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 message by suggesting up to 3 of your most relevant FAQs.

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 languages:

    • Arabic
    • Catalan
    • Chinese (Traditional and Simplified)
    • Dutch
    • English
    • French
    • German
    • Indonesian
    • Italian
    • Japanese
    • Korean
    • Persian
    • Polish
    • Portuguese
    • Russian
    • Spanish
    • Turkish
    • Ukrainian
    • Vietnamese

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.

For your in-app users, you must upgrade to SDK v7.0.1 and above and have Conversational Issue Filing enabled to use the Answer Bot in the SDK. Please review the FAQ What is Conversational Issue Filing, and how do I set it up? to get started.

For Web Chat users, no SDK upgrade is needed – as long as you have the Web Chat widget integrated, you can start using the Answer Bot to support your web users. Please review our Web Chat guide to get started.


Enable Answer Bot for iOS & Android

To enable the Answer Bot for your in-app users, 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.


Enable Answer Bot for Web Chat

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.