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How to Set Up the Simple FAQ Template

  • Updated

Index:

  1. Introduction
  2. Installation & Configuration
  3. Register Questions and Answers
  4. Configure Human Assistance
  5. Channel Connection
     

Introduction

The Simple FAQ is a ready-made template for companies that want to strengthen their relationship with customers by providing automated answers to frequently asked questions, while reserving human assistance for specific issues that require more attention.

 

The Simple FAQ template consists of:

  • User greeting;
  • 5 options for questions and answers that can be created and edited directly by the company;
  • Reception of compliments;
  • Request for human assistance at any time.

Its use will speed up the availability of answers to your audience's most common questions, while allowing customer service time to be invested in issues that add more value to your customers.

 

It is supported on the Blip Chat, WhatsApp, Instagram, and Messenger channels.

 

Installation & Configuration

To use your Simple FAQ template, just follow the step-by-step instructions in this article here.

 

Next, you need to configure the Simple FAQ of your Smart Contact.

 

 

Register Questions and Answers

For this, we have 3 main steps below:

To register questions and answers (and later to edit them), access the resources functionality of the Simple FAQ service by following the steps below:

 

1. After selecting the template, you will be directed to the package router.

2. Access the Services tab in the central menu.

 

 

3. In the list of services, click on Chatbot: Simple FAQ.

 

4. Now that you have opened the Simple FAQ chatbot, access the menu through the three dots and go to the Content option.

 

5. Click on the Resources tab in the left corner.

 

6. Click on the Add New button in the right corner of the screen.

 

7. At this point, you will reach this screen for creating Resources:

 

The resources are effectively the questions and answers. To create them, you need to fill in the 3 required fields for each question. They are:

  • Key: Contains the content of the question.

 

To be displayed correctly on the screen, it is essential to use the format NUMBER + PERIOD + QUESTION TEXT.

For example: “1. What is the company address?”

 

In this way, the questions will be displayed in numerical order. It is extremely important to put it in this format; otherwise, the menu options will not make much sense, and there may be problems with the messages the smart contact will show.

  • Type: Just select the Text option.

 

  • Content: Here is the answer to the question you are registering. It will be displayed by the smart contact when responding to the question selected by the user.

8. For each set of key + type + content filled in, you will have a question and answer available in the Smart Contact.

You must register at least 1 and at most 5 questions in your FAQ. If you register more than 5 questions, only the first 5 will be displayed.

 

Notes on questions and answers:

1. Currently, the resources screen is showing errors when creating, editing, or deleting resources that contain accents or special characters such as punctuation or emojis. The error is only reported, but the characters are accepted. Just ignore the error message and continue with the configuration.

2. The FAQ must not have repeated numbering in the questions. For example, two options with number 2. Each question must have a different number.

3. It is advisable to create questions that are not very similar to each other, so that if the user responds with a text message instead of the option number, the bot can correctly identify the question to be answered.

Positive example of distinct FAQ options:

  • Contact phones
  • Company address
  • Card limit
  • Website registration

Example to avoid (long and similar questions):

  • What is my credit card limit?
  • What is my credit card due date?
  • How do I cancel my credit card?

For the previous questions, if the user types credit card, the bot will not be able to distinguish which of the 3 questions it should display the corresponding answer to. Consequently, it will show the answer to the first question containing the text typed, in this case, credit card.

 

About the "Give Compliment" option:

The Give Compliment option is automatically added to your Template menu. It is not necessary to register it as a FAQ resource.

All compliments will be sent via email, with the email address registered in Template Customization, General Information (Step 1).

 

 

 

Configure Human Assistance

To allow the Smart Contact user to contact a human agent at any time, it is necessary to configure human assistance for the Smart Contact. To do this, follow the steps below:

 

1. Access the router of your Smart Contact and click on Services in the central menu.

2. In the list of services, click on Chatbot: Human Assistance Simple FAQ.

3. Now that you have opened the Human Assistance Simple FAQ chatbot, to configure it, follow the steps in this article sequence:

 

 

Human assistance through the FAQ

Optional functionality

 

Another available option is to use the Simple FAQ template as a way to direct each question option to a predefined human service team. In this way, the questions function as a triage method, guiding users to a specific group of agents.

 

To transfer to a default team (called Default), simply create the question in the "Key" field and enter the word "Service" in its respective "Content" field.

 

If you want to transfer to a specific team, you must first create the team by following the steps in Human Service Settings.

Next, in the Service Rules article, you need to use "contact extras," inserting the team/department name.

See the following example:

 

Create service rules according to the company's teams (1 rule per team).

Fill in the rule information according to the screen above, varying the "value" field and "Forward service to" with the name of the already created team. Then click Save. Repeat this step for all the rules you want to register.

Next, return to the "Resources" item in the "Contents" menu, where the questions and answers of your FAQ are located (see item).

 

On this screen, after creating the question in the "Key" field, fill in the word "Service" and then the name of the team in its respective "Content" field.

For example, for a team called "Sales", the content field would be filled with "Service Sales", as shown in question 3 in the image below:

 

 

Channel Connection

We're almost there! Your Simple FAQ Smart Contact is created and configured.

Now, just connect it to a channel.

 

Follow the documentation for publishing on the channels supported by this template:

Regarding channels, it is important to note that if you want to connect your Smart Contact to Instagram, you must first connect it to Messenger.

 

For more information, visit our discussion on the subject in our community or the videos on our channel. 😃

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