Last updated: 19 December 2022 #
Randomise your chatbot’s FAQ answers to keep interactions fresh.
When you set up multiple answers and turn randomisation on, if a user was to ask that same question multiple times, they will receive a variation of an answer at random. This approach is an excellent way of adding some variety to the bot and giving it a more human-like response.
Randomisation correlates to the number of answers you write. For example, if an FAQ has three answers, each of them has a 33% chance of being sent.
Step 1: Enable random responses #
Go to Knowledge → FAQs.
On your chosen FAQ, go to Answers.
Toggle the Random Responses option to On.
Step 2: Create additional FAQ answers #
Add multiple FAQ answers by clicking the + Add New button on the preview widget on your chosen FAQ answer page.
What happens if random responses is turned off? #
When turned off, an FAQ with multiple answers will deliver all messages to the user one after the other as follow up messages.
