1. Introduction

In this function, you can add standard answers to frequently asked questions, recommend answers according to users’ questions, and add common phrases to facilitate quick replies to users’ messages and improve the overall efficiency of customer service replies to users’ messages.

2. Instruction

2.1 Add Language

• Setting FAQ and common phrases in different languages allows you to categorize FAQ according to language. After setting the language category, AI search will match the knowledge of the corresponding language to answer according to the message language, helping you to reply to users’ messages easily and quickly even in different language scenarios.

2.2 Setting up categories

• Set up categories for easy management of frequently asked questions and common language settings.

Note: If you delete a category, the FAQ in that category will also be deleted and will not remain in the “All Categories”.

2.3 Adding FAQ and common words

• When adding FAQ, you can set the language you belong to and select the category of FAQ under that language, so that you can easily manage the category when adding FAQ.

① Standard questions: i.e. common user questioning method

② Similar questions: the same question as the standard questions, just a different way of asking

③ Answer: The answer used to reply to this question is equivalent to the standard answer.

In addition to adding FAQ on the “Knowledge Base” setting page, you can also “Add FAQ” for a message on the chat screen to enrich the knowledge base quickly and easily.

• Add commonly used words, so that you can provide associative quick reply function, enter keywords to jump out of the knowledge base of commonly used words, improve the efficiency of the reply.

2.4 Import and export knowledge base

• Batch export/import of knowledge base

It supports exporting frequently asked questions and common phrases from the knowledge base into Excel format, and also provides Excel templates for you to import FAQ to the knowledge base.

① Knowledge base export: Export the FAQ of the existing knowledge base, you can make changes in the exported knowledge base Excel sheet, and then import it to the knowledge base after the changes are made, the knowledge base will be overwritten and updated, thus helping you to modify the knowledge base in bulk.

② Knowledge base import

According to the template we provide, fill in the information such as “standard question/common phrase”, “type”, “similar question”, “answer “After writing, upload the form and click “Import”. If the import fails, you can view the details and reasons for the failure, and you can make changes on this basis and import it to the knowledge base again.

3. Frequently Asked Questions

1） Q：How do I turn on a bot that intelligently replies to user messages based on a knowledge base?

A：You can click “AI Settings” in the knowledge base settings page and turn on “Auto-reply” to automatically reply to the answers of the FAQ based on the visitor’s messages/keywords, which supports chat plug-in, Messenger and Line for now.

2） Q：Do you support sending images when setting up FAQs and frequently used phrases?

A：Yes, you can add up to three images per FAQ when editing, see the image below.

3） Q：How can customer service staff quickly apply the FAQ to send to visitors?

A：In order to improve the efficiency of customer service in handling visitor messages, you can click “AI Settings” on the “Knowledge Base” settings page and turn on “input association”. When customer service enters keywords in the session box, the associated FAQ/common phrases will be displayed, and you can quickly choose to send them.