When to Use
A student asks a question that the AI triage cannot answer.
The query is escalated to staff for a manual response.
After sending the answer to the student, staff can add that response to the KB for future use.
Step-by-Step Instructions
1. Respond to the Student
Review the student’s question.
Provide a clear, accurate, and supportive answer.
Send the response through the chat interface.
2. Add the Answer to the Knowledge Base
Once the response is sent, look for the “+ Add Answer to Knowledge Base” button (visible at the bottom of the chat window).
Click the button to begin saving the answer.
3. Confirm the Entry
A prompt will appear asking you to confirm the content.
Review the answer carefully:
Ensure it is complete and accurate.
Remove any personal or case-specific details (keep the answer general enough for reuse).
Confirm to save.
4. Save and Publish
Click Save to add the entry to the Knowledge Base.
The answer is now available for the AI to use automatically when similar questions are asked.
Best Practices
Keep answers general: Avoid including student-specific details.
Use clear language: Write in a way that learners can easily understand.
Update when needed: If policies or information change, edit the KB entry to keep it current.
Check before saving: Ensure the answer aligns with college guidelines and tone of voice.