No. Freddy Answer Bot does not require a knowledge base for it to work. But if there is a knowledge base, it also learns from it. All the support articles created on Freshdesk Support Desk and FAQs created on Freshchat will be auto-synced on Freddy Answer Bot’s Answers gallery page as questions and answers.
It learns almost instantaneously.
Custom Bot supports the following response options,
What is Custom Regex
Regex or Regular Expression is a special text string with a sequence of characters of a particular pattern. You can use this to get special inputs from your users like IMEI number, PNR number, Order ID, customer ID etc, and validate it.
The data will be created as a user property on Freshchat to further run campaigns or have personalized follow-up bot conversations(using placeholders)
The data will be auto-uploaded on Freshsales CRM
We will also support export to other CRMs listed on our marketplace in the future
Yes. Customers can choose to trigger or not trigger a custom bot in or outside Business Hours. They can enable this setting under Topics > Select the name of the Topic > Trigger bot flow.
It will show an error message and ask the customer to provide the right input twice and if the customer still asks a question, the chat will be automatically transferred to an agent.
Freddy Answers and custom bots can now understand and respond to your customer questions in 35 global languages other than English. To know more, click here
In order to offer your customers a seamless chat experience, we have a safety net mechanism added to our bot functionality where in a bot conversation will be handed over to an agent when there is any server related issue or when a bot flow version was updated while a customer is still interacting with that bot.