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 and FAQs created on Freshchat will be auto-synced on Freddy Answer Bot’s Answers gallery page as questions and answers.
Custom Bot supports the following response options,
- Name
- 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.
While triggering different bots within the same topic will not be possible, you can always choose to trigger or not trigger a custom bot in or outside Business Hours. You can enable this setting under Topics > Select the name of the Topic > Trigger bot flow and configure the trigger of the bot according to the requirement from the 3 options available namely:
1. Inside (To trigger the bot within the business hours)
2. Outside (To trigger the bot outside the business hours)
3. Both (To trigger the bot both outside and inside the business hours)
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.
