Sprout Concierge: The Bot Builder (Creating, Adding and Deleting)

Enter Sprout Concierge's Bot Builder—your personal hub for creating, training, and managing an entire team of digital assistants. Whether you’re streamlining employee queries or automating tasks, the Bot Builder empowers you to design customized bots tailored to your organization’s needs.

With each set of bots housed neatly in its own project, you're in complete control of your virtual workforce, ensuring smooth operations with just a few clicks. Welcome to the future of efficiency!

Switching Projects

Note: This is for users with multiple projects only.

1. On the left sidebar, click the expand icon ( > ) to open the side navigation menu.
2. Click the Projects dropdown.
3. Select the project you want to switch to. You should be able to view the bots in the selected project.

Creating Bots

Note: Ideally, there will be one (1) bot activated for one (1) company only, but you may create as many test bots as you want.

1. Go to Bot Builder > My Bots.
2. Click Create Bot (no existing bots) or Add New Bot (with existing bots).
3. Enter a name for the bot.
4. Enter a description for the bot (Optional).
5. Click Create Bot.

Setting Personas

A persona is a character that represents the personality and voice of your bot to emotionally connect with users. In setting personas, you can either select from a predefined list of personalities or create your own custom personalities to match the voice and character of the bot with your brand.

Note: Personas might not take effect when answering queries that are not greetings or small talk.

Selecting Predefined Personas

1. Inside the bot, go to Training > Persona.
2. Click the Persona dropdown.
3. Select the persona you want for the bot.

Creating Custom Personas

1. Inside the bot, go to Training > Persona.
2. Click the Persona dropdown.
3. Click Add Custom Persona.

4. Enter a name for the persona.
5. Enter a description for the persona.
6. Enter a prompt describing how the persona should sound like.
7. Click Save.

8. Click the Persona dropdown again.
9. Select the custom persona you just added.

Editing Custom Personas

1. Inside the bot, go to Training > Persona.
2. Click the Persona dropdown.
3. Click the pencil icon of the custom persona you want to edit.

4. Edit the persona name, description, or prompt.
5. Click Save.

Deleting Custom Personas

1. Inside the bot, go to Training > Persona.
2. Click the Persona dropdown.
3. Click the pencil icon of the custom persona you want to delete.

4. Click Delete.

5. A confirmation modal will be displayed. Click Delete.

Setting Capabilities

Capabilities are skills that your bot can do.

Note: The platform only supports the Question & Answer capability for now, so it is selected by default.

Uploading Knowledge

• When uploading multiple knowledge sources, successfully uploaded knowledge might not be trained right away (Trained). It might take a few minutes for the bot to train itself as it is processing the knowledge uploaded one by one. During this time, you will not be able to upload or delete any knowledge. You may leave the page by clicking on the back arrow in Create Bot and come back while the bot is still training in the background.
• When replacing knowledge, the following steps are recommended:
  • Delete all knowledge and reupload them including the new knowledge (highly suggested if you still have access to your previous knowledge); or
  • Upload the new knowledge first (with a different filename) and delete the old knowledge afterwards. This is to ensure that the bot will still answer even if some knowledge has been removed.

Uploading Files

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Click Add Knowledge.
4. Select File.
5. Organize your file content by following these guidelines: Document Cleanup Best Practices

6. Upload the files.
7. Click Train Bot.

Importing from Zendesk

Note: All articles from a given Zendesk website will be retrieved. If you need to import a specific Zendesk article, add knowledge via the website URL instead.

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Click Add Knowledge.
4. Select Zendesk URL.

5. Enter or paste the Zendesk URL you want to import from.
6. Click Import URL. You may remove the articles you want to exclude.
7. Click Train Bot.

Importing from Websites

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Click Add Knowledge.
4. Select Website URL.

5. Enter or paste the website URL you want to import from.
   
   Note: The whole website will not be imported. Only individual web pages will be retrieved. Private links are also not supported.

6. Click Add URL. You may remove the web pages you want to exclude.
   
   Tip: You may edit and rename web pages to properly label the pages retrieved.

7. Click Train Bot.

Deleting Knowledge

• When deleting knowledge sources, successfully deleted knowledge might not be removed right away (Deleting). It might take a few minutes for the bot to train itself as it is processing the remaining knowledge uploaded one by one. During this time, you will not be able to upload any knowledge. You may refresh the page from time to time to check if the knowledge has been removed

Deleting Single Files

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Click the delete icon ( X ) of the file you want to delete.

4. A confirmation modal will be displayed. Click Delete.

Deleting Selected Files

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Select the files you want to delete.
4. Click Delete Selected.

5. A confirmation modal will be displayed. Click Delete.

Deleting All Files

1. Inside the bot, go to Training > Capabilities.
2. Click the Question & Answer card.

3. Click Delete All.

4. A confirmation modal will be displayed. Click Delete.