AI FAQ Assistant + Human Handoff

A support bot that answers order, delivery, return, and warranty questions from your knowledge base the instant someone asks, and hands them to a real person the moment they need one.

• Connect your Telegram bot: Settings → Bots → paste the token @BotFather gave you.
• Open the AI FAQ Assistant block and replace the seeded demo knowledge base with your real FAQ, policies, pricing, and support documents — this is what the bot answers from.
• Review the assistant's instructions and add the specifics of your business: what counts as urgent, what the AI should never claim to know, and when it should hand off instead of answering.
• To get notified about new requests, tag yourself and your team with the "support-staff" tag on the Contacts page — the Notify support staff action messages everyone carrying that tag.
• If order or return requests need to land in a real system, connect it in place of the placeholder request step.
• Press Deploy, then message your bot with a real question and a return request to confirm both the AI answers and the handoff work end to end.

• Someone messages your bot with a question in plain language — no menu to dig through first
• The AI reads your knowledge base and answers directly when it's a common question about delivery, returns, or warranty
• If they ask about a specific order, the bot asks for the order number and an email for follow-up, then logs the request and shows them a reference number
• If they want to return or refund something, the bot explains the return window and either opens a request or connects them to a person
• If they ask for a human at any point — or the AI can't help — a live support conversation opens immediately, with their issue already summarized for your team
• Order and return requests arrive as placeholders until you connect a real order or ticketing system, so nothing pretends to be live before it is

Good to know

• The bot can hold a real conversation, not just answer keyword by keyword — it reads your knowledge base and replies in the customer's own words, then routes to the right flow when it recognizes an order question, a return request, or someone asking for a person.
• It ships with a small demo knowledge base so you can see it working right away; swap in your real FAQ, policies, and product docs before you go live.
• Human handoff is built in and needs no external helpdesk — a live conversation opens inside your workspace the moment it's needed.
• Order numbers and support requests are saved as placeholders by default, with a reference number the customer can quote. Connect Zendesk, Intercom, HubSpot, Freshdesk, Jira Service Management, Google Sheets, or another system afterwards to make them real — that's a setup step, not a rebuild.
• Before a request reaches your team, the AI writes a short summary of what the customer needs, so staff aren't reading a wall of raw chat.
• Everything is editable afterwards in the visual editor — the assistant's instructions, the return window, the questions it asks, and which topics route to a human are all plain settings, not code.

Common questions

• Which order, delivery, return, and warranty questions should the AI answer on its own?
• Which topics should always go to a human, no matter what the AI thinks it knows?
• Should order and return requests stay as placeholders for your team to review, or connect to a real system from day one?

Keep in mind

• Don't skip loading your real FAQ before launch — the demo knowledge base is there to show you how it works, not to answer real customers.
• The bot won't invent an order status, refund status, or account detail it can't actually check — if that surprises you, it means no system is connected yet, which is exactly the safe default.
• Keep sensitive, regulated, or payment-specific questions routed to a human rather than left for the AI to guess at.
• Don't make people type exact commands — the bot understands normal sentences and routes from there.