Frequently Asked Questions
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Frequently Asked Questions

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The FAQ extension is a powerful way to provide answers to common questions people may ask your conversational assistant. The data entry for frequently asked questions will be displayed on the Conversations tab of the TalkVia One interface.

Build a feature-rich conversational experiences by linking your answers to follow-on questions, or offering to send additional information via email or text message.

FAQ Categories

If you have a lot of content it's helpful to group your questions and answers into categories to keep them organised. To create a new category:

  1. Click the Start a Conversation button. By default, the first category you create is called General, although this can be updated later.

  2. Add the content for your first question and answer response (see below).

  3. To rename your General category, click the ellipsis button to the far right of the category, select Rename Category and personalise it to suit.

  4. Add extra categories as required by clicking the Add a Category button, then adding FAQ entries to the new category.

  5. Click Save when done.

Questions and Answers

To Add a New FAQ Entry

  1. Click the Add a Question button.

  2. Enter the Question that a user may ask. This will also be used to identify this FAQ entry.

  3. Provide the Answer that will be supplied to the user. Note the answer is in the form of an Assistant Response, allowing you to add multiple options, custom audio, suggestion buttons and more. If you copy and paste your answer from an existing source (such as your website's FAQ page), consider updating the text to be short and conversational. If a long detailed response is required offer to send a follow-up email with more information (see point 9). Don't end your supplied Answer with another question - instead, complete the Follow-Up Question field to ask the user an appropriate follow-up question (see point 10).

  4. If the FAQ entry is available as an initial question to your voice app, enable the Is an Initial Intent toggle. When this toggle is enabled, TalkVia will be looking out for keyword or training phrase matches at the app's welcome message, or as part of an invocation with a specific request. If this toggle isn't enabled, it indicates that the FAQ entry is only used as a linked follow-up from another question.

  5. For an initial intent, you will need to supply appropriate Question Keywords, which are the essential speech elements that TalkVia will use to determine whether a user's speech relates to the current question and answer. You can also specify your keyword Fuzziness and Priority – a value between 0 and 10 – which TalkVia can use to help choose your preferred option. Learn more about keywords, fuzziness and priority here.

  6. For an initial intent, you will also need to 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 don't 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. Use the Enabled toggle to have your voice app listen for – and respond to – the question. FAQ entries that are disabled will be ignored. You may wish to disable individual questions, such as if they only relate to short-term product offers, are inactive outside holiday times, or are weather-related alerts. You can also disable entire categories of questions by turning off the Enabled toggle on the category.

  8. After answering a user's question, your voice app can follow-up with an offer to send an email or SMS with more information, and then ask a follow-up question to see what the user wants to do next. Click the Follow-Up group to reveal these additional options.

  9. To offer a follow-up email or SMS, you will need to enable this option using the toggle and provide the following information:

    • A prompt for the follow-up email, in the form of an assistant response, such as something like "Would you like me to send you an email or text message with more details?"

    • A Subject Line for your email.

    • The body of the email in plain text. This text will also be used for SMS messages.

    • The body of the email in HTML, for formatted responses.

  10. For the subsequent follow-up question, you can use the global follow-up question which is a more generic prompt such as "Is there anything else I can help you with?", or you can provide a custom follow-up question. The wording of the global follow-up question can be modified by enabling the supplementary messages extension. You would normally only use the global follow-up question when your follow-up action is set to None.

  11. If you're not using the global follow-up question, you must provide a Custom Follow-Up Question in the form of an assistant response to help guide the user. The nature of your follow-up question will change depending on your chosen Follow-Up Action.

  12. 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: This indicates that 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, using the global follow-up question, or a custom follow-up question such as "How else can I help?" would be appropriate.

    • 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, you should phrase your Follow-Up Question so the user is expected 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?". You will also need to select a Link Option, where you choose to link to another FAQ answer when the user says Yes, No or either. You will need to select the Follow-up Yes Answer and/or Follow-up No Answer to link to as appropriate.

    • Link to a TalkVia Callout: You may choose to follow-up your answer with a custom workflow that has been built using TalkVia Pro, or another TalkVia One app. 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. You will also need to select a Link Option, where you choose to link to a callout when the user says Yes, No or either.  You will need to select the Follow-up Yes Answer and/or Follow-up No Answer to link to as appropriate.

  13. The Condition section allows you to specify an expression to evaluate where or not the FAQ is considered active. If the condition expression evaluates to False, the voice app will not listen for or respond to this question. Expressions may contain tests for a target platform, or more complex conditions, e.g. to only answer questions about off-season discounts during the winter months.

There is no need to republish your voice app as you make changes to your FAQ entries. As soon as you save your project, the changes will be immediately reflected in your voice app. This applies to adding, removing, changing, enabling and disabling FAQ entries and categories, or modifying FAQ conditions. The only time a republish is appropriate is if you modify the training phrases, so that we can re-train the AI.

To Edit an Existing FAQ Entry

  1. If required, click the FAQ category heading to expand it and show all of the FAQ questions.

  2. Click on the FAQ 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. Move your mouse over the FAQ entry you wish to remove.

  2. The row will highlight and display a close X button on the far right of the entry.

  3. Click the close X button, then click OK on the confirmation dialog to remove the entry.

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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