How to up the FAQs template

Setting up the template to automate customer support is easy. You'll need to:

A. Install the template ๐Ÿ”ง

B. Customize the information โš™๏ธ

C. Set your automation live โœ…

Scroll on or watch this video tutorial for detailed instructions.

A. Install the FAQ template ๐Ÿ”ง

1. Click this link to install the FAQs template.

2. In the window that appears, click Save group to bot.

3. If you're not already logged in to your Chatfuel account, you'll be taken to a new window where you'll be asked to do so.

4. Once you've logged in, you'll be asked to select the existing chatbot in which you want to use this flow. Click the Save Flow button next to the bot of your choice. If the bot you want to save the flow to doesn't appear on the list, click Refetch bot list. Or, if you'd like to save this flow to a new chatbot, click Create a bot at the bottom of the same screen.

FAQs chatbot

5. Once the flow has been successfully added to your bot, you'll see the green Saved indicator next to the bot's name.

Automate customer support

6. Click the View Flow button to enter the Messenger bot you saved the flow to.

B. Customize the information โš™๏ธ

Inside your Messenger chatbot in Chatfuel, you'll see the newly installed group of flows. It'll appear in the nested menu on the left side of the Flows tab, and will be called FAQ by Chatfuel.

(You'll also notice two additional flows have been installed: FAQs Question Rating and Bot Main Menu. We'll discuss these in a moment.)

FAQ automation

1. On the screen, locate the first cardโ€”the one that says Facebook Page. This is the Facebook Page Entry Point. It contains the first message your users will see when they click the Send Message button on your Facebook page.

You'll see that this card contains pre-defined questions. Feel free to edit them to fit your specific needs.

โ—๏ธNote: You can't edit the text of the button itself (Get Started). This button will appear to users with that text in whatever language they use Facebook in.

2. Then, locate the card in the flow called Contact Info. Update your business's contact details there. If you don't want to use one of the contact methods listed, simply delete that text from the card. If you want to allow the user to click through to your website and/or call you, make sure to add your URL and/or phone number to the buttons below.

๐Ÿ’ก Note: Wherever you see the warning emoji โš ๏ธ, make sure to change the information to your own business details. For example, you'd click the text on this card to fill in your own business hours.

3. Fill in your the rest of your details and edit text as desired on the rest of the cards in the flow.

๐Ÿ’กNote: Keep in mind that you always have the Test this flow button available in the bottom-right corner of your dashboard. Click on it any time to check out what this chat experience will look like for your users.

Customer service chatbot

C. Set your automation live โœ…

1. Once you've customized all the details, navigate to the Grow tab.

2. There, connect the Messenger bot to the Facebook page where you want this FAQ flow to be live. Do this by clicking Connect to Page next to the bot you'd like to choose.

3. Go back to the Flows tab. Find the card for the Facebook Page Entry Point again, and toggle the switch in the top-right corner on to activate it. When activated, the switch will turn blue like this. ๐Ÿ‘‡

Your FAQ automation bot is now live! ๐ŸŽ‰

From now on, any user who clicks the Send Message button on your page will be directed to this chat experience with your Messenger bot. (If you want to deactivate it so no users can access this flow anymore, just toggle the Facebook Page Entry Point back off.)

Additional flows installed with this template

You'll notice in the left menu of the Flows tab that the template you installed has two additional flows: FAQs Question Rating and Bot Main Menu.

FAQs Question Rating allows the user to rate their interaction with your Facebook bot on a scale of one to five. The information for those users who leave a low rating will be sent to your email address. (Make sure to add the email address that works best for you in the Notify Admin by Email card). Based on ratings, you can personally follow up with those who weren't satisfied.

The other additional flow (Bot Main Menu) allows you to offer the user other services or information. One option you can set up here is the ability to start chatting with your users through the Live Chat tab. (This means you or your staff can personally take over the conversation from the chatbot if needed.)

When set up, users will have the option to request to talk to a human. As the bot's admin, you'll receive a notification in your Facebook page inbox whenever a user requests this. (You can turn this option off by removing the Live Chat button from that flow if you're not ready to handle support conversations yet. Or, you can add additional team members to your bot so they can help out.)

If you want to add either of these two additional flows on to your existing FAQ flow so customers will go through it, click on the connector circle in a block in the main FAQ flow you set up. Click Redirect to Flow or Block, and then select the name of one of these other two flows. Now, users will be directed from that block to the flow you chose.

More customizations for the FAQs template

Want to customize this template even further to match the unique needs of your business and customers? Here are a few extra things you can do:

  • Consider adding pictures, emoji, and/or GIFs to make your bot more friendly and engaging.
  • Make sure the copy and any images in the bot are aligned with your brand voice.
  • Consider turning on additional Entry Points so people can access this flow from other sources besides the Send Message button on your page. (For example, you could set up the Comments Autoreply Entry Point to have your bot automatically message those who comment on your page posts, or the Customer Chat Entry Point so your bot can chat with visitors to your website.)
  • Optimize your Messenger bot using the data from the Analyze tab. This section of your Chatfuel dashboard holds a lot of useful information on where your chatbot users are coming from and what parts of your bot they're interacting with. Pay special attention to the section called User Input not recognized by AI. If users are trying to respond by typing in their own text instead of going through the buttons in the bot, this section will show you what they're typing in. You can use that information to help your bot answer even more questions through the Set Up AI tab.

Bumped into any issues while setting up this template? Let as know at team@chatfuel.com, and we'll help out!

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