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Once the question is classified as FAQ or Small talk, the chatbot enters the FAQ flow. If the chatbot knows the response right away (the case of already trained similar questionswhen similar questions have already been trained) user will be provided with the answer from the corresponding, trained category. If the chatbot was not able, with confidence, provide a response, the “Unknown answer“ response is provided given to the user automatically (like: “I cannot answer this question yet, I will ask my human colleagues and get back to you!“). This response can be customized at the Implementation stage and variations of it can be created (advisable). Once the user receives a response, the chatbot asks if they have any further questions. They can exit the flow by choosing “No“, return to the beginning of the FAQ flow by choosing “Yes“, or just ask another question without clicking anything and get a response to their request.
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The most common entryway is the “Ask a question“ button in the main menu or welcome message. User can also write a variation of “I have a question“ that the chatbot would understand as a trigger for FAQ flow and ask “What would you like to know?“.
Another, common space where FAQ is usually enabled is Content flow. There you can decide which block will handle the FAQ (meaning - when the user will be able to ask their questions without choosing any button and that request will be handledfirst using the “Ask a Question” button). You can also create in your blocks: buttons, quick replies, transitions, etc. that will lead users to the FAQ flow.
Another important entry point is the job carousel, where candidates can ask a position-specific question. In this case, answering “No” to the “Do you have any other question?” will take the user back to the job carousel (and not to the main menu like in other cases).
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