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With the Answer Settings tab, your bot can learn from the FAQs you set up in Freshchat and engage in small talk for a better conversational experience. The Answer Settings tab can be accessed by navigating to your bot > Answers > Configure > Answer Settings

Learn from your FAQs

When you switch on this toggle, your bots will make use of your Freshchat  FAQs to offer more relevant answers to your customers' questions. When a customer asks a question, the bot will look for any Answers that match the intent of the customer's questions. If a suitable answer is not available, the bot will share content from the FAQs.


You can choose the number of articles to present to the customer. A maximum of 3 articles will be presented to the customer and will be displayed in order of relevance. If only 1 article is selected, the article with the highest relevance will be displayed. If an answer is mapped to a bot flow, then the article suggestion is defaulted to 1 article to enable the flow associated with the answer to be triggered.

Small Talk

When you switch on this toggle, your bot will make small talk with your customers, offering them a more humanized bot experienced, as opposed to a straightforward question-answer type of interaction. You can choose to use Small Talk to make your bots to sound friendlier and more human-like. However, we only offer Small Talk in English (US) today.