Advanced Help

How to use the advanced features of FAQ Bot


Engagements allow you to target messages to the people chatting to your FAQ Bot, depending on where and when they are chatting

Welcome messages are now part of engagements, and can be set up with other engagements in the configuration section of the portal. 

What is an engagement?

An engagement is a message or group of messages sent by your FAQ Bot when certain conditions are met. It can take the form of rich text (including formatting and links) and/or buttons or video carousels.

When can engagements be triggered?

Conversation start
Engagements can be triggered at the start of a conversation – this type of engagement used to be called a welcome message, and is typically used for a welcome, greeting, or introduction to what the bot can do.

Question count – premium feature
If you have a premium plan, you can also trigger engagements on question counts – eg after the bot has answered five questions. Some FAQ Bot customers have used this to introduce lead capture for engaged users, for example.
Engagement event – premium feature
An engagement can be triggered from another named engagement – allowing you to set up sequences of messages within the bot.
Your engagement can also be triggered by an event on a webpage – for example clicking a button on the page displays a specific message within your FAQ bot.

Try out an engagement event – click one of the buttons on this page.

Where can engagements be triggered?

Engagement appears wherever the bot appears (all channels and web pages)
Only on a specific channel
For example, only on Facebook Messenger, or only on Microsoft Teams.

Education New Zealand used this engagement feature to display different engagements on Facebook Messenger to those on their web instance of Tohu.

Only on a specific URL
Either a URL that starts with certain text, or a URL which contains certain text.
Education New Zealand used this in creating Tohu’s engagements to create region-specific welcome messages.

What kinds of engagements can I create in FAQ Bot

Engagements can include:

  • up to two (optional) rich text messages, plus either

  • Buttons, or

  • A video carousel

Button engagements
All buttons display the button text you specify, on the button.
When pressed, the button can:

  • Say Button Text to the bot to process

  • Say Reply Text – which is specified separate to the button text - to the bot to process

  • Trigger an Action. Actions available are change language, trigger a form and trigger an engagement event

  • Open a specified URL in a new tab

Video engagements

Video Engagements can be set up with one or more videos in carousel format.
Videos include a Title, Subtitle and YouTube Video URL (and/or, if your FAQ Bot also appears on Facebook Messenger, a Facebook Video URL).

Check out Education New Zealand’s use of video carousels in their welcome messages.

Where to configure your engagements

​Configure engagements in the Engagements section, under Configuration in the FAQ Bot Portal.

​When you click New Engagement you’ll be able to set up your engagement.


With FAQ Bot forms you can collect information from chat users directly in the conversation, send that data via email or API, and optionally, send data back to users.

​Contact form
FAQ Bot comes with a pre-configured email form so you can easily set up a contact form.

Contact forms (if set up) are triggered when a user needs help or the bot can’t answer their question.

They can also be set up in your knowledge base, so when a user enters “contact” the Contact form is triggered.

Form builder

Use the Forms page in the FAQ Bot portal to set up custom forms.

Forms are publishable, so that if you are working on a form and don’t want to expose it for use you can just save it as a draft and continue later.
Any existing forms can be edited – this will affect how they work without having to update the knowledge base.
Form configuration
Forms have a few general settings:

  • Name (required) – used for display/identification

  • Published (optional)

    • You can save a form as a draft and publish it when you’re ready.

    • If a form isn’t published it won’t be available in the knowledge base or to the user in chat.

  • Welcome Text (required) – a message sent to the user when they start the form

  • Completed Text (required) – a message sent to the user upon form completion

  • Exit Text (optional) – a message sent to the user if they exit/cancel the form

  • Processing Text (optional) – a message sent to the user when a request could take longer than expected (typical use case would be with an API based form)

Form Fields
Form Fields are the essence of a form – they are the questions the bot will ask the user to answer.

Each form field includes:

  • Field Name

  • Field Type, used for input validation (most common field types are Text and Email)

  • Bot Question, the question the bot will ask the user to collect the required information.

You can rearrange the order of form fields using the down arrow on the right. This affects the order questions are asked to the user.

​Form Actions
Once you’ve entered your form fields, you specify what the form will do with the data using Form Action.

Form Action: Email
Send an email to your desired recipient with the data your user has entered.

Email forms include the following settable actions:

  • Email To – where to send the form data (separate multiple addresses with a semi-colon delimiter e.g.;

  • Subject – the subject line of the email sent

Form action: API
You can also make forms which will call a specified API
You must specify the endpoint you would like the request to be sent to, along with any query parameters you require other than the ones we may potentially add to your endpoint.
We have two request types:

  • Request – Make a single request to the endpoint specified, a response is not expected

  • Request and Response – Make a single request to the endpoint specified and expect a response back which complies with our guidelines on response structure

We support GET and POST request methods.
For GET Requests, query parameters are added to your endpoint, which are form fields and their respective values. You must assign which ones to capture and use as query parameters
For POST Requests, a body is sent with the following JSON structure:

You can add any headers you may need to your request (Content-Type needs to be JSON if posting data and is set by default if not set manually).

Knowledge Base Forms
You can now add forms with ease to your knowledge base answers using the new Add Form option:

Only published forms are selectable.

If you see a form that doesn’t appear in your Form Builder page, it’s a “Custom” form. To make changes to a custom form, contact us.


FAQ Bot automates service and sales with chat

A product of the Innovation Lab @ Theta


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