FAQ Hub - Guide

Owned by Rajkiran Alla (Deactivated)
Last updated: Nov 05, 2021
6 min read

Introduction

FAQ hub lets you expose the knowledge base content out to the end-users and search engines with the help of a template we call FAQ hub. For example, Orbita has its own FAQ hub page https://facts.orbita.ai/hub/faq/

With FAQ hub, you can configure a sitemap for your website and feature the information present in the knowledge base. This will make the end-users aware of the content that an organization has with regards to the frequently asked questions by the users in general and their corresponding answers.

A sitemap will make it easier for search engines to crawl your website and will make the information available in the search results to drive meaningful traffic and generate leads.

For example, the questions on the https://facts.orbita.ai/hub/faq/ page are the most commonly asked questions by Orbita users. There are a lot more questions and their corresponding answers that the users can explore, from the topics available in the knowledgebase connected to this FAQ hub.

Starting with FAQ hub

Once the FAQ hub is enabled in your environment, a project named Engage is created and is preloaded with FAQ schema and provider's schema.

You can see this Engage project from the Experience Manager’s project listing page

The Engage project will have all the necessary Experience Designer flows to load your webpage.

Engage environment

You can access the Engage environment using https://yourdomain.orbita.cloud:8443/engage/login

Log in to Engage.

Click the hyperlinks (default bots and knowledge bases) from the welcome screen to create a conversation flows (using Flow Studio) or a knowledge base (using Answers), respectively.

Clicking on the Create a new Answer Hub button will take you to the FAQ Hub listing page.

On the Engage home page, the Create a new Answer Hub button will be visible only if there is no FAQ hub configured in your Engage environment. Once you’ve configured at least one FAQ hub, the screen will display them.

Side Navigation menu

You can navigate to the desired module using the side navigation menu.

FAQ Hub

You can configure the hub settings and the organization settings such as Url, K-Graph, Flow studio, Root Url.

The video on this page outlines the steps to create a new FAQ Hub.

Refer Engage - FAQ Hub Configuration

Knowledgebases

Click on Create a Knowledge Base to configure your own Knowledge Base.

For more information on Knowledge Bases, refer to Orbita Answers - Implementation Guide.

Flows

Click on Create a flow to configure your own bot conversation flow.

For more information on Flow studio, refer to Guide to Flow Studio.

Dashboards

Click on Create a Dashboard (Refer to 3.5.1 How to create an Analytics Dashboard) to create your own dashboards.

For more information on Insights, refer to Guide to Orbita Insights.

Experience Manager

Click on this option and switch to Orbita’s Experience Manager. (This option is visible to the users who have access to both the Experience Manager and Engage.) Refer, User management in Orbita (Personas and Users) | Engage settings

Understanding the Experience Designer flows

Login to Experience Manager and select Engage project.

Navigate to the Experience Designer from the Project side navigation menu.

You will see the default flows (Start Here, Base, Launch) and flows related to the FAQ hub such as Engage Manager V2.

Default flows

The Start Here, Base, and Launch flows are created by default on any new project. They contain basic intents and the respective responses one might find helpful while configuring the chatbot. Refer, 3.1.5 Default Nodes in Experience Designer

Bot Manager flow

The conversational bot used in the web page is configured in this flow.
You will have access to the FAQ hub chatbot separately using the URL https://yourdomain.orbita.cloud:8443/oeapi/bot/hub/inline.

You can also change the UI of this chatbot using the Bot View Template node. For more information, refer to Bot view template node.

Answers flow

Currently, this flow is not used for the FAQ hub.

Flow Manager flow

You can configure the Flow manager and its corresponding nodes to use the chatbot on the webpage.

Engage Manager V2 flow

This flow addresses the below-listed aspects of the FAQ Hub.

Landing page

This flow enables the landing webpage to display the top 50 recently modified facts. You can use the url https://yourdomain.orbita.cloud:8443/hub/:hubname to access this page.

Sitemap

This flow is used to fetch a list of all the questions available in the entire K-Graph. You can use the url https://yourdomain.orbita.cloud:8443/hub/:hubname/sitemap to access this page.

Sitemap.xml

This flow is made for creating an XML file for SEO purposes.

FAQ Topics Page

This flow is used to design the FAQ topics page. This page is loaded when you click on “Learn more” of any of the questions from the landing page.


You can use the url https://yourdomain.orbita.cloud:8443/hub/:hubname/:question to access this page directly.

Customizing the Hub templates

You can customize the hub templates to match your website design using the template nodes used in the Engage Manager V2 flow. Anything on the FAQ hub webpage is customizable using these template nodes.

Home page

You can customize the home page by editing the template nodes under the FAQ Hub - Home Page

The below screenshot shows the home page as viewed on the FAQ hub webpage.

Each template node contains the code block for different sections of the webpage, for example, the Header template node contains the code for the FAQ Hub webpage header.

Header Template node

Web view

Header Template node

Web view

Line 19 to 21

<div class="col-xs-12 col-sm-6 col-md-6"> <p class="bold mb-0 float-md-left float-sm-left float-xs-left">Monday - Saturday, 8am to 10pm </p> </div>

 

Line 22 to 24

<div class="col-sm-6 col-md-6"> <p class="bold float-md-right float-sm-right float-xs-left mb-0">Call us now +1 617-380-7329</p> </div>

 

Question page

Similarly, You can customize the Questions page by editing the template nodes under the FAQ Hub - Question Page.

The below screenshot shows the Question page as viewed on the FAQ hub webpage.

Please modify the template nodes only if you know what you are doing. If you need assistance in modifying the template nodes, contact support@orbita.ai

Best Practices

  • Do not have the same FAQ questions in two different locations (FAQ Hubs) to avoid conflicts with the SEO.

  • Create a link or a tab on your home page and link that to the FAQ sitemap created using FAQ Hub.

  • Sometimes, the chat/voice response format might have to be adjusted to answer the FAQ hub questions. You can use the Screen tab of the multimodal content editor to add FAQ hub friendly content for each answer.

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