With Answer Bot, you can instantly resolve common questions your customers ask. 

You’ll increase your customer satisfaction, while freeing your team to focus on issues only humans can resolve. Here’s how to get started:

  1. Choose a common question your customers ask.
  2. Train Answer Bot to recognize the different ways customers ask a question.
  3. Write a quality answer that addresses the question.
  4. Choose who you'd like to send the answer to (optional)

To ensure your answer is effective as possible, it’s important to set up each step properly. Here’s how:

1. Choose a common question 

Answer Bot makes it easy to discover your customers’ common questions, by surfacing them from past conversations for you:

Just hover over any of these questions to create an answer.

Note: You’ll need to have a few thousand past conversations for Answer Bot to accurately provide common questions. Answer Bot currently supports English only.

Or, if you already have a question in mind, just click ‘New answer’: 

Next, add a relevant title that matches your answer:

Important: Your answer title will be visible to customers who click Answer Bot’s ‘Show me more’ option. You should ensure your title reflects your answer. For example, if your question is ‘How do I change my password?’, your answer title should be ‘Change your password’.

2. Train Answer Bot to recognize the question

Your customers ask many questions that require the same answer. It’s essential to train Answer Bot to recognize each variation of the question your customers ask.

First, search for a question your customers ask: 

If you’ve got plenty of past Intercom conversations, Answer Bot will provide you with examples:

Once you’ve chosen a question, Answer Bot will show you matching customer questions from your conversation history. You should tick the relevant examples that Answer Bot provides. 

This will train Answer Bot to recognize variations, so it learns which questions to trigger your answer for. 

Important: You should train Answer Bot with different examples so it can recognize variations of the question. For example, ‘How do I change my password?’ and ‘I can’t log in’ are different questions, but could have the same answer. Search for these variations, and train Answer Bot to recognize them. Answer Bot will then use its training and machine learning to answer questions that match or look similar to your example questions.

Note: You should also click ‘X’ on any irrelevant examples.

You can also train Answer Bot to answer questions customers haven’t yet asked. For example, if you’re creating an answer for a new product, you can manually train Answer Bot with questions you predict customers will ask:

Once you’ve added at least 10 example questions, your training progress will appear as complete. 

Now you’re ready to compose your answer.


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3. Compose a high quality answer

To create a high quality answer, you should lead by addressing the customer’s question.

For example, if the question is ‘How do I add a teammate?’, your answer should lead with ‘To add a teammate’, or ‘Here’s how to add a teammate’. This will give customer’s greater trust in your answer.

If your answer is long, you can add multiple bubbles so it’s easier to digest:

Pro tip: Keep your answers short and sweet, so customers get the answer they’re looking for quickly. If your answer is long, consider sharing an article that covers the question in more detail.

You can also add attributes to personalize your answer for users:

You can also format your text, add emojis, images or GIFs to make your answer more engaging.

You also can add powerful follow-up actions to your answer using apps. For example, you could share an article using the article inserter app.

Or, you could link customers to another page using the content showcase app. Check out our app store to see the apps you can use.

4. Choose who you’d like the answer to send to

If your answer is only applicable for a certain subset of customers, (people in different countries for example) you can use filters to define an audience, and the answer will only be sent to people who match those filters. 

After composing your answer, just define the audience filters for who you’d like it to send to under “Choose your audience”. You can send an answer to Users only, Leads only or both, then further refine the audience with filters based on user or company attributes

Tip: For more nuanced filters, you can combine “And” with “Or” rules.

In this example, we’re targeting users and leads from the US or Canada:

Pro tip: Filters like these are perfect for legal or billing questions, where the answer may vary by location.

Set your answer live

Once you've created your answer, set it live to start instantly answering customers.

Note: If you haven’t completed every step, you’ll be prompted to complete them before you can set your answer live.

Once live, your answer will trigger for customers who ask a matching question.

You can track your answer’s performance to ensure it’s answering the right questions, and resolving conversations.

To ensure your answer is triggering for the right questions, check the conversations it sent answers to:

Pro tip: If you notice your answer has triggered for an irrelevant question, you should do two things:

  1. Create an answer for the specific question your customer asked. This will increase your answer’s accuracy, as Answer Bot will have the right answers for similar questions. 
  2. You can add qualifiers to your answer, so it only sends when customers use specific words. 

What’s next?

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