What is FAQ Chat?

FAQ chat caters to common questions that are often asked by users and can be easily resolved. You can upload questions and answers and then they can be parsed and added as training phrases. This information is then used by Alli while looking for responses to user questions. The user questions are then answered automatically.

Preparing the FAQ

There are two ways to add questions and answers to your project:

  1. Add Q&A (Manually)
    1. Click on Knowledge Base in the left navigation panel.
    2. Click on ADD FAQ button.
    3. Select ADD Q&A from the dropdown.
    4. Enter questions and answers in the input fields. You can add more than one similar question as well to help train the AI. You can also use variables such as @CITY in the answer part to personalize the conversation.
    5. You can add hashtags to add context or group questions. Create a brand new hashtag simply by a series of words into the Hashtags field.
    6. You can also click 'Find Answer' to extract an answer from the documents you uploaded.
    7. Check 'Create another' to add more Q&A after submitting it.
    8. Click SUBMIT to save.
  2. Upload FAQ
    1. Click on Knowledge Base in the left navigation panel.
    2. Click on ADD FAQ button.
    3. Select UPLOAD FAQ from the dropdown.
    4. Browse or drag a supported file with questions and answers to upload.
    5. Click UPLOAD.
    6. Advanced guides for further help on uploading FAQ:
      Uploading FAQ with Images
      Uploading FAQ with Links and Text Styles

You can also add FAQs using unanswered questions under the CANDIDATES tab with Alli's MRC feature. Check out the following post for further information:
Fill the answer directly from your documents with MRC

Creating FAQ chatflow

The FAQ Node allows you to tap into the questions and answers you uploaded and use them to respond to your customers.

  1. Create an FAQ campaign and chat flow by clicking on the FAQ template:
  2. Depending on the industrial domain setting, you may not see the FAQ template. Alternatively, you can add an FAQ node directly by clicking Answer with FAQ in the campaign editor.
  3. In the Ask a question field, you can enter a message or simply leave it blank.
  4. Finally, make sure to pull an arrow to the FAQ node you just created.
  5. Your FAQ campaign is ready. Test the chat flow by clicking PREVIEW in the top right. If it works as you intended, don't forget to turn on the campaign!

Using FAQ node, you can also allow direct answers from documents, set the scope to limit the search range, set route for specific questions, etc. To learn about more features in the FAQ node, please see Answer with FAQ node guide.