Managing Q&As and Conversation Starters

Keep your MyPersona's knowledge fresh and guide user interactions effectively by managing Q&As and conversation starters. This maintenance ensures your digital expert provides accurate, up-to-date responses while helping users discover the right questions to ask.

Overview

As your MyPersona interacts with users, it continuously learns and adapts. The platform provides two key management tools:

• Q&A Management: Review and answer questions your persona couldn't address
• Conversation Starters: Guide users with suggested questions that showcase your MyPersona's expertise

These tools help you maintain an efficient, knowledgeable MyPersona that serves users better over time.

Understanding Knowledge Gaps

When your MyPersona encounters questions it cannot answer with confidence from its existing knowledge base, it:

1. Forwards the question to you (the owner)
2. Notifies you via email (if configured)
3. Logs the question in the Q&A management system

This ensures no user question goes unanswered while helping you identify knowledge gaps.

Managing Q&As

Accessing the Q&A Tab

1. Navigate to your persona in the MyPersonas tab
2. Click Edit MyPersona
3. Select the Q&A tab

Here you'll find all forwarded questions throughout your MyPersona's lifetime, including timestamps.

Answering Questions

To provide answers and expand your MyPersona's knowledge:

1. Click the menu (⋮) next to any question
2. Select Edit
3. Review or modify the question if needed
4. Provide a comprehensive answer
5. Click Update or press 'S' to save

Bulk Management

For efficient Q&A management:

• Navigate quickly: Use 'E' and 'Q' to move between questions
• Bulk select: Choose multiple items for batch operations
• Delete outdated: Remove irrelevant or duplicate questions
• Search: Find specific questions using the search function

Creating Q&A Items Proactively

Anticipate user needs by adding Q&As manually:

1. Click Add Q&A
2. Enter the question
3. Provide the answer
4. Click Add

This is particularly useful for:

• Frequently asked questions
• New product or service information
• Common misconceptions to address

Managing Conversation Starters

Conversation starters appear when users first interact with your MyPersona, suggesting relevant questions to begin the dialogue.

Understanding Conversation Starters

These suggestions are:

• Auto-generated based on your knowledge base content
• Influenced by actual user conversations
• Weighted by priority for display frequency

Accessing Conversation Starters

1. In the Edit MyPersona interface
2. Click the Conversation Starters tab
3. View all existing starters with their generation dates

Editing Starters

Customize conversation starters to better serve your users:

1. Click the menu (⋮) next to any starter
2. Select Edit
3. Modify the text to be more engaging or clear
4. Adjust the Priority input:
   • Higher values = more likely to appear
   • Lower values = less frequent display

Adding Custom Starters

Create your own conversation starters:

1. Click Add Starter
2. Enter your question
3. Set the priority level
4. Click Add

Best starter examples:

• "What are your most popular products?"
• "How can I get started with [service]?"
• "What makes [company] different?"

Managing Starter Visibility

• Search: Find specific starters using keywords
• Delete: Remove outdated or ineffective starters
• Sort: Order by priority to see most frequent suggestions

Best Practices

For Q&A Management

1. Regular Reviews: Check Q&As weekly to identify patterns
2. Comprehensive Answers: Provide detailed responses that cover related topics
3. Update Knowledge Base: If multiple users ask similar questions, consider adding permanent documentation
4. Clean House: Remove duplicate or outdated questions periodically

For Conversation Starters

1. User-Focused: Create starters that address real user needs
2. Action-Oriented: Use starters that lead to valuable interactions
3. Variety: Maintain 5-10 active starters covering different topics
4. Test and Iterate: Monitor which starters users click most in the 'Statistics' tab

Understanding the Impact

Q&A Benefits

• Continuous Learning: Each answered question improves future responses
• Reduced Escalations: Fewer questions need owner intervention over time
• Better User Experience: Users get accurate answers immediately

Conversation Starter Benefits

• Reduced Friction: Users know what to ask
• Showcase Expertise: Highlight your MyPersona's capabilities
• Guide Discovery: Lead users to valuable information

Advanced Tips

Q&A Patterns

Look for patterns in forwarded questions to identify:

• Missing knowledge areas
• Confusing terminology
• New user needs
• Product or service gaps

Starter Optimization

• Test different phrasings for similar topics
• Use analytics to track click rates
• Align starters with business goals

Integration with Knowledge Base

• Use Q&A insights to improve documentation
• Create new knowledge sources based on patterns
• Link related Q&As for comprehensive coverage

Troubleshooting

Too Many Forwarded Questions

• Review knowledge base completeness
• Check if questions are too specific
• Consider adding FAQ documentation
• Verify integration data is accessible

Low Starter Engagement

• Make questions more specific and actionable
• Test different priority weightings
• Ensure starters match user intent
• Refresh starters based on actual conversations

Next Steps

• Learn about Knowledge Base Best Practices
• Explore Analytics and Insights to track Q&A patterns
• Discover Advanced MyPersona Configuration options