Productivity Tools

Myc-Tristan
Member

Chatflow category filter in knowledge base

Hey,

I'm coming to you because I have to create a chatflow that searches in the knowledge base of my website and if there is no solution found it must be retransferred to an agent.

The problem is that I want to filter between category 1 and category 2 in my knowledge base.

Example: I have 2 choices "Designer" and "Marketing".

if I choose "designer" > the chatflow can ONLY see Designer and not the other category.

Is it possible to do this?


Thanks a lot,

Tristan

0 Upvotes
2 Replies 2
Jnix284
Hall of Famer

Chatflow category filter in knowledge base

@Myc-Tristan the only way you can limit who sees what content in Knowledge Base is to create Private Content and restrict it based on list membership (i.e. the contact would have to be included on the "Designer" list to see the content). This is very difficult to do with chatflows because often the user is unknown at the time of initiating a chat.

 

Can you help me understand the use case for limiting the results based on these two roles? Do you have duplicate articles with different answers? If they found the article for the alternate category, is there harm?

 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
Myc-Tristan
Member

Chatflow category filter in knowledge base

hello @Jnix284,

our application connects a patient and a doctor. patients need basic knowledge such as "how to change an email/password/username" and doctors need information on tools, such as "how to set your schedule,..."
We would like to be able to divide them in order to automate the first line before transfert.

Our only solution at this time, is to upgrade the plans to Enterprise and to get 2 Knowledge base. But it's very expensive for this solution.