FAQ Builder
This feature is currently in Beta
Last updated
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ENGLISH
This feature is currently in Beta
Last updated
Was this helpful?
Was this helpful?
This tab contains a list of all your FAQs currently in Production (that your client can see throughout their experience)
This is your playground where you can view and manage the existing Live FAQs with changes in progress, New FAQs & Categories.
Use the Preview feature to see how your content will look in the chatbot:
Test the AI ability to detect questions, navigate menus and categories.
Drafts must be saved to Preview.
Preview always displays the FAQs from the Draft Section
Publish All button Publishes all your Newly created & edited FAQs from Draft section to your Live Chatbot
~ After Publish All ~
All unpublished changes will be reset to match your live chatbot
Your Unpublished Drafts shall be discarded
Your Draft section will be made consistent with the Live Chatbot.
Write a question that your customers ask frequently.
It’s important to understand that the question starts an interaction with your customers where you should provide a valuable outcome. The question triggers the answer in two ways
Customers click through the FAQs menu, and FAQ cards
Customers write directly something in the chatbot.
To save a FAQ you must write a question & an answer.
Improve your Chatbot AI for this specific question
There are 3 levers to adjust the chatbot ability to detect questions written directly by customers.
Question precision
Similar questions
FAQ type: sales vs support
If multiple languages are enabled for chatbot
Provide translations so that your customers get answers in their preferred language.
These serve as the finishing touches to your FAQ
Get feedback from your customers
Enable “customer rating” and two quick replies (“useful 👍” or “not useful 👎”) will be available in the chatbot after the FAQ’s answer is displayed. This allows your customers to rate the quality of their interaction with FAQs and whether answers are useful | they find what they’re looking for.
To Manage transitions
The quick replies are attached to the answer & to categories.
Allow customers to move to other parts of the chatbot experience with more quick replies. Currently available:
Talk-to-human
Menu
Go to the Draft tab, find the FAQ you want to edit in the list. Click on it. Then modify as you need. Changes must be published to be seen by your customers. (see create & publish above)
Go to the Draft tab, find the FAQ you want to delete, click on the trash icon. The FAQ will disappear from your drafts but is still active in your Live chatbot. You must click “Publish all” to effectively remove the deleted FAQ from your Live chatbot.
Group FAQs by categories to help your customers navigate through FAQs
You can create new categories to group similar FAQs aligned with similar theme (e.g. All Shipping Policy related FAQs can be grouped under one category)
There are some known limitations to the FAQ builder in its current state where users cannot Add or modify/view the FAQs which have certain non-text elements we don’t support for now & working under the hood to make it work in the future versions of the FAQ Editor.
Here is a list of all the Unsupported Elements :
Images & gifs
QR Code
Buttons
External URLs
Other Non Text Multimedia
Answers Pointed to Other Flows
Custom/ Conditional FAQ
In all such cases if you need assistance please reach out to [email protected] around FAQ creation or modification.