FAQ
UA | US | RU |
|---|
1. Introduction
Definition
«FAQ» (Frequently Asked Questions) is a category of automatic responses in AI Support that handles greetings and typical subscriber questions in the open chat (outside any tunnel). Functionally identical to Smart Responses — the only difference is the application: FAQ operates in the company-wide chat, Smart Responses operate inside a specific tunnel. Used during the Engage, Manage and Retain stages of the customer lifecycle.
The module reads subscriber messages in the company chat, matches them against keyword groups, and sends the corresponding response. It does not require attachment to a tunnel — it works for all subscribers as Default Answers. A response can include an LGT «Smart Response» to subscribe the client to a tunnel directly from the chat.
The B2B operator (marketer, sales manager, customer support) configures the FAQ base: answers to typical questions («business hours», «address», «contacts», «warranty»), greetings, and attached LGTs. Keywords can be added in bulk from an Excel spreadsheet.
The B2C client (subscriber) writes to the bot in the open chat and receives a relevant answer from the FAQ base. If an LGT is attached to the answer, the client can subscribe to a tunnel directly from the bot's reply.
Written to the Client's Card: the auto-response trigger (which key fired and when), new tunnel subscriptions made through FAQ LGTs, and the history of the subscriber's free-form dialog with the bot.
After reading this you will understand:
what the FAQ category is and how it differs from Smart Responses;
how to configure an automatic response to a typical subscriber question;
how to add keywords in bulk from an Excel spreadsheet;
how response priority works between tunnels and Default Answers;
how to test the configured auto-responses;
which common mistakes occur and how to fix them.
Purpose
FAQ is the primary automation mechanism for the first touch in open chat. It turns basic subscriber communication into self-service and removes routine load from managers.
Engage: greetings and replies to «tell me more», «what do you offer», «pricing» — keep a new subscriber actively engaged while a manager is unavailable. The job — provide an instant reaction to any first touch without a manager.
Manage: replies to operational questions from existing clients («business hours», «contacts», «how to pay», «where to send documents») — reduce support load. The job — offload managers from routine chat inquiries.
Retain: auto-replies to returning customers («when is the next cohort», «new program», «loyalty discounts») — maintain the connection without active outreach by a manager. The job — keep the base warm through self-service auto-responses.
2. Configuration overview
Configuring an automatic response in the FAQ category takes four steps: choose category and tunnel, create a group, add keys, attach response and LGT.
2.1. Preparation
Before you start, make sure that:
you have access to the AI Support section and permission to edit automatic responses in the company;
you have decided which tunnel (or all of them — as Default Answers) the new auto-replies will be linked to;
you have a list of keywords and draft replies prepared.
Important: if a keyword contains special characters, the automatic response will not trigger. Use letters, digits, and spaces only.
2.2. Choose category and tunnel
Select the category — «FAQ» or «Smart Responses».
Select the tunnel within which the automatic answer will operate.
If no tunnel is selected, the answer belongs to Default Answers and triggers for all company subscribers — including those who are not subscribed to any tunnel.
2.3. Create a group
Click the «Create Group» button.
Enter the group name. You can leave «Group title» (default), but it is better to set your own — to make it easier later to navigate which answers belong to which groups.
2.4. Add keys
Enter a key — a word or a phrase. Click «Add» or press Enter. Keys appear below the input field — you can add as many as you want. To delete a key, click the «×» to the right of it.
Bulk add. If you have a ready list of keywords (for example, in Excel), you can add them all at once: copy the list from your document and paste it into the key field. Words must be separated by commas, for example: price, buy, how much does it cost.
Click «Add» or press Enter — all keywords will be added as separate tags.
2.5. Response and LGT
Click «Add Answer».
If needed, select an LGT (type «Smart Response») — so the answer automatically subscribes the client to a tunnel.
Click on the message itself — the Message Builder will open. Edit and save the answer text.
To add more groups, repeat steps 2.3–2.5. To add keys in bulk, use the tip from step 2.4.
3. Response delivery logic
If a key is found in the subscriber's message — the bot sends one of the answers from its group.
If two keys from the same group are in the message — the bot sends only one answer.
If there are multiple answers in a group — they are sent in turn cyclically: first the first, then the second, etc.; after the last — the first again.
If a subscriber is in a specific tunnel and auto-answers are configured for it — the bot sends exactly those.
If a subscriber is in several tunnels — they receive answers from all subscribed tunnels.
If the same key exists in several tunnels with different answers — the subscriber receives the answer from the most recently subscribed tunnel. Similarly — if the key exists in both Default Answers and a tunnel: the tunnel answer takes precedence.
Example: in the tunnels «Template — yoga yogurts» and «TEST», an answer to the key «price» is set. The subscriber first subscribed to «Template — yoga yogurts», then to «TEST». If they write «what is the price» to the bot, the answer comes from the «TEST» tunnel.
4. Common mistakes
Issue | Cause | Solution |
|---|---|---|
The bot does not react to a keyword. | Special characters are used in the key — the trigger does not fire. | Rewrite the key without special characters (letters, digits, and spaces only). |
The subscriber writes a keyword but no auto-reply arrives. | The subscriber is not in any tunnel for which a reply is configured; no Default Answer exists. | Create an auto-reply without selecting a tunnel — it becomes a Default Answer and works for all subscribers. |
The subscriber receives a different answer than expected. | The same key exists in several tunnels with different answers. The answer from the most recently subscribed tunnel takes effect. | Use unique keys in each tunnel, or verify the subscriber's subscription order. |
The bot sent only one reply to a message even though it contained two keys. | Both keys belong to the same group — the bot sends one answer per group. | Distribute keys across different groups if you need separate reactions. |
All group answers are sent in the same order. | Expected behavior: answers cycle from the first added to the last. | If the order is wrong — remove the answers and re-add them in the desired sequence. |
Related instructions
Instruction | About |
|---|---|
Main module for bot response automation — contains FAQ, Smart Responses, Unrecognized Messages, and standard messages. | |
FAQ-equivalent category of auto-replies that works inside specific sales tunnels. | |
Automation of replies to Facebook post comments — FAQ-like mechanism for FB. | |
Automation of replies to Instagram post comments — FAQ-like mechanism for IG. | |
Lead Generation Tools — LGT types including «Smart Response», which attaches to an FAQ answer to subscribe to a tunnel. |
Key terms
Term | Explanation |
|---|---|
FAQ (Frequently Asked Questions) | Category of automatic responses in AI Support that handles subscriber messages in the company-wide open chat. |
AI Support | Rule-based automation module for bot responses to subscriber messages and actions. Contains the FAQ, Smart Responses, Unrecognized Messages categories and standard messages. |
Category | Type of answer base — FAQ or Smart Responses. Functionally identical, separated by purpose only (chat vs. tunnel). |
Group | A set of keys and answers within a single category and tunnel. One key fires one answer from its group. |
Key | Trigger word or phrase. When the bot sees a key in a subscriber's message it sends one of the answers from the matching group. |
Answer | Bot's reaction to a key. If a group has multiple answers — they are sent in turn cyclically. |
Tunnel | Sales Tunnel — a sequence of messages and blocks a client is subscribed to. Auto-replies can be scoped to a specific tunnel. |
Default Answers | Auto-replies not bound to any tunnel — work for all company subscribers, including those who are not subscribed to any tunnel. |
LGT «Smart Response» | Lead Generation Tool attached to an FAQ or Smart Response answer that automatically subscribes the client to a tunnel directly from chat. |