FAQ bot training and automatic replies
Train FAQ bot responses with operator feedback and control when an intent can reply automatically or start a task.
What it is
FAQ Bots match visitor messages to trained intents. An intent can suggest an answer to an operator, reply automatically when approved, or start a Task. Operator feedback helps INSIDE decide which intents are ready for automatic replies.
Who uses it and why
- Operators assess suggestions while handling conversations.
- Supervisors with the Bot Trainer role review performance and pause unsuitable automatic responses.
- Administrators with the Bot Trainer role maintain training phrases, responses and intent thresholds.
Where to find it
Open Settings › Bots › FAQ Bots, then select Train on the bot. The training interface includes intent content and performance views. Bot registration changes are Powerfront-managed.
How it works
- Add example visitor messages under User says and choose the response. You can write Text Response, select a Saved Response or select a Task.
- While an intent is In Training, operators assess its suggestions. Go Ahead approves the proposed response; copying lets the operator use it in their own answer. Not Helpful, Incorrect and ignored suggestions have different reporting effects.
- INSIDE calculates performance from recent eligible operator feedback after the last reset. Approval contributes more positively than copying; Not Helpful contributes negatively.
- Once the sample is complete, a score at or above Auto Reply Threshold can move a training intent to Auto-Reply. A score below Assistance Threshold can block it.
- Pause an intent to stop its response, or use Reset Performance Score to begin a fresh assessment.
Visitors see sent responses and any task that starts. Suggestions awaiting operator action are for operators. A matched intent can also set conversational context or mute further bot suggestions.
Configure it
Use the Bot Trainer role to edit the intent's phrases, response, language versions and thresholds. Ask Powerfront to change the bot-level defaults or registration.
The bot fallback sample is 50, with an automatic-reply threshold of 90 percent. The assistance fallback is 10 percent, but the new-bot editor starts at 60 percent. Review the saved values before enabling automated replies. Intent-specific values can override the bot values.
Use a sample quantity of zero only when you intend to approve the intent without waiting for operator training. Pause or reset an automatic intent when its answer needs renewed review.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Intent name | Settings › Bots › FAQ Bots | Yes | Names the visitor intention represented by the training phrases and response. |
| User says | Settings › Bots › FAQ Bots | No | Supplies examples of visitor messages that should match the intent. |
| Text Response | Settings › Bots › FAQ Bots | No | Supplies the response, with alternatives to select a Saved Response or Task. |
| Auto Reply Threshold | Settings › Bots › FAQ Bots | No | Sets the performance score needed to leave training for automatic replies once enough feedback is available. The bot fallback is 90 percent; an intent can override it. |
| Assistance Threshold | Settings › Bots › FAQ Bots | No | Sets the lower performance boundary below which a trained intent is blocked. The bot fallback is 10 percent, while the new-bot editor initially shows 60 percent. Check the saved bot and intent values. |
| Performance Score Sample Quantity | Settings › Bots › FAQ Bots | No | Sets the recent operator-feedback sample used for training. The bot fallback is 50; the editor accepts 0 to 100. Zero can approve an intent without waiting for a feedback sample. |
| Mute Bot | Settings › Bots › FAQ Bots | No | Mutes bot suggestions for the conversation when the intent triggers. New intents initially leave this off. |
| Don't Respond | Settings › Bots › FAQ Bots | No | Allows an intent to match without supplying a text response, for example to absorb an unwanted match. |
Permissions
| Permission | Lets you |
|---|---|
| Bot Trainer | Open FAQ Bots and train, pause, resume and reset intents. |
Limits and good to know
- Matching a phrase does not guarantee a response. Bot eligibility, language, schedule, conversation mute state and intent pause state also matter.
- The feedback calculation uses at most 100 recent eligible records. Dismissed suggestions and feedback before the last reset do not complete the sample. Incorrect is tracked separately and does not count towards the required approval, copy and not-helpful total.
- Automatic approval does not guarantee that later negative feedback will disable an intent. Review and pause unsuitable responses.
- A task-triggered intent lookup only uses eligible intents approved for automatic handling. An intent still in training may work as an operator suggestion but not as a task answer.
- A selected task is an action, so a match may change the visitor journey instead of sending ordinary text. Task responses require Virtual Assistant capability.
- Current performance and a selected date range answer different questions. Do not expect their counts or scores to match.
Depends on and works with
View all connections as a list
This feature uses
- Custom bots and FAQ botsRequires
The FAQ bot registration and its eligibility determine whether intent matching participates.
- Virtual Assistant task setupConfigured by
Task definitions supply the steps run by task-based intent responses.
- Virtual Assistant task steps and branchesEnhances
Tasks can request eligible automatically approved intent responses.
- Saved responsesConfigured by
A selected Saved Response supplies the wording used by an intent.
- Messages and rich contentRequires
Matches produce operator suggestions or visitor-facing messages in conversations.
Used by
- Console keyboard shortcutsEnhances
Bot suggestion actions can be bound to keys.
- Chat tasks and topics for visitorsEnhances
Intent responses can supply related topic suggestions.
- Custom bots and FAQ botsConfigured by
Intent training defines FAQ responses and their automatic-reply thresholds.
FAQ and troubleshooting
Why is an intent still In Training?
Check the required sample and eligible operator feedback. Copying, dismissing and reporting Incorrect do not have the same effect as Go Ahead.
Why does an approved intent not answer?
Check whether it is paused, the conversation is muted, and a response exists in the visitor's language. Ask Powerfront to review bot targeting and scheduling when needed.
Why did a response start a task?
The intent has a Task selected as its response. Review that selection and the task's starting step.
How do I stop an unsuitable automatic answer?
Pause the intent. Correct its content and use Reset Performance Score if it should return to training.
Why can I train an intent but not edit the bot registration?
The Bot Trainer role provides intent-training access. Powerfront manages the registration and its default thresholds.