Frequently Asked Questions
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Frequently Asked Questions

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The FAQ extension allows you to provide answers to common questions people may ask your voice app. They will be displayed on the Conversations tab of the TalkVia One interface.

TalkVia allows you to build a feature-rich voice app by allowing you to link your answers to follow-on questions, or offering to send additional information via email or text message.

FAQ Categories

TalkVia will group your questions and answers into categories to help keep them organised. To create a new category:

  1. Click the Start a Conversation button.

  2. Enter a category name.

  3. Click the Add button to create one or more question and answer responses (see below).

  4. Click Save when done.

As well as specific questions, you can also choose to enable or disable an entire category of questions at once, which may be useful for sales promotions or temporary product offers.

Questions and Answers

To Add a New FAQ Entry

  1. Click the pencil icon on the FAQ category that you wish to add the new entry.

  2. Click the Add button.

  3. Enter the Question, which you can use to identify this FAQ entry.

  4. Provide the Answer that will be read out to the user when they ask the question. If you copy and paste your answer from an existing source (such as your website's FAQ page), consider updating the text, so it is not too long and sounds conversational. Do not end your supplied Answer with another question - instead, complete the Follow Up Question field to ask the user an appropriate follow-up question.

  5. Supply appropriate Question Keywords, which are the essential speech elements TalkVia will use to determine whether a user's speech relates to the current question and answer. Learn more about keywords and keyword expressions here.

  6. Provide a list of Training Phrases, which are alternative ways the user may ask the same question. The supplied phrases will train the machine learning algorithm, which will help determine whether a user's speech relates to the current question and answer. You do not have to repeat the original text you supplied in the Question field as this will automatically be included as a training phrase. Learn more about training phrases here.

  7. Specify your keyword Weighting, a value between 1 and 100, which TalkVia can use to help choose your preferred option when it detects keyword matches for multiple entries. Learn more about keyword weighting here.

  8. Use the Enabled toggle to have your voice app listen for, and respond to, the question. FAQ entries that are disabled will be ignored.

  9. Click the Follow-Up group to reveal additional options.

  10. Your Follow-Up Question will be read out immediately following the supplied answer. You should provide a follow up question after every answer to help guide the user. The nature of your follow up question will change depending on your chosen Follow-Up Action.

  11. The Follow-Up Action will determine how your voice app will respond after it has provided the answer to the user's question. The available options are:

  • None: Indicates the answer to your question does not have a related follow-up, and instructs your voice app to listen out for new utterances. In this instance, a Follow-Up Question such as "How else can I help?" would be appropriate.

  • Offer to send email or SMS: Use this option if you would like to offer a additional information (related to your answer) via email or text message. In this instance, a Follow-Up Question such as "Would you like me to email or text you a link to our online booking service?" would be appropriate. When you choose this option you will need to supply the contents of the "extra information" message that will be sent. In the case of email, you will need to supply the subject line, as well as the body of the email in either plain text or HTML format. In the case of an SMS, the plain text email body will be used as the source of the text message.

  • Link to another FAQ answer: After you provide an answer, you may wish to direct the user to a related answer in your FAQ list. In this case we recommend you phrase your Follow-Up Question such that the user is likely to answer with either a "Yes" or "No" response. For example, if the current entry answers a question about the pizza menu, an appropriate Follow-Up Question might be "Would you like to hear our weekly pizza special?". When you select this follow-up action, you will need to select the Follow-Up Answer to link to when the user answers "Yes" to your follow-up question. You can select the linked answer by clicking the ellipsis button (the three dots) on the right of the Follow-Up Answer field.

  • Follow-up Pro Callout: After providing an answer, you may wish to offer the user an option to redirect to a custom workflow that has been built using TalkVia Pro. For example, if you have a custom checkout and payment workflow, your Follow-Up Question might be "Would you like me to take your order now?". If the user answers Yes they would be redirected to the Pro page specified in the selected Pro Callout entry. To use this feature you must first enable the TalkVia Pro Callout extension. You will then need to configure one or more TalkVia Pro Callout entries. To select the Callout you wish to use as your follow-up action, click the ellipsis button on the right of the Follow-up Pro Callout entry field, select the entry you wish to use and click the OK button.

There is no need to republish your voice app as you make changes to your FAQ entries. As soon as you save your project, your changes you will be immediately reflected in your voice app. This applies to the adding, removal, changing, enabling and disabling of FAQ entries and categories.

To Edit an Existing FAQ Entry

  1. Click the expand arrow on the far right of the FAQ category so it is pointing downwards. The category will be expanded and will show all of the related questions.

  2. Click the pencil icon on the entry you wish to edit.

  3. Make the necessary changes in the dialog that is displayed, and click Save when done.

To Remove an Existing FAQ Entry

  1. Click the expand arrow on the far right of the FAQ category so it is pointing downwards. The category will be expanded and will show all of the related questions.

  2. Click the ellipsis icon (the three dots) on the entry you wish to remove.

  3. Select the Delete option from the menu is displayed.

Sample FAQ-Driven Dialogue

(Voice app, welcome message): "Hi and welcome to Mary's Kitchen. I can find your nearest store, or answer many of our most commonly asked questions. How can I help?"

(Customer): "I'm in the mood for pizza."

(Voice app, in answer to a pizza question): "We offer pizzas in small, medium and large sizes, and you can choose from thin or regular crust. Our most popular selections are Pepperoni, Margherita and Barbecue Chicken."

(Voice app, follow-up question): "Would you like to hear our weekly pizza special?"

(Customer): "Yes, please."

(Voice app, reading out the answer to the linked [What are your current pizza specials?] question): "Great. This week you can get a large Pepperoni, a garlic bread and a Coke for just $12.99?"

(Voice app, current specials follow-up question): "Do you want to know the quickest way to order?"

(Customer): "That would be great."

(Voice app, reading out the answer to the linked [How can I order?] question): "You can phone your order through to the store on 5234-4333, or you can order through our website."

(Voice app, ordering follow-up question): "Would you like me to email or text you those details?"

(Customer): "Text them to me"

(Voice app, using the follow-up action of sending an email or SMS): "What is your phone number?"

(Customer): "0421-321-321"

(Voice app): "Okay, I've sent you that message. Is there anything else I can help you with today?"

(Customer): "No, that's all thanks"

(Voice app): "Thanks for dropping by, come back again when you're feeling hungry."

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