FAQ Automation
This feature is only available for self-serve customers onboarded through our Shopify App
How does FAQ automation work? What is the experience like for my customers?
Our FAQ automation tool enables you to customize answers to specific high-volume questions such as "Do you ship to my country?" or "How do I make a return?" For example, if a customer asks the chatbot, "Do you have any discount codes?", and you have set up an FAQ answer for this topic, the bot will be able to respond with your custom answer. The best part? The customer could ask this question in many different ways – "Can I have a discount?"; "What deals do you have?"; or even, "I want a discount!" (and countless more variations) – and the bot will be able to recognize the customer's question and send them your predefined response.
If the bot is unable to answer the question, either because it doesn't understand the question or because there is no custom FAQ answer configured for that topic, it will always offer to transfer them to a person. Your customers will never hit a "dead-end".
Adding a new FAQ automation
From the inbox, navigate to Chatbot > FAQ Automator
Click Add FAQ
Select a pre-defined topic for your FAQ
Define the title and subtitle content for your FAQ preview. This is what is shown to your customers when they choose to view all your FAQs in the chatbot menu
Write your FAQ answer. This is what is shown to customers when they click on the preview from the chatbot menu, or what is shown to them when they ask the chatbot a corresponding question outright (eg. "How long does shipping take?"
If you have additional languages active in your chatbot, you will also need to translate the FAQs into these languages in this step. If you are seeing unexpected languages, see our info for removing unwanted languages.
Publish your FAQ automation. This will make it immediately visible to your customers in the chatbot.
Altering the order of the FAQs in the chatbot
You can change the order in which the FAQs appear in the chatbot by dragging and dropping the topic boxes on the main FAQ Automation configuration page. Use the preview on the right hand side to see what this will look like for your customers.
Why am I being asked to translate my FAQs into another language?
When setting up a new FAQ answer, you may be asked to translate your FAQ into an additional language outside your default widget language. Our chatbots have the built-in ability to respond to customers in both English and French. This is usually configured when first installing and setting up your chat widget.
If you're seeing an additional language appear and you don't want it to be there, you can easily remove the unwanted language in your chatbot settings.
Please note that if you have multiple languages enabled, you will always need to translate each of your FAQs to ensure all languages used by the bot are able to accurately answer your customers' questions. It is not possible to only activate FAQs in one language for multilingual bots at this time.
We recommend only including languages your teammates can support, to ensure they can always communicate with you comfortably if they ever request to talk to a human. 👍
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