Purpose Statement

The First Aid AI Chatbot is an intelligent assistant embedded directly in the First Due platform to provide instant answers to user questions. This feature enables users to quickly access knowledge base information without leaving their current workflow, improving efficiency and reducing the time spent searching for documentation or waiting for support responses.

Background Information

The First Aid AI Chatbot serves as a virtual help desk assistant available 24/7 within the First Due platform. It leverages the comprehensive First Due Knowledge Base to deliver accurate, context-aware responses to user questions in real-time. This feature is particularly valuable for:

• New users learning the platform who need immediate guidance
• Experienced users seeking quick reminders about specific features
• Administrators looking for configuration or troubleshooting assistance
• Field personnel needing fast answers during time-sensitive operations

The chatbot uses artificial intelligence to understand natural language questions and retrieve the most relevant information from the knowledge base, presenting it in a clear, summarized format. This eliminates the need to manually search through multiple articles or wait for email support responses.

Prerequisites:

• Active First Due user account
• Access to the First Due platform (web or mobile)
• Internet connection for real-time responses

Required Permissions

No specific permissions are required to use the First Aid AI Chatbot. This feature is available to all First Due users regardless of their role or permission level.

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Step-by-Step Guide

Step 1: Locate the First Aid AI Chatbot

The First Aid AI Chatbot icon is permanently visible in the bottom right-hand corner of your screen throughout the First Due platform. The chatbot remains accessible regardless of which module or page you're currently viewing.

Step 2: Open the Chatbot Interface

Click on the First Aid icon in the bottom right corner to open the chat interface. A conversation box will appear, displaying a text input field where you can type your question or prompt.

Step 3: Ask Your Question

Type your question or information request into the text input field. You can ask questions using natural language, such as:

• "How do I create a new incident report?"
• "What permissions are needed to approve time off?"
• "How do I add a new user to the system?"

When you've finished typing your question, click the Paper Airplane icon to submit it.

Step 4: Review the Response

First Aid will quickly analyze your question, search the First Due Knowledge Base, and provide a concise, summarized response. The information is presented in an easy-to-read format that directly addresses your question.

Step 5: Interact with the Response

Below each response, you'll find several action buttons:

Copy Button: Click this to copy the response text to your clipboard for pasting into other applications or documents.

Thumbs Up Button: Click this if the information provided was helpful and answered your question satisfactorily. This feedback helps improve the chatbot's performance.

Thumbs Down Button: Click this if the information was not helpful or didn't answer your question. This feedback helps identify areas where the chatbot or knowledge base content may need improvement.

Step 6: Access Additional Resources

Within the response, you'll find hyperlinks to:

Knowledge Base Article: Click this link to open the full knowledge base article that the information was sourced from. This is useful when you need more detailed information or want to review the complete documentation.

Submit a Ticket: Click this link to create a support ticket if your question wasn't fully answered or if you need personalized assistance from the First Due support team.

Step 7: Continue or Close the Conversation

Start a New Conversation: Click the Refresh icon to clear the current conversation and start fresh with a new question. This is helpful when switching to a completely different topic.

Close the Chatbot: Click the X to close the chat interface. The chatbot icon will remain visible in the corner, and you can reopen it anytime by clicking the icon again.

Best Practices

Be Specific with Your Questions The more specific your question, the better First Aid can identify the relevant information. Instead of asking "How do scheduling work?" try "How do I create a recurring shift assignment?"

Use Natural Language You don't need to use specific keywords or formal language. Ask questions the same way you would ask a colleague, using complete sentences and natural phrasing.

Review Full Articles for Complex Topics While First Aid provides excellent summaries, complex procedures or configurations may benefit from reading the full knowledge base article. Always use the provided link to access complete documentation when needed.

Provide Feedback Use the thumbs up and thumbs down buttons consistently. Your feedback helps improve the chatbot's accuracy and ensures the knowledge base content remains relevant and helpful.

Try Rephrasing If Needed If the first response doesn't fully answer your question, try asking the same question using different words or providing more context about what you're trying to accomplish.

Use for Quick Reference The chatbot is ideal for quick lookups and reminders about features you've used before but need to refresh your memory on. It's faster than searching through documentation manually.

Avoid:

• Asking multiple unrelated questions in a single message (ask one at a time for best results)
• Including sensitive or confidential information in your questions
• Using the chatbot as a replacement for proper training on critical procedures

Troubleshooting & FAQs

Q: The First Aid icon isn't visible on my screen. What should I do?

A: Try refreshing your browser page or logging out and back in. If the issue persists, clear your browser cache and cookies. The chatbot should be visible to all users on all pages within First Due. If you still don't see it, contact your system administrator or First Due support.

Q: First Aid gave me an answer, but it doesn't seem relevant to my question. What should I do?

A: Click the thumbs down button to provide feedback, then try rephrasing your question with more specific details. You can also click "Submit a Ticket" to get personalized help from the support team. Consider using different terminology or breaking complex questions into smaller, more focused questions.

Q: Can I ask First Aid questions about features I don't have access to?

A: Yes, you can ask about any First Due feature. However, the information provided will be general. If you need specific guidance on features you don't have access to, consult with your administrator about permission requirements or contact support to discuss feature availability.

Q: How long does it take for First Aid to respond?

A: First Aid typically responds within a few seconds. If you experience delays, check your internet connection. The response time may occasionally be slightly longer for complex queries that require searching through extensive knowledge base content.

Q: Does First Aid remember our previous conversation?

A: First Aid maintains context within a single conversation session, but when you click the refresh icon or close and reopen the chatbot, it starts fresh. Each new session is independent, which ensures you get focused answers to new questions without confusion from previous topics.

Q: What happens when I click "Submit a Ticket"?

A: This link opens the First Due support ticket submission form, where you can provide detailed information about your question or issue. A support team member will respond to your ticket directly, typically via email, with personalized assistance.

Q: Can First Aid help with custom configurations specific to my department?

A: First Aid provides information based on standard First Due functionality and general best practices. For questions specific to your department's custom configurations, you may need to consult your internal administrator or submit a support ticket for personalized guidance.