With Resolution 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. Choose a language.

  3. Train Resolution Bot to recognize the different ways customers ask a question.

  4. Write a quality answer that addresses the question.

  5. Choose who you'd like to send the answer to (optional).

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

1. Choose a common question

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

Note: If you use Zendesk, you can use the Zendesk Chat or Tickets importer to quickly set up Resolution Bot.

Pro tip: Scroll through, or click ‘View all’ to see additional suggestions:

Note: These suggestions are only present if Resolution Bot has detected common examples from your conversation history.

Once you've selected a common question to create an answer for, you'll need to train Resolution Bot to recognize the various ways customers ask that question.

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

Whether you started with one of the suggestions, or are creating an answer from scratch, enter a question now, to choose example conversations that this answer would apply to:

Tip: Try phrasing the question in different ways, to match how your customers ask.

Tick some relevant example questions that Resolution Bot surfaces for you, aiming for a total of at least 10:

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

Next, add a relevant title that matches your answer:

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

2. Choose your language

Resolution Bot can provide answers to customer questions in 32 languages: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, & Англи хэл (Mongolian).

Before composing an answer, choose the language your answer will be in:

Note: If you’d like to answer the same question in multiple languages, you’ll need to create one answer for each language. This lets Resolution Bot accurately target questions in each language so you can train it for maximum effectiveness.

3. Train Resolution Bot to recognize the question

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

First, search for a question your customers ask, or choose one of the suggested questions. If you’ve got plenty of past Intercom conversations, Resolution Bot will provide you with examples in the language you selected in step 1:

Once you’ve chosen a question, Resolution Bot will show you matching customer questions from your conversation history.

Tick the relevant examples provided, and click “X” on any that don’t match your question:

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

Important: You should train Resolution Bot with different examples so it can recognize variations of the question.

For example, ‘How do I reset my password?’ and ‘I can’t log in’ are different questions, but could have the same answer. Search for these variations, and train Resolution Bot to recognize them. Resolution Bot will then answer questions that look similar to your example questions.

You can also train Resolution 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 Resolution Bot with questions you predict customers will ask:

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

Pro tip: You can always add more examples to train Resolution Bot in more detail.

If you’d like an answer to send only when specific words are used in the question, you can configure qualifiers now. Read this article to learn more about Resolution Bot’s qualifiers.

Now you’re ready to compose your answer.


Ready to get started?

Automatically resolve 33% of your common questions! 


4. Compose a high quality 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 do this, click ‘Copy from past conversations’:

This will open a window where you can browse existing conversations, and select the replies to copy: 

This will add the replies into the composer, where you can edit them:

Tip: You can write your answer from scratch if you can’t find a suitable reply to copy.

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

Pro tip: If your answer is too long, consider sharing an article that covers the question in more detail.

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

Pro tip: To give customers trust in the answer, start by addressing their question. For example, if the question is ‘How do I add a teammate?’, your answer should lead with ‘To add a teammate’. 👍

You can add emojis, images, GIFs or Product Tours to make your answer more engaging.

You can also insert apps as powerful follow up actions. For example, share an article with the article inserter app. Or, link to another page with the content showcase app

5. 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, Leads, Visitors, or any combination of the three, 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 leads and users 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 the answer, set it live to start instantly resolving customer questions.

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.

Make your answers more effective by suggesting them as people type

To get your answers in front of more customers, and increase Resolution Bot’s impact, allow Resolution Bot to ‘Suggest relevant answers as your customers type’ in your Messenger settings

Find out more about automatically suggesting answers here.

What’s next?

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