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Connecting FAQ Knowledge Base

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What is a FAQ Knowledge Base?

A FAQ Knowledge Base in Verbex is a centralized repository of frequently asked questions and their answers that your AI assistant can access to provide accurate, consistent responses to user queries. This feature enhances your assistant’s ability to handle common questions and provide reliable information.

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Setting Up Your Knowledge Base

Accessing Knowledge Base Management

  1. Log into your Verbex Dashboard

  2. Navigate to the Knowledge Base section from the main menu

Creating a Directory

  1. Click on “New Directory” to create a dedicated space for your FAQ files

  2. This helps organize your knowledge base content effectively

Configuring Directory Settings

  1. Provide a clear, descriptive name for your directory

  2. Add a detailed description to help identify the directory’s purpose

  3. Use specific naming conventions for better organization

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Managing FAQ Content

Accessing Your Directory

  1. Click on the directory you’ve created

  2. This will open the file management interface

Uploading FAQ Files

  1. Use the upload interface to add your FAQ files

  2. Supported file formats include standard document types

  3. Ensure your files are properly formatted before upload

Connecting a Knowledge Base to Your Agent

  1. Return to your agent configuration

  2. Navigate to the Configuration options

  3. Select and connect the knowledge base to your agent

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Prebuilt Tool Integration

Integrating Tools and APIs into Your Assistant

Integrating tools and APIs allows your assistant to extend its capabilities and interact dynamically with external systems. This feature enables real-time data exchange and task execution, such as sending emails, booking appointments, or connecting with third-party applications like Salesforce. Whether you use prebuilt tools or create custom ones, this functionality ensures your assistant can meet specific operational needs.

 

Step-by-Step Guide to Tools and API Integration

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 Using Prebuilt Tools:

Prebuilt tools offer a straightforward way to execute common actions directly within the call flow. These tools are designed to handle frequent tasks without requiring additional setup.

Setup Email:

  • Fill out a simple form with the required details, such as the sender’s email address and a brief description.

  • The From Email field is the email address that the mail will be sent from. 

  • Then you will need to add the password of your email app to provide access for sending email.

  • Once submitted, the assistant can send the email seamlessly during a call.

Gmail App Password

  • Go to https://myaccount.google.com/  

  • Make sure 2 factor Authentication is Active

  • Search and select App Password

  • Create App Password

  • Use the app password in Verbex

Transfer Calls:

  • Input the necessary fields (e.g., number the call is to be forwarded at) to forward a call when required.

  • Here, Warm Transfer will provide a brief summary to your Human Agent before connecting the call and Cold Transfer will just forward the call

Book Appointments and Check Schedules:
Setting up cal.com

 

1.   Creating account: To create cal account you need to visit https://cal.com/. Then when you signup or sign in with your email address to access the dashboard

2.       Connect with Calendar

  • From the left panel of the dashboard click Apps and set your desired calendar. You can add any calendar, meeting, or other supported apps.

3.       Creating API Key

  • From the left bottom corner click Settings

 

  • From the left panel click API Keys

 

 

  • Now Add an API keys
  • Copy the API Key and save it. You’ll need it later to connect Verbex agent to cal.com

 

4.       Creating Event Type

  • From the left panel of your dashboard click Event Types

 

  • Click +New and feel the details of your event

  • Now do the following steps,

  • Write down a title of the event 

  • Write description of the meeting, 

  • Select duration from drop down 

  • Press continue. Everything is done. 

 

5.       Getting Event Type ID

  • For getting your event type ID you’ll need to go to the following URL:

 https://cal.com/docs/api-reference/v1/event-types/find-all-event-types

  • Now fill up the marked fields in the image below with your API key and press Send
  • You will get all your event types with Ids in a section below the Find all event type just like shown in the image below. You can copy any of your Event Type ID and use it in the PIA LLM calendar app.

You can check API Documentation of cal.com for any further reference.

Integrating Cal.com with Verbex Platform

○   Connect the assistant to a centralized calendar manager, like cal.com API, to ensure real-time scheduling capabilities.

○   Cal.com is a platform where you can centralize all your calendar and scheduling apps. For tracking, updating schedule or even checking for empty slots in your schedule you can integrate cal.com to this platform. You can find the Event Type ID and CAL API KEY in cal.com’s integration options.

○   After that you will need to add the Timezone. You must fill up the time zone in the following manner: Asia/Dhaka.

○   Available schedules can be checked through the Check Calendar Availability tool. This toll must be integrated using the same method and same Event Type ID, Cal.com API Key & Timezone as is shown for Book Calendar tool above

You can check API Documentation of cal.com for any further reference.

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Custom Tools Integration

Custom tools provide flexibility to link your assistant with specialized APIs or third-party systems that aren’t covered by prebuilt tools. This is ideal for tailoring the assistant to meet specific requirements.

  1. Select the “Custom Tool” Option:

    • Navigate to the Tools section and select “Custom Tool” to begin adding a new action.

  2. Fill in the Required Details:

    • Tool Name: Give the tool a clear and descriptive name.

    • Description: Write a concise explanation of the tool’s purpose. This helps the assistant’s LLM understand how to use the tool effectively.

    • API Details: Input the endpoint URL, required parameters, and authentication keys (if applicable).

  • API  Body: For All other API methods apart from GET, you can input the API Body(JSON). You Just need to select the API method and the Body(JSON) will be enabled. Here, you can click on the Add Parameter button and input the API body. You can add multiple parameters in the same tool.

  1. Save and Enable the Tool:

    • After saving, the custom tool will be ready for use within calls. It can fetch or update data dynamically based on user requests.

Why This is Important: Custom tools ensure that the assistant can handle unique workflows and integrate seamlessly with your business processes, making it more effective and versatile.

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Real-Time Data Exchange

One of the key benefits of integrating tools and APIs is enabling dynamic, real-time data interaction.

  • Fetch and Update Data Dynamically:

    • Use integrations to pull customer information, update schedules, or retrieve external data in real time.

  • Practical Example:

    • While scheduling an appointment, the assistant can check availability directly from the central calendar using a connected API.

 

Why Tools and APIs Matter

Integrating tools and APIs bridges the gap between your assistant and external systems, allowing it to perform meaningful actions during conversations. This enhances operational efficiency, improves user experience, and ensures the assistant adapts to your organization’s specific needs.

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Connecting Phone Numbers

Understanding Phone Connectivity

Phone number integration in Verbex enables your AI assistant to handle real voice calls. This feature supports both inbound and outbound calls through various telephony providers and systems.

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Connection Types

For Bangladesh

Inbound Calls

The call flow follows this path:

  1. User initiates call to customer’s PBX

  2. PBX forwards to Asterisk server in Hishab’s IPTSP data center

  3. Asterisk routes to Hishab Platform

  4. Platform processes audio and connects to AI Component

  5. Response returns through the same path

Outbound Calls

  1. AI Component triggers call through Hishab Platform

  2. Routes through Asterisk server

  3. Forwards to end-user

For Other Regions

  • Support for standard telephony providers

  • Direct integration options

  • Custom routing configurations

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Setting Up Phone Numbers

Adding New Numbers

  1. Navigate to Phone Numbers section

  2. Choose between:

    • Buy Number

    • Import Number

  3. Enter required credentials

  4. Save configuration

Required Information

Phone Number (international format)

  • Friendly Name

  • SIP Termination URI

  • Username

  • Password

  • Infrastructure Region

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Best Practices

Number Management

  • Label numbers clearly

  • Categorize by department/region

  • Document configurations

  • Regular testing of connections

Technical Considerations

  • Ensure stable internet connection

  • Verify provider credentials

  • Monitor call quality

  • Regular system checks

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