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  1. 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?“.

  2. 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 first 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.

  3. 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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  1. Can “Do you have any other question?“ prompt that appears after the chatbot provides an answer be delayed?
    Yes, it can. The default is 5 seconds but it can be less longer (or moreshorter).

  2. Why and where FAQ is disabled?
    The FAQ is not enabled in the whole chatbot to improve overall experience. For a good reasonexample, in places like the Job Discovery Flow where we are trying to understand the details of a job search intent (location, job type, etc.) The the FAQ is disabled. Also, during the application process, we are processing free-text entries from the candidates so we need to make sure that FAQ is not enabled, and that we do not process those responses as questions. For the same reason also , Feedback flow also does not handle user’s questionstreat messages from the user as incoming FAQs.

  3. What happens when a user asks a question in a space where FAQ is not enabled?
    There are One of three things that may happen (it all depends where the user is in the chatbot flow). Chatbot may:

    1. Repeat the last message with a prompt to choose one of the options from the list,

    2. Accept question as a response (for example: in the application process),

    3. Ignore the message (nothing happens).