No. 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 and FAQs created on Freshchat will be auto-synced on Answer Bot’s Answers gallery page as questions and answers.
Custom Bot supports the following response options,
- Email Address
- Phone Number
- Quick Reply buttons
- Custom Responses (which includes free text, number, alpha numeric, and custom regex)
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.
Yes. Customers can choose to trigger or not trigger a custom bot in or outside Business Hours. They can enable this setting under Message Channels > Select the name of the Channel > 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 a team member/agent.
Yes, with Freshchat's new Hybrid SDK, both Answer and Custom Bots will work on mobile apps ー Both Android and iOS.
Yes. All chatbots will run on top of the Freshchat messenger/widget. A Freshchat account gets automatically created when someone enables Answer bot in Freshdesk.
Note: For customers who only have a Desk account, try to push for Estate Omnichannel plan as you need both chat and desk to make bots work.
Answer Bot will also work if customers have both Desk (Estate) and Chat (Estate) accounts.
Currently, both the bots supports only English. We are planning to bring more languages by the end of Q4. We will be supporting Spanish, Dutch, German, French and Portuguese.