FAQ
This feature enables you to pre-register commonly asked questions within Channel Talk. Our AI agent, ALF, can then respond to these inquiries by drawing upon the answers provided in the FAQ. (→ ALF Guide)
[Channel settings] - [Chat] - [FAQ] - [+ Create new FAQ]
Language: Select the language you want to create the FAQ in.
Question: The question can be up to 100 characters long, regardless of the language.
Additional Questions: You have the flexibility to set up to 10 additional questions, allowing you to address various types of queries from your customers.
Answer: You can only answer one question, and you can enter up to 500 characters.
Save: All fields must be filled in before the Save button is activated. It will be saved as private when saved.
Publish: The FAQ will be published to the public.
AI Recommendations will only be released to select customers initially. It will then be rolled out to all channels.
When a channel reaches a threshold of open chats, AI will analyze these conversations to recommend FAQs that could be beneficial to add. These suggestions are generated based on customer language and are presented in a list sorted by volume, starting with the most frequently mentioned topics.
This process ensures that FAQ additions are informed by real interactions and can effectively address common customer inquires.
You have the option to set this from either the FAQ main screen or the edit screen. When you apply a suggested question from the list, it automatically moves to the bottom of the suggested list. This ensures that you can easily keep track of which suggestions you've already reviewed or acted upon, streamlining the process of managing and implementing recommended FAQs.
1. Set up from the main FAQ settings
[Channel settings] - [Chat] - [FAQ] - [AI Recommendations]
Select a question from the list, and click [Create a draft] to create a new draft in private.
This feature allows you to work on refining the question or drafting an answer without it being immediately visible to users.
2. Set up from Create FAQ
[Channel settings] - [Chat] - [FAQ] - [Create new FAQ]
Select a question from the AI suggestions list on the right. Press [Apply] to incorporate the selected question for editing and composition.
1. User chats using ALF
If your FAQ is public, you have the option to specify whether or not you want AI agents (ALF) to utilize it. (→ Refer to the ALF guide)
When a query aligns with a question from a registered FAQ, the ALF will directly use the answer from that FAQ to respond to the question.
Within the FAQ list, you can track the frequency with which ALF has utilized that FAQ answer.
2. Internal team chats
You can copy the link to the FAQ question and share it within your team.
The link is intended for internal sharing and is only visible to managers who are participating in the channel, not users.
Please provide precise keywords for your questions. Additional questions should include other phrases or keywords your users may use to ask the question.
The more specific your answers are, the better ALF can utilize them in the future.
ALF has to be activated in the support bot feature for ALF to answer using FAQ.
Can all channel managers create and edit FAQs?
Unless specific roles are set up in your channel, all managers can create and edit FAQs.
Managers that do not have inbox access permission cannot create or edit FAQs.
How many FAQs can I create?
You can create up to 500 public FAQs.
How do I edit my published FAQs?
You can click on the FAQ you wish to edit and start editing. If you make any edits to any of the question / answer / languages, the [Save] button will be activated in the top right corner. Please save your edits once you are complete.
Can I recover deleted FAQs?
Deleting AI Recommendations and published FAQs is permanent, and you are not able to restore it.
How is the FAQ listed?
The FAQs are arranged based on the most recent modifications, and you also have the option to sort them by creation time. You'll find an arrow that enables sorting by item.
Can we use this in our free plan?
The FAQ itself is available on the free plan. However, AI recommendations are only available on the paid plan.