What is the FAQ Bot and how to set up?

An FAQs chatbot helps you automate the most frequent processes within your company, allowing your clients to self-manage their doubts without the need to resort to an agent. Learn how to set up the Solutions Chatbot in this article.

Chatbot ๐Ÿค– solutions are tools designed to replicate answers that your agents provide for your clients. The program is in charge of offering your clients a list ๐Ÿ—จ๏ธ of frequently asked questions and answers (as a menu) where they will select โœ… the question they want to be solved at that moment.

If you wish to learn how to setup โš™๏ธ the Solutions Chatbot or you would like to add more questions to it, in this article, we will teach you how to do it, by following these steps ๐Ÿ‘‡:

How to set up your Solutions Chatbot

โš ๏ธNote: Bear in mind that, to carry out the following process you must have an administrator user.

Step 1: Log into B2Chat with your username and password๐Ÿ”.

Step 2: Click on Solutions Bot, located at the bottom left of your screen, and select the option: "Configuration".

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Step 3: Go to the items menu ๐Ÿ”Ž, and select the department for which you want to create or set up a solutions Chatbot.

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Step 4: Once you've selected a department,  you will see a setup page๐Ÿ”ง like the one below ๐Ÿ‘‡:

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In it you can modify โš™๏ธ:

  • The Presentation message and selection of options ๐Ÿ‘จโ€๐Ÿซ: In this field, you type in the instructions for your client, remember to be very precise so that your users can self-manage their doubts without issues.
  • The message after the bot's response ๐Ÿ‘: Here you type in a farewell text for your client so that when they finish solving their doubts, the last message they see will be this.
  • The Validation Message โŒ: In this field, type in the text you will use to correct possible errors from your clients when selecting the questions. Remember that the Chatbot is programmed to read numbers ๐Ÿ”ข and preset letters, sometimes customers make mistakes and enter invalid options.
  • The Message failed due to attempts โœ‹: In this field, you must type in a warning text โš ๏ธ for your client. When your client sees this message, it will be because they have exceeded the limit of failed attempts and therefore are no longer able to self-manage the question meaning, a human agent ๐Ÿ‘จโ€๐Ÿ’ป is required to solve the issue.


โš ๏ธ Note: In all the above texts you can use: emoticons ๐Ÿ˜€, bold and italics ๐ŸŽจ to personalize the message.

Step 5: Once you're done typing in all of your texts, you must set up and enable โญ• buttons for your Chatbot.

You can rename:

- The "Return" button allows your client to return to the chatbot's previous step.

- The "Advisor" button is used to allow your client to speak to a human agent ๐Ÿค“ directly.

Step 6: Finally, you must choose the number of unsuccessful attempts ๐Ÿ˜… your client can make in the Chatbot before being redirected to a human agent, as well as messaging accounts, such as WhatsApp lines, live chats, or Facebook accounts in which you will enable the Chatbot โ˜Ž๏ธ . Once you're done click on the green button "Save".

How to set up your chatbot's questions and answers

โš ๏ธNote: Keep in mind that, to carry out the following process you must have an administrator user.

Step 1: Log into B2Chat with your username and password๐Ÿ”.

Step 2: Click on the Solutions bot located at the bottom left of your screen and select the option: "Questions and answers".

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Step 3: Go to the items menu ๐Ÿ”Ž, select the department to which you want to add the questions and answers in the solutions Chatbot.

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Step 4: Once you've selected the department, you will see a setup page like the one below ๐Ÿ‘‡:

B2Chat 2021-09-07 16-53-19

In it you can: Type in your chatbot's default question in the field "Question" and write the default answer to your question in the field  "Answer".

โš ๏ธ Note: In both fields you can use: emoticons, bold, italics, and attachments ๐Ÿ“Ž to customize or detail your texts.

Step 5: Once you finish creating each question you can go to the top left of your setup page and select the option: "add another question" or "Add another category" to add more layers to your Chatbot. If that's the case, you just have to repeat step 4 of this article.


Step 6: To finish you just have to click on the blue button "Save changes" located at the top of your setup page.

B2Chat 2021-09-07 16-59-19 

This is how you set up or add questions and answers to your Solutions Chatbot from our B2Chat platform, we hope that this information was useful for your company.
Thank you for placing your trust in us. ๐Ÿค—