FAQ bot: keywords and an operator

Topics as buttons, keywords and “Call a person”

The template puts into the editor: the /start trigger → a greeting “Message” → a “Message” with topic buttons “Prices”, “Opening hours”, “Address” and “Call a person”. Each topic leads to its own canned answer — fill in your price list, opening hours and address — and after the answer the bot asks “Any other questions?” with the buttons “Another question” and “Call a person”. Three more “Keyword” triggers in “contains” mode answer without buttons: «цена», «прайс», «сколько стоит» (price, price list, how much) — the prices answer; «график», «часы работы», «до скольки» (schedule, opening hours, until when) — the hours; «где находитесь», «как добраться» (where are you, how to get there) — the address. Case doesn’t matter.

The “otherwise” branch is the “Call a person” button: a “Message” “Passing the conversation to a team member” → an “Operator” block. The bot goes silent, the conversation appears in “Conversations”, and operators get a Web Push. While the client is in the menu, a question not on the list makes the bot show the buttons with “Call a person” again rather than stay silent. Keywords fire from anywhere in the conversation, even in the middle of another flow, so the lists contain whole words and phrases, not stems: «цен» would also catch «оценку» (rating) in a review flow, and «сколько» (how much/how long) would answer “how long is delivery” with the price list.

This covers the 5–10 most frequent questions, and that is the limit of a button FAQ: when people ask the same thing in twenty different ways, the keyword list grows and starts intercepting other messages. How an autoresponder works at night and after hours — in the article on an autoresponder in Telegram; the MAX version — an autoresponder bot in MAX.

When to switch to an AI agent

If there are more phrasings than keywords, a single “AI agent” block (Basic plan and above) replaces a dozen triggers. In the “AI agents” section you set the role and a free-text knowledge base — prices, hours, delivery terms; the agent answers from it and hands the conversation to an operator when unsure or on the words «оператор», «человек» (operator, person). An answer on the default model costs one AI credit, more on powerful models; Basic includes 150 credits a month.

A sensible combination: keywords for 3–5 questions with an exact answer (price, address), an “AI agent” for the rest, “Operator” as a safety net. Where it applies and what an answer costs — in the article on a bot with a neural network over a knowledge base. The flow works in Telegram, MAX, VK and the widget; for support with a menu and quick handover there is the “Support” template. Open the template in your account.