Small Talk in a business:

1. Small Talk strengthens answer bot with natural conversation and gives you the power to impress visitors on your website.
   
2. Small talk can also act as fillers when the bot is looking for answers to the visitors' queries.
   
3. It can easily navigate through the resources present in your portal and provide users the required answers for their queries. 
   
4. Currently, Small Talk supports 30 different languages.

Managing Small Talk packages

What is a package?

A package is a collection of possible informal phrases that a visitor can send during a conversation and the corresponding responses that can be given by the bot. There is a default small talk package that is available - you can either duplicate it and use it as such, or customize it based on your requirements. 

How to manage Small Talk packages?

You can either add a new small talk package directly or duplicate an existing package.

How can you add a new package?

• In the SalesIQ dashboard, navigate to Resources > Small Talk.
  
• Click on Add.
  

• Then, select a reference package. The package you select here will be duplicated, and you can customize the content based on your needs from there.
  

• Give your small talk package a name.
  

• Inside this section, you can click on Add to start adding phrases and the corresponding responses. There are five categories of Small Talk that you can add phrases and responses for - Greetings, Courtesy, Personal Enquiry, Support, and Signoff.
  

How to add Small talk for multiple languages?

• Click on the language drop-down at the top right corner.
  

• By default, English will be listed. Click on the 'Available' tab and select the languages to add. 
  

• The default package will be translated to the selected languages. Click on one of the languages to review it.
  

• You can review the phrases & responses and start to edit/add phrases. 
  
• Then, click on Save, and the language variant will be added to your package. 
  

How can you duplicate an existing package?

• Inside the Small Talk module, click on a package of your choice.
  
• Click on the Duplicate button on the top right corner.
  
• Give your package a name and start adding phrases and responses.
  

Note:

• You need to add at least one phrase/response record to create a package.
  
• You can add a maximum of 5 responses per phrase.
  
• Each phrase can contain a maximum of 40 characters and each response can have a maximum of 100 characters.
  

How to delete a record?

To delete a phrase/response record in a package,

• Click on the delete icon on the far right and the record will be deleted.
  

• There has to be a minimum of at least one record per package. When you delete the last phrase, you will see a prompt that will ask you if you want to delete the last phrase. When you click on 'Delete', the phrase will be deleted and thus the package will be deleted automatically.
  

How to delete a package?

To delete a package,

• Inside the Small Talk module, click on the delete icon on the far right end of the package that you want to delete.
  

• A prompt appears. Click Delete again and your package will be deleted.
  
Note: The Default Small Talk package cannot be deleted.

Troubleshooting common errors in Small Talk

Below are some common errors faced while setting up Small talk. Follow the steps to troubleshoot.

Yet to review error

1. Click on the small talk package for which the error is showing.

Duplicate term error

1. Search for the duplicate term to review. Click on the edit icon to edit the phrases as needed.
   
2. Alternatively, the duplicate phrase can also be deleted to remove it from the package. Click on the delete icon at the far right of a record to delete the phrase.
   
3. And then click on Save.

1. This will add the language for the small talks package.