AI FAQ Assistant + Human Handoff

• 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

• Connect your Telegram bot: Settings → Bots → paste the token @BotFather gave you.
• If you skipped the website step, open the knowledge base and replace the sample answers with your real FAQ, policies, pricing, and support documents — this is what the bot answers from. If you gave your website, check the imported pages once the import finishes.
• 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.
• Make sure your team has at least one notification channel turned on (Telegram, email, or push) — that is where new requests arrive.
• 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.

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.
• Give your website during setup and the bot reads it into its knowledge base. Skip that, and it starts with sample answers for a made-up store — swap in your real FAQ, policies, and product docs before you go live.
• Human handoff is built in and needs no external helpdesk — when a customer asks for a person, the conversation opens in Live Chat inside your workspace.
• Each new request alerts your team through their notification settings (Telegram, email, or push), with the AI summary and the customer's follow-up email.
• 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 launch on the sample answers — if you didn't give your website during setup, load your real FAQ first.
• 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.