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FAQs: Best Practises

Gemini said

To help you maximize your automation, we’ve updated our best practices to align with the specific AI technology your chatbot uses. Whether you use a scripted or a generative model, these tips ensure your guests get the right information every time.

 

Basic Chatbots 

Best for: Exact control over every word and button.

  • The "Text Balloon" Rule: Avoid walls of text. If an answer is long, split it into two or three smaller messages (balloons) to make it readable on mobile.

  • Be the Guide: Since this bot only answers the specific topic triggered, always include 2-3 "Proximity Buttons" (e.g., in the "Breakfast" FAQ, add a button for "Restaurant" or "Bar").

  • Direct Answers: Avoid starting with "Yes" or "No." Instead of "Yes, we have a pool," start with "Our heated outdoor pool is located on the 2nd floor..."

AplysiaGen

Best for: Natural, conversational flow using your FAQ data.

  • Write for "Data," not "Display": You don't need to worry about text balloons here. The AI will read your FAQ and summarize it naturally for the guest. Focus on providing all the facts (price, hours, location) in the console.

  • Bullet Points are King: Use bullet points in your FAQ topics. The AI is much better at extracting data from a list than from a long, flowery paragraph.

  • Hybrid Handling: If you add a specific image or a custom button to an FAQ, AplysiaGen will "step back" and show your manual version to ensure the guest sees that media.

Aplysia 3 

  • The "Source of Truth" Rule: If you have information that changes often (like seasonal menus), don't write it in the FAQ. Put it in your Knowledge Documents. The AI will pull the most recent version from there.

  • Set Your Priority:

    • Replace AI: Use this for "Golden Rules" (e.g., Refund Policies) where the bot must say exactly what you wrote.

    • Support AI: Use this for general info where the AI can combine with extra details found in your uploaded manuals.

Universal Tips (Applies to All)

  • Cover the "No's": Always fill in topics for services you don’t have. If you don't have a gym, say: "We do not have a gym on-site, but guests have discounted access to 'Fitness World' just 2 minutes away."

  • Link Out for Details: For very complex info (like a 10-page spa menu), provide a brief summary and a link to the PDF on your website. This keeps the chat clean and prevents outdated info.