Our Content Management System allows for users to manage knowledge base content outside of Google Sheets/mass edit. Through the CMS, you can add rich media content, emojis, variable messaging, bolding, and dynamic audiences, creating a beautiful experience for candidates and employees.

Q&A assistant responses

Within the CMS page, there are both Candidate Assistant Responses and Employee Assistant Responses sections. Each section includes relevant Q&A questions and answers that your AI Assistant and candidates/employees can converse about so that the correct job and company information is shared to the right audiences.

From the left panel, you can navigate to either of the Assistant Responses' Q&A sections to update questions and answers for the corresponding audience.

Categories

All of the web message and SMS content will be organized into the standard categories for Candidate Q&A and/or Employee Q&A. Users can easily search by topic, question, or keyword in the search bar.

Settings

The settings menu, which is listed in the upper-right corner of the section by the search bar, allows users to take the following actions:

• Upload Knowledge Base – This allows you to upload a Knowledge Base template through a .csv file or with a link.
  • Note: Only CS Representatives will see this action.
• Download Knowledge Base – This allows you to download a Knowledge Base Plan template that can be used for making edits in a Google sheet. Once all edits are made, send this file to your CS Representative so that they can upload it to the CMS for you.
• Create Alerts – This allows you to set email alerts for notifications when edits are saved to the CMS. The email alerts will follow the same template as Q&A onboarding alerts. When entering in email addresses, ensure to separate email addresses by commas.
• View Topics – This allows you to search for specific topics within the CMS.
• Manage & Edit Topics – This is where you can edit the sample question wording.
  • Note: Only CS Representatives will see this action.
• Edit Sample Prompts – This will display the sample prompts for a candidate or employee, depending on the Q&A responses selected. When your AI Assistant initiates a conversation with the candidate/employee, then up to 3 questions will automatically display for them to click.
  • Note: Only CS Representatives will see this action. 
• Add a Custom Topic – This will allow you to create a custom sample question and response. Intents will display as just a category and topic within the answer section.
  • Note: Custom Intents for a topic will take precedence over the standard intent. If you want to utilize a standard intent for a topic, please deactivate its custom intent.
• Reset Translations – This allows new translations to be re-run when CMS content is transferred from a duplicated account and uploaded directly to this CMS page. 
  • Note: Only CS Representatives will see this action.

List columns

Both the Employee and Candidate Q&A lists have the following columns:

• Sample Question – The potential Q&A question asked by a candidate/employee.
• Topic – The topic related to the question.
• Type – This will indicate the type of response used. Options include:
  • Defined
  • Contextual
• Media – This will list if the question has media attached to the response or not
• Status – The status of the question. This will either be Live or Not Live and can be updated from the action menu.
• Last Edited – The date that this intent was last updated.
• Action Menu – When clicked, an action menu will open allow you to complete the following:
  • Change to Live/Not Live – This will only display to CS Representatives and will update the questions status within Q&A. If Live, then candidates will receive the answer related to the question listed, if asked. If Not Live, then candidates will not receive the answer related to the question listed, if asked.
  • + Add to Top Topics – This will only display to CS Representatives and will add the Q&A question to the Top Topics section, or the most important topics related to your account.

Dynamic content

Under the Candidate Assistant Responses section, you have the option to include content collections that will be displayed in line at the top of a candidate’s conversation as stories that candidates can click into to learn more about specific aspects of your company. 

Click here to learn more about dynamic content.