knowledge Training Library and the standard knowledge base:
  • A conflict occurs when a Knowledge Training Library's generated topic overlaps with an existing standard knowledge base topic.
  • The system will prompt users to:
    • Keep the existing response (from the standard KB).
    • Replace it with the Knowledge Training Library's generated response.
    • Merge responses if the standard knowledge base topic is blank.
      • Note: Conflicts must be resolved before publishing the knowledge base.

Best practices for using the Knowledge Training Library

• Start Small:
  • Upload 1–2 sources first.
  • Avoid mass uploading all documentation at once.
• Permissions:
  • The KTL within the portal is accessible based on user roles—check permissions before granting access.
  • Users need full access to:
  • CMS - Candidate Assistant Responses
  • Contextual AI - Knowledge Training
• Best Source Types:
  • Benefits one-pagers (avoid full benefits guides, which are often too lengthy)
  • Recruiting overviews
  • Culture guides
  • Policy guidelines (handbooks are typically too long and may contain unnecessary details)
  • Company or career site URLs

Additional best practices

1. For Complex Use Cases:
   • If your team has a complex use case that is going to require the use of audiences and or multilingual, please reach out to your CS Representative for assistance.
2. Knowledge Training Library Permissions
   • The following permissions needed in order for your client to view AND add media to the Knowledge Training Library:
     • Contextual AI → Knowledge Training Library
     • CMS - Candidate Assistant Responses → Knowledge Training Library
     • CMS - Media Library
     • CMS - Audience Builder 

Step #3: Publish the knowledge base

To publish a knowledge base, navigate to the Candidate Q&A section of the Content Management System, select the Draft or Unpublished status in the upper-right corner of the section, and then select Publish. This will ensure that the added/edited responses are live for candidates.

• Note: This same process can be repeated from the Employee Q&A section of the Content Management System, if enabled.

For more information on our import and export functionality along with some tips and tricks, click here.

Step #4: Grant user access to the Onboarding Portal

Users who need to review and complete the knowledge base will need access to the Onboarding Portal so that they Click here to learn more about this access.

General knowledge base best practices

• Keep in mind the tone and personality of your brand.
• Keep answers high level. Given that there are various ways a candidate can ask a question, it is recommended to refrain from adding Yes!, No!, or That’s a great question! in most cases the answer doesn’t make sense for all questions.
• Avoid linking to the same webpage that the widget will be living on.
• Scrape your documents, website, and also utilize your social media pages, Google, Glassdoor, etc. for all information.
• If you need to add variable functionality to an answer, add “ | “ between each response for the topic. (This format is only needed when building out in a Google sheet).
• If you need to add multi-message functionality to an answer, press Command + Return/Enter, enter <br>, then press Command + Return/Enter. (This format is only needed when building out in a Google sheet).
• Ensure your answers do not exceed the following character limits:
  • Web Message: Each individual message bubble should be ≤ 320 characters.
  • SMS Message: Each individual message bubble should be ≤ 160 characters.
• If your team prefers not to answer a topic, you have two options for handling the topic:
  • Set the Live column to No in the Candidate Q&A section of the CMS, and their AI Assistant will send the error response.
  • Generate a response that still addresses the topic. Here are a few examples:
    • "Thank you for asking about vision coverage. I don't have an answer for this right now. Is there something else I can help you with?"
    • “Vision insurance is not available as part of our benefits program in qualifying locations.”
• When copying text from another source such as a PDF, slide presentation, or other document, be cognizant of how the text is being pasted into the spreadsheet.
  • When copying information into a spreadsheet, use the following command: Command + Shift + V which will match the styling in the spreadsheet.
  • Be cognizant of whether the text flows or has unnecessary carriage returns.
  • Make sure to run a spell check before sending the knowledge base to the client for onboarding.