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.

Perfect if support questions are piling up in your inbox or DMs and half of them are the same three questions. Your customers get instant answers from your own FAQ, a clear path to check an order or start a return, and a one-tap way to reach a human when the bot can't help — so nothing sits unanswered overnight, and your team only sees the conversations that actually need them.

• 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?
• 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.

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.