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Flows, FAQ and canned replies

Build a consistent journey between bot automation and human handoff.

FAQ: practical knowledge base

  • Start with the 10 questions your team sees most often.
  • Keep answers short and include a clear next step.
  • Add synonym keywords (pricing/cost/rates, etc.).
  • Update FAQ entries as soon as a new objection appears repeatedly.

Flows: conversation orchestration

Recommended minimum setup:

  1. 1 sales qualification flow (need, budget, timeline).
  2. 1 support flow (category, urgency, context).
  3. 1 escalation step to a human agent for complex cases.
  4. 1 data capture step for CRM or ticketing sync.

Agent canned replies

Build a short but actionable library:

  • /welcome for greeting and conversation framing.
  • /delay for realistic response timing.
  • /handoff for routing to another team.
  • /close for clean closure and next action.

Weekly quality control

  • Top 5 unanswered questions not yet covered by FAQ.
  • Flow completion rate by flow type.
  • Agent escalation rate (too high = bot gap).
  • Most-used canned replies by the team.