Best Practices

Overview

These practices help you get more value from B6AI and keep your workspace secure and maintainable as you scale.

Designing conversational flows

1. Start from the customer’s goal, not the org chart.
2. Keep flows shallow: branch only when it changes the answer.
3. Always provide a path to a human for anything the bot can’t resolve.

Structuring knowledge & training

1. Keep knowledge documents focused and up to date.
2. Add real customer phrasings as utterances so intents generalize.
3. Review misunderstood conversations and feed fixes back in.

Team & role hygiene

1. Assign the least-privileged role that fits each person.
2. Review Enterprise Admins regularly.
3. Deactivate users promptly when they leave.

Integration security

1. Grant the minimum scopes each integration needs.
2. Rotate credentials on a schedule.
3. Review integration activity in the Activity Logs.

Monitoring & iteration

Treat your bot as a living product: watch containment and handoff metrics, review transcripts, and iterate every week. Small, versioned changes compound into a much better experience.