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Setting up OUs

To set up Organisational Units (OUs), the following steps must be followed:

1 - Create the hierarchical OU structure,

2 - Create a "Botmaster" role as well as a "Collaborator" role for each level,

3 - Create users (or modify existing users) and link them to the corresponding OU and role.

After these 3 steps, detailed in the rest of this section:

  • Any Smart FAQ created by the level N botmaster becomes available to all OUs. Each level N-1 botmaster can, however, modify the answer to personalise it for their unit.

  • A Smart FAQ created by a level N-1 botmaster will be specific to their OU and accessible in the chatbot only to users of that OU.

  • The "Knowledge > Smart FAQ" function then opens additional features related to OUs. Refer to the section Smart FAQ specifics.

Creating the hierarchical OU structure​

  • Select the "Security > Organisational Units" function from the menu.

  • Only one OU, named "Global", is represented in the hierarchical structure area:



  • Click on Global to access the "Add a child organisational unit" button:
    • This default name can be personalised using the "Edit" button

  • Specify the name of the child OU to add and "Save": Example: Regional Directorate A


  • A short name can be entered in the "Synonym" area. Example: RD A Refer to the section Querying another OU's bot for more details.

  • Repeat the action as many times as necessary to arrive at the final structure
    Example:



Creating roles per level​

User profiles​

Each level of the hierarchy will include different user profiles:

  • a botmaster, administrator of the knowledge base and chatbot skill settings. They also have access to the chatbot. Depending on their hierarchical level, the botmaster will not have the same authorisations for back-office functions. You must therefore create as many "botmaster" roles as there are levels in the structure. Example: National Botmaster (level N) and Regional Botmaster (level N-1)

  • collaborators, limited to using the chatbot only.

Descriptive diagram of user profiles in a hierarchical OU structure:




Each of these user profiles must be defined in the "Security > Roles" function.

Botmaster rights according to level​

Listed below are the features that must be authorised to the botmaster according to their level in the hierarchical OU structure:

MenuBack-office feature (1)Rights of the
National Botmaster		Rights of the
Regional Botmaster
Chatbot > WelcomeView & Update parametersYesNo (2)
Chatbot > ConversationView
Add / Modify / Delete		Yes
Yes		Yes
No
Chatbot > SatisfactionUpdate scenarios and messages
Satisfaction measurement per OU		Yes
Yes		No
Yes
Chatbot > MisunderstandingModify message per status
Configure opening hours		Yes
Yes		Yes
No
Knowledge >
Smart FAQ		Add a common Smart FAQ
Edit a common Smart FAQ
Delete a common Smart FAQ
Disable a common Smart FAQ		Yes
Yes
Yes
Not applicable		No
Yes (3)
No
Yes
Knowledge >
Smart FAQ		Add a specific Smart FAQ
Edit a specific Smart FAQ
Delete a specific Smart FAQ
Move a specific Smart FAQ to the common base		Yes
Yes
Yes
Yes		Yes
Yes
Yes
No
Knowledge >
Dictionaries		View
Add / Modify / Delete		Yes
Yes		Yes
No (4)
History > ConversationsView their OU's conversations
View level N-1 OU conversations		Yes
Yes		Yes
No
History > CommentsView their OU's comments
View level N-1 OU comments		Yes
Yes		Yes
No
DashboardsView their OU's statistics
View level N-1 OU statistics
Consolidation of child OU data		Yes
Yes
Yes		Yes
Yes
No

(1) For the exact names of the authorisations to tick in the "Security > Roles" function, refer to the Rights section.

(2) The bot's welcome screen is common to all OUs and administered by level N. The level N-1 botmaster does not see it in their menu.

(3) The level N-1 botmaster can edit a so-called "common" Smart FAQ (created by level N) but only on the following elements: answer text, URL link and linked files.

These modifications only apply to their OU. Other OUs have the common Smart FAQ elements, unless they have made their own modifications.

(4) The dictionary remains common to all OUs and is therefore only administered at level N.

Linking users to a role and an OU​

Go to the "Security > Users" function.

Add a user or, if they already exist, access their profile via the "Edit" button:

  • enter the username (their identifier) and their email,
  • enter their last name and first name,
  • link them to a role,
  • and select their organisational unit.

Example:

  • Assign the "National Botmaster" role if the user is responsible for the Smart FAQ and settings at level N. In this case, they must be linked to the "National Directorate" OU.
  • Assign the "Regional Botmaster" role if the user is responsible for the Smart FAQ and settings at level N-1. In this case, they will be linked to one of the "Regional Directorate A", "B" or "C" OUs.
  • Assign the "Collaborator" role if the user only has access to the chatbot.