You can update your AI Assistant's Q&A responses as needed to ensure that they share the most up-to-date information with candidates and employees.

Editing options

Option #1: Edit responses manually

You can edit answers individually or in bulk from the CMS.

Edit individually

1. Select All Apps in the top left corner of the header and then CMS from its drop-down menu.
2. Open either the Candidate Assistant Responses > Candidate Q&A section or the Employee Assistant Responses > Employee Q&A section, depending on the topic you want to update.
3. From the list, select the preferred topic.
4. The topic will open on a new page, where you can add and edit answers, including the following actions:
   1. The Global audience represents the default answer (this is required for all knowledge bases). 
   2. Editing tools for emojis, tokens, multi-messaging, and variable messages are available within the response window.
   3. Text editing tools for bold, italics, underline, as well as creating numbered lists, bulleted lists, and hyperlinks are available within the response window.
   4. Under the Collection tab, you can add media content to an answer.
5. Select Save Changes at the bottom of the left panel.
6. Return to the Q&A list and repeat steps #3-5, as needed.

Edit in bulk

Editing responses in bulk will ensure that one response is applied to all questions. To do this, follow the steps below.

1. Select All Apps in the top left corner of the header and then CMS from its drop-down menu.
2. Open either the Candidate Assistant Responses > Candidate Q&A section or the Employee Assistant Responses > Employee Q&A section, depending on the topics you want to update.
3. Ensure you're viewing the section as a list view. This can be selected from the upper-right corner of the section. 
4. Click into a category that you’d like to mass edit.
5. Select the box next to all of the questions that you want to edit.
6. Select the Mass Edit button above the list.
7. In the slide-out drawer that opens, enter the text that will be applied to the topics you selected.
8. Check the box to show that you understand that you’re changing the responses to all the questions you selected at the bottom of the drawer.
9. Save the changes made.

Tips for editing responses

• Tone & personality of your brand: Does your Q&A content align to your brand persona? 
• Keep answers high level: Avoid using a definitive, like Yes or No, in order to address a variety of candidate questions.
• Avoid linking to the same webpage URL in your content that the widget will be living on.
• Scrape your documents, website, and also utilize their social media pages, Google, Glassdoor, etc. to find more information. 
• For content responses, you should aim to keep character count low – below 320 for Web Messages and below 160 for SMS Messages.
• If you get stuck on one intent, just keep going and put in a default response or a generic response.

Add content media

Media from the CMS Media Library can be added to a question’s response from the Collection tab. Click here to learn more.

Option #2: Import an updated file

At any time, you can download the current knowledge base from the CMS's settings icon and edit the preferred responses. Once completed, save and send the file to your CS Representative for them to upload for you.

Option #3: Utilize the Knowledge Training Library

The Knowledge Training Library allows you to upload documents and hyperlinks for the system to automatically generate questions and answers for Q&A. These responses make the creation of Q&A content a breeze. Click here to learn more.