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[Extension] How to create an AI assistant to answer frequently asked questions with the FAQ GPT extension

  • Updated

  1. Demonstration video

  2. Introduction

  3. Features

  4. Prerequisites

  5. Installation and configuration

  6. Support

Brief description: Create an AI assistant trained with your own documents to answer customers’ frequently asked questions within the bot flow and reduce escalation to human support.

 

Demonstration video

To see the complete flow in video, watch the FAQ GPT tutorial.

 

Introduction

The FAQ GPT extension creates an AI assistant trained with your company’s documents. You upload files such as manuals, policies, and FAQ lists, and the assistant uses that content to respond to customers within the bot flow. For example, by uploading a store’s exchange policy PDF, a customer who asks “Can I exchange a product without a receipt?” receives an answer based on that document, without speaking to an agent.

The assistant only responds based on the knowledge base content and understands the same question asked in different ways. When a question is not covered by the documents, it returns the default answer you configured. This avoids fabricated responses, increases the automatic resolution rate, and reduces escalation to human support.

 

Features

  • Knowledge base from files: upload documents in text, PDF, Word, Excel, PowerPoint, and CSV formats to train the assistant.

  • Answers anchored in your documents: the assistant searches for the most relevant excerpt from the base and replies based on it.

  • Assistant configuration: set the name, company or product, tone profile (Friendly, Fun, or Technical), default response for questions outside the base, and additional behavior guidelines.

  • Test tab: chat with the assistant inside the extension before publishing, and if you want, see which document was used to generate each answer.

  • Integration with Builder: add the assistant to a flow via an integration block, with input variable, conversation key, and result variable.

Supported on the following channels: all channels available on the Blip platform.

 

Prerequisites

  • An active support bot on Blip, with a flow in the Builder.

  • An active FAQ GPT extension subscription.

  • The documents that will compose the knowledge base.

  • The Builder Chrome extension installed, used to add the integration block to the flow.

Attention: FAQ GPT is a paid extension. Activation in the Blip Store is done by subscription request.

 

Installation and configuration

Install FAQ GPT on the support bot that will have the response flow, not on the Router.

Install the extension

  1. Open the FAQ GPT in the Blip Store or search for FAQGPT in your bot’s Blip Store.

    Resultado da busca por FAQGPT na Blip Store

  2. Click Request subscription and wait for activation. After activation, the extension appears in the bot’s Extensions menu.

  3. In the Extensions menu, click FAQ GPT to open the panel. The first time, click Get started now to begin configuration.

    Tela de boas-vindas da FAQ GPT com o botão Começar agora em destaque

The panel opens with three tabs: Knowledge base, Settings, and Integrating with Builder.

Painel da FAQ GPT com as abas Base de conhecimento, Configurações e Integrando ao builder

Build the knowledge base

  1. Open the Knowledge base tab and upload the documents that make up the base. The extension accepts text files, PDF, Word (.doc and .docx), Excel (.xls and .xlsx), PowerPoint (.ppt and .pptx), and CSV.

  2. Click Upload files. Each uploaded file trains the assistant and appears in the list, where you can download or remove it.

    Aba Base de conhecimento com a área de envio de documentos e o botão Carregar arquivos

To create documents that yield good answers, follow the documentation best practices.

Configure the assistant

Open the Settings tab and fill in the fields. Changes are saved automatically.

Aba Configurações da FAQ GPT com os campos do assistente

  • Assistant name: the name the assistant uses in responses.

    Campo Nome do(a) assistente na aba Configurações

  • Company or product name: the context the assistant represents.

  • Profile: the tone of the answers, among Friendly, Fun, and Technical. Choose what fits your use case.

    Campo Perfil com as opções Amigável, Divertido e Técnico

  • Invalid response: the message returned when the question is not covered by the knowledge base.

    Campo Resposta inválida na aba Configurações

  • Additional guidelines: rules and behavioral restrictions for the assistant, such as topics it should not answer.

    Campo Orientações adicionais na aba Configurações

Enable the Send document used to build response in the test tab button to see, during tests, which document the AI used to generate each answer.

Botão Enviar documento utilizado para construção de resposta na aba de testes ativado

Click Test at the top of the screen to chat with the assistant and validate the answers before integrating it into the flow.

Botão Testar no topo do painel da FAQ GPT

Integrate with Builder

  1. In the Integrating with Builder tab, click Install extension and complete the installation of the Builder Chrome extension in the Chrome Web Store.

  2. In the Builder, click the add block icon. A new integration block option will appear.

    Ícone de adicionar bloco no Builder com a nova opção de bloco de integração

  3. Open the integration tab, select the FAQ GPT integration, and configure the fields.

    Aba de integração no Builder com a integração FAQ GPT selecionada

    • Input variable: the variable sent to the assistant. The default is input.content, which corresponds to the user’s message.

    • Conversation key: the session identifier used to maintain context between messages. When the key changes, the conversation restarts.

    • Result variable: the variable where the assistant’s response is saved, for example gptCompletion1.

      Configuração da variável de resultado do bloco de integração da FAQ GPT

  4. Add a new block in the flow and present the value of the result variable. The variable must be enclosed in double braces, like {{gptCompletion1}}, to work.

    Bloco do fluxo apresentando o valor da variável de resultado entre chaves duplas

     

Support

If you have questions or problems with the extension, contact us at support@wiv.com.br.


 

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel, or get your questions answered on our support channel 😃

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