Question 1

What is the "Enable AI chat-bot" option on a form?

Accepted Answer

It turns the embedded form into an AI chat-bot. As the in-app description explains: visitors get instant answers generated from your approved public FAQ items; when no answer is found (or the visitor is not satisfied) the regular form is shown instead, and every conversation is saved as a ticket so you can follow up and learn from unanswered questions. It requires at least 100 approved FAQ items.

Question 2

What does a visitor experience when the AI chat-bot is enabled on my widget?

Accepted Answer

The widget opens as a chat headed "How can we help?" / "Ask a question and get an instant answer." with the greeting "Hi there 👋 Ask me anything and I'll answer right away." After each answer the visitor is asked "Did this answer your questions?" with Yes/No buttons. Answering Yes ends the chat with "Great. Glad we could help!"; answering No, or the bot finding no answer, reveals the regular contact form pre-filled with the visitor's question.

Question 3

Does a chat-bot conversation create a ticket even if the visitor never fills in the form?

Accepted Answer

Yes. Every chat-bot conversation is saved as a ticket so you can follow up and learn from unanswered questions. If the visitor goes on to submit the fallback form, the existing chat ticket is upgraded with their details instead of creating a duplicate ticket.

Question 4

Can I use one Deskhero form as both a chat-bot and a classic contact form?

Accepted Answer

Yes. With "Enable AI chat-bot" turned on, the same widget starts as a chat and automatically falls back to the classic ticket form when the bot cannot answer or the visitor says the answer did not help. The visitor's question is carried over into the form. With the toggle off, the widget is a classic contact form only.

Question 5

How do I turn on the AI chat-bot for my website widget?

Accepted Answer

1) Go to Configurations and open Forms. 2) Open the form you embed on your website. 3) Turn on the "Enable AI chat-bot" switch. 4) Save the form. The form has to be public, and your workspace needs enough approved FAQ items for the bot to answer from. If it does not, saving is blocked with a message telling you how many you have and how many you need.

Question 6

Why can't I turn on the AI chat bot for my form?

Accepted Answer

The most common reason is not having enough approved FAQ knowledge. You will see the message "The AI chat-bot requires at least 100 approved FAQ items. You currently have N." Approve more of the suggested FAQ items, create items manually, or import Q&A knowledge, then try again.

Question 7

What happens if my approved FAQ count drops while the chat-bot is on?

Accepted Answer

The widget protects visitors from a poorly grounded bot. If your workspace falls below the number of approved FAQ items the chat-bot needs, the embedded widget quietly shows the ordinary contact form instead of the chat. Chat comes back as soon as you are above the requirement again. Your current count and the requirement are both shown on the Public FAQ page in your workspace.

Question 8

How does the chat bot decide what to answer?

Accepted Answer

For every visitor message the bot searches your approved Public FAQ items for the most relevant matches and lets AI compose a short reply grounded only in that content. Follow-up messages keep the conversation history so answers stay in context. If nothing relevant is found the bot does not guess; it hands the visitor over to the regular ticket form instead.

Question 9

Can visitors ask the chat bot follow-up questions?

Accepted Answer

Yes. After the bot replies, the message box stays available and the visitor can keep asking. Each follow-up triggers a fresh search of your approved FAQ knowledge, and the bot answers with the full conversation so far as context.

Question 10

What is the Did this answer your questions prompt in the chat widget?

Accepted Answer

After the bot has replied, the visitor is asked "Did this answer your questions?" with Yes and No buttons. Choosing Yes shows a short thank-you message, ends the chat, and records the conversation as resolved by the bot. Choosing No opens the regular ticket form, pre-filled with the visitor's last message, so your team can take over.

Question 11

What happens when the chat bot can't answer a visitor's question?

Accepted Answer

The widget shows: "We couldn't find information to answer your question. Please submit a ticket below and we'll get back to you." The regular ticket form appears with the visitor's question already filled into the message field. The unanswered question is also recorded on the conversation's ticket so you can learn what visitors ask about.

Question 12

Does the chat bot ever make up answers?

Accepted Answer

The bot is designed to answer only from your approved Public FAQ content. When it is not confident it has relevant knowledge, it declines to answer and the widget falls back to the regular ticket form so a human can respond. That grounding is why enabling the bot requires a minimum body of approved FAQ items.

Question 13

Does the AI chat-bot work if my public FAQ is not in English?

Accepted Answer

Yes. When a visitor asks a question, Deskhero searches your approved FAQ knowledge both in the visitor's language and in English, and merges the best matches. That means the bot finds the right answers whether your FAQ is written in English, in your own language, or in a mix, and it replies to the visitor in the visitor's language.

Question 14

What is a chatbot session?

Accepted Answer

One conversation between a visitor and your AI chatbot, identified by the session stored in the visitor's browser. A session counts toward your monthly allowance once, when it starts; continuing the same conversation does not start another session. A session only becomes a ticket if the visitor hands it over as a support ticket, and that ticket then counts toward the ticket allowance in the month of the handover.

The AI chat-bot

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