Build an AI FAQ Bot
Set up a knowledge-base-powered AI chatbot that answers common questions and hands off when confidence or intent requires a person.
A useful FAQ bot should answer from material you control and hand off instead of guessing. Convor combines the knowledge base with the AI Chatbot's knowledge policy, confidence threshold, intent policies, and optional rules.
Prerequisites
- A published knowledge base covering the questions you expect visitors to ask.
- AI Chatbot access on your plan and a working AI provider for the workspace.
Step 1: Populate the knowledge base
Add concise, focused knowledge-base articles for the questions you want the chatbot to answer. Keep each article current and avoid combining unrelated policies into one article; narrower source material makes grounding easier to verify.
Step 2: Configure knowledge-backed AI replies
Open AI Chatbot → AI and knowledge base. Under the AI policy, choose how strictly responses depend on the knowledge base:
- Required is the safer FAQ default because the chatbot must have sufficient knowledge support before answering.
- Preferred allows a broader response when knowledge support is weaker.
Set the confidence threshold to match how conservative the bot should be.
Step 3: Configure handoff behavior
On the same AI Chatbot → AI and knowledge base page, set the low-confidence action to Handoff if uncertain questions should go to the human support flow rather than produce another autonomous answer.
Review the intent policies as well. Intent policies can answer or hand off categories such as billing, security, cancellation, sales, and technical questions, and can apply priority or tags where supported.
Step 4: Add deterministic rules only where needed
Open AI Chatbot → Rule-based replies when a specific phrase or pattern should always receive a predictable response. Rules can match keywords, regular expressions, every message, or the No operator available state. They are separate from generic Automation rules.
Use rules for narrow cases, not as a substitute for the knowledge policy.
Step 5: Enable and test the chatbot
Open AI Chatbot → Basics, review the introduction, fallback, operating hours, and traffic protection, then enable the chatbot when the configuration is ready.
Use AI Chatbot → Testing to cover at least:
- a question with a strong knowledge-base answer;
- a question below the confidence threshold;
- an intent configured for handoff;
- a case where no operator is available, if you use that rule.
Result
Common questions can be answered from your knowledge base, while confidence and intent policies decide when the conversation should stop relying on autonomous replies and move to human follow-up.
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