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,
- 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 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.
Yes. All chatbots will run on top of the Freshchat messenger/widget. A Freshchat account gets automatically created when someone enables Freddy 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.
Freddy Answer Bot will also work if customers have both Desk (Estate) and Chat (Estate) accounts.
Freddy Answers can now understand and respond to your customer queries in 6 new global languages other than English - French, German, Dutch, Spanish, Portuguese, and Italian.
Freddy Custom Bots supports up to 35 different languages. 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.