The support bot by Freshdesk can be your smart support agent that instantly responds to queries that your customers might have. The Freshdesk support bot uses a Machine Learning/AI algorithm to analyze a customer query, fetch solutions from your knowledge base and proactively resolve customer questions.


Responding to repetitive queries can overload your support team. The support bot can respond to these queries and let your support team take care of the more complex queries. Every time you update your Kbase or the right solution has been suggested to the customer, The support bot automatically learns and updates itself. Here’s all you need to know about getting started with the Freshdesk support bot.

  • Support bot prerequisites 

  • Configuring the support bot

    • Customizing your support bot

    • Kbase content selection for Bot responses

    • Enabling your support bot

 

Support bot prerequisites


To get your support bot up and running, you will have you meet the following requirements:

  • Plan: Estate + 

  • Required Articles: Minimum: 10+ articles, Recommended: 50+ articles 

  • Required Tickets: Minimum: 0, Recommended: 2000+ tickets 

  • Account Language: English

  • Freshdesk Interface: Mint


Configuring your support bot:


  • You can get your support bot up and running in three simple steps. Here’s how.
  • Navigate to the Admin tab on the left panel. The Bot icon will appear under the Support Channels section



Once you are in the Bot setup page for the first time, you can follow the onboarding guide that shows up or follow this guide to manually set up the bot.


Customizing your support bot


Once you start configuring your support bot, you can customize the avatar of the bot to reflect the look and feel of your organization. You can edit your Bot settings anytime from the Bot icon on the left panel.



The Header


The header is the piece of text that appears on top of the bot widget. You can add a header of your choice or retain the existing header. The preview bot widget on the right lets you preview the changes before saving them.


Bot Name


You can give your bot a personality by choosing a name or you can choose to retain the existing Bot name. The preview bot widget on the right lets you preview the changes before saving them.


Choose your avatar


We have put together a set of avatars from which you can choose the avatar of your support bot. If you wish to add an icon of your choice, click on the ‘add your own’ link in the Choose your avatar section. The preview bot widget on the right lets you preview the changes before saving them.


Widget Color


You can choose to change the color theme of your bot widget to reflect your business or organization. Pick a color from the palette or enter the hex code of your preferred color. The preview bot widget on the right lets you preview the changes before saving them.


Widget size


The size of of your support bot widget can be adjusted using this option. The preview bot widget on the right lets you preview the changes before saving them.


Content selection for Bot responses


The Support bot is designed to read your knowledge base and tickets to respond to each customer query. It is important to choose the specific knowledge base categories which need to be accessed by the bot to respond to your customers. The answers given by the bot would depend on the categories selected.


Once you have selected the desired categories/folders, click ‘Save’.



The ML engine of the support bot will start reading the selected knowledge base categories to build the intent repository and make the bot capable of understanding customer queries to respond with relevant answers. You can add or delete categories that are read by the bot, directly from the Bot icon on the left panel.


Note: The ML training will usually take about 30 minutes to an hour. Once the training is completed, you will receive an in product notification and an email.


Enabling your Support Bot


Once the bot training has completed, it will be ready to start responding to queries from your customers. You can simply toggle the ‘Enable on portal’ option which will automatically add the bot in your Freshdesk support portal. To embed your support bot elsewhere, use the widget code that is available on the page.


To test the bot and train it to answer specific questions, click on the chatbot icon that appears on the bottom right of your screen. You can train your bot to answer questions, add solutions directly from the Bot icon on the left panel.



The support bot can also be embedded on any of your web pages. Just copy the embed code generated for your bot and add it to any of your web pages. 

You can choose to disable the support bot later by navigating to the Bot icon on the left panel.