FAQ flow

Owned by Klaudia (Unlicensed)
Last updated: Sept 28, 2020
3 min read

See FAQ flow in this mockup (blue)

Once the question is classified as FAQ or Small talk, the chatbot enters the FAQ flow. If the chatbot knows the response right away (when 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 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.

Here is an overview of that standard FAQ flow:

 

 

Entering the FAQ flow

There are several spaces from which the user can enter FAQ flow:

  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).

Common questions about FAQ flow:

  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 longer (or shorter).

  2. Why and where FAQ is disabled?
    The FAQ is not enabled in the whole chatbot to improve overall experience. For example, in the Job Discovery Flow where we are trying to understand details of a job search intent (location, job type, etc.) 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, Feedback flow also does not treat messages from the user as incoming FAQs.

  3. What happens when a user asks a question in a space where FAQ is not enabled?
    One of three things may happen (it 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).