Once your CS Representative has uploaded the knowledge base and any other relevant documents to the CMS, you will be able navigate to the Onboarding Portal to review these responses and adjust them to better match your company brand and preferred candidate experience.

Begin the review process/Open the Onboarding Portal

1. Select All Apps in the top left corner of the page and then CMS in its drop-down menu. 
2. When you first open the CMS, it will open to the Sources tab in the Candidate Q&A list. Select the Begin Review button in the bottom right corner of the page.
3. In the Begin Reviewing? warning modal, select Continue.
4. The Onboarding Portal will then open to display all of the Web Message content organized into the standard categories for Candidate Q&A. Select the first category’s section.
   • Note: You may see a Top Topics and/or Custom section(s) if they are enabled for your account.
5. The category then opens, where you can review and edit your AI Assistant's answers as needed. To edit an answer, you can:
   1. Update the message (with a maximum of 320 characters).
   2. Include emojis, tokens, links, bolded text, underlined text, or italics.
   3. Add multiple messages that your AI Assistant can send to the candidate if they ask the same question again. You can do this by clicking the plus icon after the 1 box noting the first message.
6. Select the Save button in the upper-right corner to save your answer.
7. You can select the arrows next to the answer modal to move to the next message, or you can select the next message by selecting the number icons on the left sidebar.
8. (Optional) Add any media to an answer by navigating to the Collection tab and selecting the Add Content button.
   • Note: Adding any content to the Collection tab automatically adds it to the CMS Media Library as well.
9. The Add Media drawer will slide out. Select + Add New to add a new video, image / GIF, or hyperlinks or select an existing content piece.
10. The selected media will then populate the tab. Click into the next message and repeat steps #5-9 as needed.
11. When you have finished editing all of the answers in a category, select Complete Category in the bottom left corner of the page.
    • Notes: 
      • You can also select Finish Later listed at the bottom of the left panel to save all of your changes. After selecting this option, the topic displays In Progress next to it to designate that it still needs to be completed.
      • You will find that as you complete sections, the 0/12 categories complete text below the Candidate Q&A title updates.
12. Select and complete the review of each category.
13. Once you have completed all the categories, ensure to contact all other users who may have publishing access to see if they are ready for the responses to be published. When you publish this page, it saves all changes made by each user at the time of publishing and regardless of completion.
    • Note: Publishing the Employee Q&A responses, if enabled for your account, will not publish the Candidate Q&A responses and vice versa. In addition to this, you can publish without reaching 100% completion.
14. Once all team members agree to publish the responses, you can publish the knowledge base by selecting the Draft or Unpublished status in the upper-right corner of the Onboarding Portal and then Publish in its drop-down menu.
    • Notes: 
      • You can view and edit responses up until they are published.
      • If you do not have access to publishing the page, contact your CS Representative to publish it for you.

Tie responses to an audience

You have the option to select a specific audience for each of your responses to create more tailored candidate responses. To do this, 

1. Open the preferred intent.
2. Click into the Audience selector and choose the preferred audience. You can either select Global or add a more specific audience by selecting Add Audience. Click here to learn how to create an audience.
3. Select Save Changes in the bottom left corner of the page.
4. Repeat these steps for all necessary intents.
5. Ensure to publish the knowledge base.

Contextual Q&A and intents

When Contextual Q&A is enabled for your account, you have the option to configure whether a specific intent is Defined or Contextual.

• Defined – Predefined responses will be delivered directly for consistent and precise information delivery.
• Contextual – Responses will be dynamically tailored based on conversation context for a personalized experience.

When a user makes an edit to the intent, the Edited tag appears next to that answer on the left navigation menu of the category.

Permissions

The Onboarding permission (under the Content Management System > Candidate Assistant Responses/Employee Assistant Responses parent permissions) is only given based on the Onboarding Q&A feature. Users will need full access in order to edit Q&A responses. Available access levels include:

• Full Access – This allows users to view, add, and manage topics in the Onboarding Q&A Portal. Paradox Admins will have full access by default.
• View Access – This allows users to navigate to the Onboarding Q&A Portal, but it will be read-only and will not allow them to edit or approve responses.
• No Access – No access to the portal.
  • Note: When a user has no access to Candidate Assistant Responses but has full access to Employee Assistant Responses, the Onboarding Portal will not display the drop-down to select the Candidate Assistant Responses option.

The Care Assets child permission under the Onboarding permissions includes the following access levels:

• Full Access – Users can open, view, and manage Care Assets.
• View Access – Users can open, view, and download Care Assets.
• No Access – The Care Assets tab is hidden from view.

FAQs