When should I NOT use this workflow?

Intermediate

FAQ & Chat Assistant

Answer your most common customer questions instantly — 24/7, without staff involvement.

Setup difficulty: intermediate

Dental Law Firms Med Spa Property Managers Ecommerce Support Teams Financial Services Education Nonprofits Manufacturing Logistics & Supply Chain

Customer Service

The Problem

The same 10 questions get asked over and over: hours, pricing, service area, what to expect, how to schedule. Every time a staff member answers these manually, it's time that could be spent on revenue-generating work. A well-trained FAQ chatbot or SMS bot can handle 60-70% of routine inquiries automatically, freeing your team for the complex stuff.

Best For

Dental officesMed spasHome servicesLaw firmsGymsProperty managers

Workflow Steps

Collect your top 20 questions

Ask your front desk or customer service team: what are the 20 questions they answer every single week? Document the exact answers you want given.

Choose your channel

Decide where the bot will live: website chat widget, SMS, Google Business Chat, or Facebook Messenger. For most SMBs, SMS is highest engagement.

Build the knowledge base

Input your Q&A pairs into your chosen platform (GHL, Tidio, Intercom, or a custom GPT). Include hours, pricing ranges, service area, policies, and booking instructions.

Set escalation rules

If the bot can't answer, or if a user asks to 'speak to a person,' route the conversation to a human immediately. Never trap users in an AI loop.

Test with real questions

Have team members test it with actual questions customers ask. Refine answers that are confusing or incomplete.

Monitor and improve

Review unanswered questions weekly for the first month. Every gap is a training opportunity.

Copy-Paste Templates

Use these templates as-is or customize for your business.

Opening Bot Message (SMS)

Hi! You've reached [Business Name]. I'm an AI assistant — I can answer questions about our services, hours, and pricing. What would you like to know? (Reply HUMAN any time to talk to our team.)

Hours Response Template

Our hours are [Hours]. We're closed on [Days]. For after-hours emergencies, call [Emergency Number]. Would you like to schedule an appointment?

Pricing Response Template

Our [service] starts at [price range]. Final pricing depends on [factors]. Would you like a free quote? I can connect you with our team right now.

When NOT to Use This

Don't deploy a bot for high-stakes first contacts where trust is critical (e.g., someone calling about a legal emergency or dental pain). The bot should feel helpful, not like a barrier. Always make it easy to reach a human.