The QA Assistant is an innovative service (a bot) that provides automated answers to frequent questions from platform users.

It aims to relieve the Support teams (especially HR, Finance and IT) of simple interactions that can be answered from a knowledge base.

When the bot is activated by an administrator, it appears in the list of bots in the chat room. It presents itself by indicating the type of questions it knows how to answer (the questions put forward by the administrators)

The user can then ask his questions and the bot will show him the questions in its database that seem to correspond to his search.

Once the bot has given an answer, the user can indicate whether the answer given was satisfactory. This rating will give the administrator an indication of the relevance of the information he has entered.

Users can access the bot from:

  • the Chats tab,

  • the Tchats window located at the bottom right of the platform.


Accessing the FAQ Bot

When the user first connects to the platform, if the FAQ bot has been activated by an administrator, then the bot will present itself to the user by proposing a list of suggested questions. It is however possible for the user to refer to the bot after this first connection.

Accessing the bot from the Chats menu

When the user goes to the Tchats menu, he can open a view dedicated to exchanges with the FAQ bot.

From the Chats window

The user has the possibility to ask a question to the FAQ bot whatever the section of the platform he is on! To do so, they just have to open the chat and select the bot's name to ask their question.


Ask the bot a question

From either of these two channels, the user can then ask the bot a question.

In this case, the response scenario varies if:

  • the answer has been recorded by the bot manager,

  • a similar answer has been recorded by the bot manager,

  • no corresponding answer has been recorded by the bot manager.

The answer has been recorded by the manager

The user can choose to select one of the questions suggested by the FAQ bot. In this case, it is certain that the answer has been recorded by a bot manager. The answer is then automatically scrolled, and the bot proposes to the user to rate the relevance of the answer.

Alternatively, the user can also write his own question: if the question has been set up by the bot manager, the answer will be automatically scrolled and the bot will propose to the user to rate the relevance of the answer given.

A similar answer has been recorded by the manager

When the user asks a question to the bot, it is possible that a similar question has already been recorded but, as the question asked is slightly different, the answer given will not be the same.

In this case, the FAQ bot proposes to the user to Suggest a new question. Clicking on this option opens a new view from which the user is offered to enter a new question.

The user can then write a new question and suggest it to the bot manager by selecting Send.

Once the question has been sent, the bot manager will receive a message from the FAQ wizard mentioning this suggestion for improvement. The manager can then:

  • save this question in the bot,

  • answer the user directly,

  • mark the request as processed.

Once the question has been sent to the bot manager, the FAQ wizard confirms the transmission of the information in the chat.

It is then possible for the user to ask a new question.

The answer has not been recorded by the manager

When the user asks a question to the bot, it is possible that this question has not been recorded by the manager of the FAQ wizard. In this case, the bot informs the user that this question has not been set up and offers to suggest this new question. The user can then accept by selecting Ok let's go or refuse to share this question by selecting No thanks.

If the user agrees to share his question, a new view opens from which he is offered to enter a new question.

The user can then write a new question and suggest it to the bot manager by selecting Send.

Once the question has been sent, the bot manager will receive a message from the FAQ wizard mentioning this suggestion for improvement. The manager can then:

  • save this question in the bot,

  • answer the user directly,

  • mark the request as processed.

Once the question has been transmitted to the bot manager, the FAQ wizard confirms the transmission of the information in the chat.

It is then possible for the user to ask a new question.


Who can use the FAQ bot?

All users of the platform can use the bot if it has been authorized by an administrator of the platform. It is however possible for the administrator to restrict the use of the bot to members and administrators or guests and administrators or administrators only.

Can I use the FAQ bot on the Standard and Premium plans?

The FAQ bot is only available on the Premium plan. It is not possible to use the bot on the Standard plans.

Good to know

It is important to note the answers given by the bot when you have the opportunity. This allows the bot's managers to adapt their answers to your questions and thus better meet your information needs.

Keywords associated

Questions, answers, bot, FAQ, virtual assistant, automation

To take things up a notch

Did this answer your question?