FAQ Insights

This tab is relevant only if you are using an AplysiaGen chatbot.

To check your chatbot type:

1. Go to the Chatbot menu
2. Select any configured chatbot
3. Check the “Chatbot Type” field

The FAQ Insights tab provides detailed analytics specifically about your chatbot’s FAQ responses.

Whenever the chatbot provides an automatic reply, users can rate it by clicking:

• 👍 (Helpful)
  
  
• 👎 (Not helpful)

See the example below: 

In the Reports → FAQ Insights tab, you can analyze performance metrics related to FAQ responses.

You can:

• Select the date range you want to analyze
• (If applicable) Filter by property

Key Metrics

• User Questions: Total number of questions asked during the selected period.
  
  
• Chatbot vs. Agents Answers: From the total questions:
  
  • How many were answered automatically by the chatbot.

• • How many were transferred to the Console (Inbox) for agent replies.

Negative Feedback Section

This page focuses exclusively on answers that received negative feedback (👎).
It highlights areas that may require improvement.

Metrics Included:

• Negative Feedback: Number of FAQ answers that received a 👎 during the selected period.
• Topics to Improve: Total number of FAQ topics flagged for improvement based on negative feedback.

Detailed Breakdown

In the table below, you can review detailed information by:

• Property (if applicable)
• Triggered topics
• User messages
  
  

Each entry should be analyzed individually to determine whether additional information should be added to the FAQ.

Taking Action

To improve a FAQ topic:

1. Click “Improve FAQ” in the action column.
2. You will be redirected to the corresponding FAQ.
3. Add or update the content as needed.
4. Save your changes.
   
   

This helps improve answer quality, increase automation, and enhance user satisfaction.