FAQ bots can now help your customers ask simple questions and get answers on the spot 24/7. At the same time, your agents can focus on more complex and critical issues rather than dealing with repetitive and simple requests. This user guide provides step-by-step instructions to create an FAQ bot along with the essential information on FAQ files.

<aside> 💡 Note: Before reading this guide, we recommend you read Introducing Bots, which will help you gain a more fundamental understanding of Bots.



<aside> 💡 Note: FAQ bots can’t receive any tickets from social media while custom bots can receive 1-to-1 messages as tickets.


How it works

An FAQ bot operates based on an uploaded FAQ file, which consists of frequently asked questions and answers. If you provide a high-quality substantial amount of questions and answers, your customers will get more accurate and helpful information.

When a customer asks a question, the FAQ bot finds out the keyword within the customer’s message and provides up to three most relevant question and answer sets. You can also deliver answers with related links or thumbnails.


To create an FAQ bot

  1. Go to Settings > Bots, and click Create +.
  2. On the General tab, fill out the information and click Save.
  3. Move to the FAQ files tab, choose a CSV file you prepared.
  4. Click Upload when the button is enabled.
  5. Click Select file to use, choose the file, and click Save.
  6. When the status of the selected file changes to In use, click Activate bot.

<aside> 💡 Note: After creating and activating your FAQ bot, we recommend you to place the bot to at least one team and create a bot-dedicated assignment rule to auto-assign a ticket. To learn more about how the three features work together, see the user guide **Bots, Teams, and Assignment rules.**


More about file upload

There are two steps in uploading a file. When you choose a file, Sendbird Desk checks if the file is in CSV format and under 5MB. If the file satisfies the conditions, the Upload button is enabled.

When you click Upload, Sendbird Desk verifies if the internal format of the file is properly set while processing its contents. When a file is suitable to be used as an FAQ file, it is uploaded to the list with the status set to Not in use.

FAQ files