Business Vocabulary

Teach your agent which words mean the same thing for cleaner Q&A learning and retrieval

Business Vocabulary#

Business Vocabulary is where you teach your agent that different words mean the same thing in your business. For example, "self shoot" and "self photoshoot" refer to the same service, or "branch" and "location" refer to the same concept.

These aliases are used to clean up Q&A learned from chats and to deduplicate overlapping claims so your knowledge stays consistent.

Accessing Vocabulary#

  1. Go to your agent dashboard
  2. Click Settings > Vocabulary

How Aliases Work#

Each alias row maps a word or phrase to its canonical form inside one of six fields:

FieldTypical use
ServiceDifferent names for the same service (e.g. "self shoot" → "self photoshoot")
PackagePackage name variations or abbreviations
VariantVariant labels for a product or service
BranchBranch name variations (e.g. "Makati" → "Makati Branch")
Price TypePricing tier wording variations
GenericCatch-all for any other business term

For every alias you add, the agent treats both the alias and the canonical word as the same thing during Q&A learning and lookups.

Adding Aliases#

Manually#

  1. Click Add Alias
  2. Pick a Field from the dropdown
  3. Enter the Canonical form (the word you want the agent to use)
  4. Enter the Alias (the alternate wording customers or staff actually use)
  5. Click Save

From Suggestions#

When the agent finds repeated alternate wordings in recent chat training, they show up in the Suggested Aliases card at the top of the page. Each suggestion shows:

  • The field it belongs to (Service, Package, etc.)
  • The alias → canonical mapping
  • How many times it appeared and a confidence indicator

Click Add on any suggestion to promote it into your alias list. Click Save to persist the list.

Editing and Removing#

  • Click into any alias row to edit the canonical form or the alias text
  • Click the trash icon to remove a row
  • The Source badge on each row shows whether the alias was added manually, came from a starter profile, was learned from chats, or was imported

When to Add Aliases#

  • You see the agent treating obvious synonyms as different things
  • Learned Q&A is fragmenting because the same question is phrased differently by customers and staff
  • A scope-specific term (a service, a branch, a package) has multiple local names
  • Q&A conflicts or duplicates are being flagged in Knowledge Health that are really the same claim with different wording

Related Pages#