Answer Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more.

The Answer Bot is an AI-powered Bot for your web and in-app messaging experience that will automatically respond to the end user’s first question with relevant FAQ suggestions.

The end user experience with the Answer Bot on Android

The end user experience with the Answer Bot on iOS

The end user experience with the Answer Bot in Web Chat

The Answer Bot can currently be configured to suggest FAQs in the following 11 languages:

  • Arabic
  • Chinese (Traditional and Simplified)
  • Korean
  • English
  • French
  • German
  • Italian
  • Japanese
  • Portuguese
  • Russian
  • Spanish

To support these languages, we have implemented a machine learning-based language detection service that correctly assesses the user’s language with a 97% accuracy rate. This service first detects the language of a new Issue, and based on the detected language and the content of the message, suggests relevant FAQs in the same language as that of the end user.

Please note: Answer Bot works best when you have a large amount of up-to-date FAQs that cover an array of topics. Consider reviewing and revising your Knowledge Base before enabling the Answer Bot to ensure it suits your user’s needs.

This Bot can be enabled for Web Chat and for Conversational Issue Filing once you have those features set up. If you have not set them up yet, please review the following articles to get started:

To enable the Answer Bot for Conversational Issue Filing, navigate to the Settings page.

From here, scroll down to App Settings, then select your app.

On the page that appears, scroll down to the ‘In-App SDK Configurations’ area, then click the ‘Configure SDK’ button.

Navigate to the ‘Support Experience (iOS & Android only)’ tab.

Scroll down to where the Answer Bot is listed, then click the toggle on the right side to enable it.

To save this setting, click the ‘Save & Publish’ button in the top right corner.

To enable the Answer Bot for Web Chat, navigate to the Settings page.

From here, scroll down to App Settings, then select your app.

On the page that appears, scroll down to the ‘Web Chat’ area, then click the ‘Customize Web Chat’ button.

On the page that appears, scroll down to the ‘Answer Bot’ section, then click on the toggle on the right side to enable it.

To save this setting, click the ‘Save & Publish’ button in the top right corner.