- When a user/guest asks about the same topic twice in a row, the chatbot will reply only the first time. On the second time, instead of repeating itself by providing the same automatic answer, it will say it already gave all the information regarding that topic and transfer the conversation for your team to reply to the user.
- This is to avoid generating a frustrating experience. If the user/guest asked about the same topic twice in a row, it means that the automatic answer given the first time was not enough to clarify all the questions regarding that topic.
- Thus, instead of simply repeating the same answer over and over, it will move the conversation for the team to give the requested additional information.
- To help you detect these cases, in the Console, on that conversation, there will receive a tip indicating that the answer for that topic may be incomplete
- By clicking on the button, you will be forwarded to the chatbots menu to edit the topic so that, next time, you can provide more automatic information to the user/guest
Please note: You can only edit the FAQs if you have "editor", "supervisor" or "admin" access in the console