Minerva Chatbot

Ivy is HIPAA and FERPA compliant and utilizes best practices in data security and privacy. No personally identifiable information submitted to the chatbot is shared with OpenAI or anyone else.

How to access Ivy.ai Admin Portal?

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  • To access the portal, navigate to Ivy.ai Admin Portal.

Can't access Ivy.ai Admin Portal?

First Time or New User:

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  • User should reach out to their department lead to request access.

Returning User:

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  • If user is no longer able to access Ivy admin portal, their department lead needs to verify whether user still has access.

Department Lead:

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  • If Department lead is not able to access the admin portal they can submit a ticket to ITS Service Desk.

Can't access or view Office Chatbot in the Admin Portal?

Functional User:

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  • User should check with Department Lead, whether they've been granted access to the specified bot.
    
    

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  • If user has been granted access to a chatbot and they still can't access, Department lead will log into Ivy Admin portal and submit a ticket to Ivy from the Support/Help Center.

Department Lead:

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  • Department lead will reach out to Ivy by logging into Ivy.ai Admin portal and submit a ticket to Ivy from the Support Center.

Chatbot widget does not appear on department/office site?

User should try the following:

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  • Clear browsing data.

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  • Try using a different browser.

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  •  Ensure that website or department is included in the list of departments using Minerva.

If incident is not resolved, provide the following details about the occurrence in a ticket submitted to ITS Service Desk.

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  • Website link.

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  • Screenshot detailing the issue.

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  • Time of the occurrence.

Chatbot not rendering a response or accurate response?

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  • User should reach out to the bot owner/department lead for further support(contact for department should be listed on their website).

Training

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  • Each department is responsible for training their staff.

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  • Training request can be made to UA's Primary Contact to help facilitate, submit a ticket to ITS Service Desk

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  • Functional users can also address their concerns or questions at Ivy/Ualbany's Quarterly User Group meeting or Biweekly Office Hours.

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  • Training resources can be accessed in the Knowledge Base through the admin portal. Additionally, please see recording providing an overview of IvyQuantum Admin System.

Maintaining IvyQuantum Inbox

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  • Please see Inbox in the Knowledge Base.

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  • You can also log into Ivy Admin portal and submit a ticket to Ivy from the Support/Help Center.

Inviting a New User to the Ivy.ai Admin Portal

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  • Each department lead will handle new chatbot access request.

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  • Department leads will evaluate and manage chatbot access and request. Please see Inviting a New User to the Admin Portal in Ivy.ai Knowledge Base.

Deactivate or Reactivate User from Admin System

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  • A user should never be deleted from the system, or else all past data will be lost.

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  • Department leads or chatbot admins can remove or grant access to users in the system. Please see Deactivating an Account or Reactivating an Account in Ivy.ai Knowledge Base.

Chat Intros

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  • Chat Intros allows you to customize introductory sequences for your chatbot or create unique introductory messages based on a specific URL where the chat originated. Please see Chat Intros in Knowledge Base.

Re-crawl Department/Office website

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  • With IvyQuantum, chatbots can now keep content in sync with your website via daily automatic knowledge update.

Adding an Existing Chatbot to a New Site

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  • User submits a ticket to ITS Service Desk.

Update User Permissions and Roles

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  • Each department lead is responsible for assigning and updating permissions/roles for their staff. Please see Roles & Permissions or Updating Admin Roles and Permissions in Ivy.ai Knowledge Base.

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  • ITS will only be responsible for updating and assigning the permissions/roles for a department lead, should there be staff changes.

Add Pinned Message

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  • Log into Ivy portal →  Chatbot → Styling → Chatbot UI → Set a Pinned Message → Type in Message → Save.

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  • If user needs additional help, log into Ivy Admin portal and submit a ticket to Ivy from the Support/Help Center.

Pulling Questions/Answers from Another Department's bot

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  • Ivy.ai offers a "Shared Brain" feature in all the bots. Once this feature is toggled on, the bot will check answers in other bots when an end-user asks a question to a specific bot, and send that answer to the end-user if applicable.

No Confidence Email Going to Spam Folder

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  • In case the bot fails to respond to a question, it is necessary to send an email to the designated office/department email address. Prior to that, the department needs to whitelist/safelist the "@ivy.ai" domain in Outlook. If the department team observes that emails are still being directed to the Spam folder, please adhere to the following instructions:

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    • While in Beta Mode, open Chatbot section → Click on Complex Responses → Open the No Confidence Response → Open the Compose Email window → Ensure that your office email address is listed in the "Help Desk Email Address" field →  Modify the "Emails Should be sent from" option by selecting "Ivy Email" → Change the "Email Subject Line" option to a title that accurately represents the no confidence email. Please see recording for further reference.

Implement a New Chatbot for an Office

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  • Please see Request a New Chatbot.

New Integration Request

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  • Fill out this form and submit a ticket to ITS Service Desk.

    • Please note Quantum Connect is still  in development

Adding New Questions via Integrated Solution(PeopleSoft)

Provide the following details for this request in a ticket to ITS Service Desk:

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  • Type of questions.

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  • Specify integration.

Implement a New Feature (QuantumSMS, QuantumIVR)

Provide the following details for this request in a ticket to ITS Service Desk:

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  • Office or Department Name.

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  • Feature details.

Quantum Brain - Knowledge Source

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  • Imported Q&A Pairs, Docs & PDFs, Data Tables, Calendars & Feeds (In development), and Emails can also be included in a chatbot’s knowledge. Please see Quantum Brain in Ivy.ai Knowledge Base for further support.

QuantumConnect (In development)

• Quantum Connect will allow you to integrate IvyQuantum with the systems you already use. Ivy.ai has a large library of 30+ integrations to work with, for example, if you use Slate or TeamDynamix, you can integrate that tool with IvyQuantum.

QuantumVoice/IVR: 

• With QuantumVoice you can integrate Ivy with your phone system. While waiting to speak with a real person a caller can ask the chatbot a question over the phone.

• How it helps: QuantumVoice will help deflect calls and reduce call queues for your students.

QuantumMail

• QuantumMail uses the power of Ivy.ai and GPT on your GMail or Outlook Online(browser version) email accounts. The extension will scan emails and suggest responses based on the email's content. Need to write an email, just tell your chatbot what to compose? Your chatbot can also compose draft replies to your overflowing inbox! Please see Instructions.

• How it helps: The extension should both reduce the time spent drafting emails and help standardize communication.

• If user needs additional help with QuantumMail, log into Ivy Admin portal and submit a ticket to Ivy from the Support/Help Center.

QuantumSMS

• Engage students or prospects directly on their phones with SMS text blasts and campaigns. With campaigns you can connect students or prospects with either a real person or the chatbot to get their questions answered via texting.

• How it helps: Better engagement and communication since students usually have a better response rate if you text them instead of sending an email.

Strengthening and Maintaining a Chatbot

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  • Please see Inbox in Ivy.ai's Knowledge Base.

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  • Please see Quantum Brain in Ivy.ai's Knowledge Base.

Support/Help Center

• Navigate to Ivy.ai Admin Portal → Click on Help Center option.
  
  

  • If you are in Beta Mode, click on the App Switcher and select Support Center.

Additional Resources

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  • Ivy's Executive Leadership Team will be hosting "Office Hours" from 12 pm to 1 pm ET every Tuesdays and Thursdays.