Resolution Bot (formerly Answer Bot) instantly answers your customers’ common questions, so your team can focus on conversations where a human touch is needed.

You can train Resolution Bot to answer any common question a customer asks at the start of a new conversation. Resolution Bot closes the conversation when successful - so it never reaches your team.

Resolution Bot can also suggest answers as your customers type in the Messenger, before they send a message. This lets them find their own solution faster, and saves your support team more time:

By instantly answering common queries, Resolution Bot will resolve 33% of your customers’ common questions (on average), create a better customer experience, and save your team hours each week. You’ll see Resolution Bot’s immediate impact in the Resolution Bot report

Resolve conversations in multiple languages

Resolution Bot can suggest answers to your customers in seven languages: 

  • English
  • Spanish
  • German
  • Portuguese (Brazilian)
  • French
  • Italian
  • Russian

Learn more about composing answers in different languages.

Here’s how to get started:

Tip: You can start creating answers before you start a trial. To set an answer live, you’ll need to start your trial.

Create answers to your common questions

Resolution Bot makes it easy to identify your customers’ common questions, by surfacing them for you. Just click any common question to create an answer:

Train Resolution Bot to recognize questions

Your customers will ask the same question in different ways. When creating an answer, you should train Resolution Bot to recognize several variations of the question, so it answers more customers:

You can also train Resolution Bot to recognize questions your customers haven’t yet asked, by manually adding example questions: 

Pro tip: If you’re releasing a new feature and predict that customers will have questions, you should manually add example questions to train Resolution Bot.

Create an engaging answer

The easiest way to compose your answer, is to copy it from one of the example conversations you used to train Resolution Bot:

To create an engaging answer, you can use text, emojis, images, GIFs, attributes and chat bubbles:

You can also give customers powerful follow-up actions with apps, such as sharing an article or allowing them to request a demo:

Set your answer live

Once you set an answer live, Resolution Bot will start answering common questions

Tip: Resolution Bot triggers when a customer asks a matching question at the start of a new conversation. Resolution Bot can also trigger when customers complete a Custom Bot path, or reply to an ongoing message.

If a customer clicks ‘That helped’, or if they don’t reply within three minutes, Resolution Bot will close the conversation. If they’d like to see another answer, they can click ‘Show me more’:

Note: Resolution Bot will only show the ‘Show me more’ option if you’ve created multiple answers that relate to the customer’s question.

If they’d like to chat to your team, they can choose ‘Wait for the team’ or reply to the conversation: 

Resolution Bot will then leave the conversation open, so your team can follow up.

If you’ve enabled the dedicated bot inbox and a customer replies or clicks “Wait for the team”, the conversation will then be routed according to your assignment rules so the right teammate can help out. 👌

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Ready to get started?

Automatically resolve 33% of your common questions! 

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Measure Resolution Bot’s performance 

It’s easy to track Resolution Bot's performance and gain insight into its overall impact with the Resolution Bot report.

The report shows the impact Resolution Bot has on your overall support function, including:

  • How much time Resolution Bot saves your customers and teammates.
  • What percentage of your total conversations Resolution Bot covers.
  • How many questions it instantly resolves.

Find and improve underperforming answers

It’s easy to see answers that aren't resolving as many conversations as they could be, just apply the “Underperforming” filter on your list of answers. You’ll see exactly which answers you should improve for a higher resolution rate:

For a more detailed look at how a single answer is performing, just open the answer:

Read more about measuring Resolution Bot’s impact here.

Train Resolution Bot to provide more resolutions 

It’s important to train Resolution Bot to cover a wide range of questions, so it can provide more customers with instant resolutions. By continuously training Resolution Bot, you’ll increase its resolution and coverage rates, and save your team and customers more time.

There are three key ways to train Resolution Bot to provide more resolutions: 

  • For each answer, train Resolution Bot to recognize several variations of the same question.
  • Broaden Resolution Bot’s coverage by creating answers for a wide range of topics.
  • Deepen Resolution Bot’s coverage by creating multiple answers for each topic.

Read more about training Resolution Bot here.

What’s next?

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