The first motivation for creating a chatbot is often to make an existing FAQ more dynamic. "Frequently Asked Questions", or "Foire Aux Questions" in French, as they are offered in the websites, are often difficult to consult for users. They are rarely interactive, and the user must share the same vocabulary as the FAQ author in order to find an answer to his question.

The FAQ in chatbot mode on the contrary allows to fully adapt to the vocabulary of the user. It also offers a dynamic branding, where the conversational interface establishes a first dialogue with the customer. Thanks to the functions of reference to the human, it is also possible to resume the conversation in progress when the chatbot is lost.

Finally, the consultation data makes visible the questions that have no answer, and that were not imagined or planned by the author of the FAQ.

The team of BOTNATION offers you free this fast and concrete course in 6 videos (in French).

After a short introduction ( 1 ) , we'll see how to create the FAQ content on a Google Docs Google Sheets online spreadsheet ( 2 ).

Then, we will enter the installation of a proposed FAQ template on Botnation, which allows you to simplify and speed up the implementation of your FAQ chatbot ( 3 ).

You will then see how to link your FAQ stored on Google Docs and your chatbot on Botnation ( 4 ). You will also customize your chatbot.

( 5 ) explains the two search modes proposed in the model, with a generic search for simple FAQs and a tailor-made search to go further in the quality of the user's response.

With ( 6 ) , we will explain how the updating of your chatbot takes place on a daily basis. Let's go ? 😎

1. Make content management simple

One of the difficulties lies in the management of the content. The person in charge of the FAQ is not necessarily the manager of the chatbot. In addition, the interface of a chatbot, as effective as it is, does not necessarily simplify the updates. That's why we've designed a template that separates the engine content from your chatbot.

Botnation offers a simple and direct connection with a table created on Google Sheets. We propose you a simple structure to create in a few clicks your first chatbot FAQ.

I find you in the next video to create your FAQ in Google Docs.

2. Create your FAQ on Google Sheet

I propose a model that you can copy. Our model is available here, do not hesitate to duplicate it.


The table has six columns.

The column A named TITLE describes the subject. The title is used in the display of the results of the user search in the carousel.

Column B named QUESTION references the standard question.

The C column named ANSWER contains the answer to the question.

The D column named KEYWORD and the E column named KEYWORD2 are two keywords that qualify the question. They are used by the chatbot to search the Google Sheet where the correct answers.

The column F named ID is a technical trick that allows the chatbot, once the user has selected the question that interests him, to locate the line containing the information to display. It contains a formula (= LINE (aCellOfTheLine) that identifies the line as with a unique number (a line in a spreadsheet always has a unique number.) This formula must be reported on all lines.

Column G, named SUGGESTIONS, contains a reference to another question that could shed additional light on the question being consulted. For example, if the user is looking for the definition of an FAQ, then it can be suggested to him to consult the question "how to create an FAQ".

The H column named IMAGE contains a URL to an image file, in PNG, GIF or JPG format, with a square size of 600x600 pixels. This image will be displayed in the result carousel, to illustrate the question.

3. Enable Chatbot Template FAQ

Log in to Botnation and activate the template.

In the list of templates, select the template named "Chatbot FAQ" and click on it.

After a few seconds, a copy of this template is available in the list of your chatbots.

Link your Google Account to your Botnation account

To access the Google Sheets table, you must link your Google Account to your Botnation account. The Google Account in question can be a particular account, which you use specifically to manage your FAQ.

Go to the Settings tab, and select the Plugins subtab.

Click on the "Link a Google Account" button, and validate the different steps imposed by Google.

Also enable Expert mode for full access to the reading capabilities of a Google Sheet.

4. Customize your chatbot

First group Default

The default group handles the sequences that are triggered when the chatbot starts, and in case the chatbot does not know what to answer (the Fallback).

The "Welcome Message" sequence offers a welcome message that you can edit.

It then initializes three variables, which are used to make the chatbot work. Do not change these settings.

You will notice small orange icons that give you instructions for each element of the sequence.

The "Default Answer" sequence is the fallback response of the chatbot. When the chatbot does not understand the user's request, this sequence is automatically triggered.

We propose a text block with alternative answers.

We also added the block "Transfer function" which deactivates the chatbot and passes the hand to a human. If you do not have the human resources to follow conversations, you can delete this block.

The "Chatbot Return" sequence is triggered when the bot regains control after 12 hours.

5. Manage your FAQ in the chatbot

Second group "Research"

This group is the heart of your chatbot FAQ. However, it is very simple thanks to the features of the Botnation platform.


The "generic search" sequence is a sequence that is designed to support all requests. In the context of a somewhat complex FAQ, with some themes, it would be quite possible to use only this sequence to manage the search and display all the content of the FAQ.

Once your account linked to your Google Account, you will have to select: the Google Sheet, the tab concerned, then the different columns, here the column KEYWORD and KEYWORD2.

You can sort as you like.

Remember also to associate the right elements in the carousel: IMAGE column for the image, column A for the title, column B for the subtitle and assign the column ID (F) the link of the button.

The chatbot will search for a response for the user in one of the two KEYWORD or KEYWORD2 columns of the Google Sheet. Obviously, as I told you, this search is very generic and works if the keywords in question are too. For example, you will see in the Google Sheet that we share you that we reference keywords like FAQ, GOOGLE SHEET or COLUMN. These words are necessarily related to several possible answers. There will therefore be two levels of response: the first displays a carousel with all the possible answers, and the second level, clicked by the user, contains the answer that seemed to him the closest to his request.

In the second tab "AI" of our interface, you will Add an NLP rule, which you will associate with this generic sequence. You must choose the keywords that are also in the KEYWORD or KEYWORD2 column of your Google Sheet.

If you want to see more clearly, you can create several rules, which will gather the keywords related to a theme, and which will point to the sequence. Several rules can indeed be linked to a single sequence.


The Google Sheet Connection sequence offers another search strategy. If you need to offer a more refined level of response to your users, here's how.

Name the sequence in relation to the theme or question it will be dealing with.

Indicate in front of KEYWORD (D) and KEYWORD2 (E) the two keywords referenced in your table.

Since this is an inclusive AND search, both keywords must be present in order for (or) the relevant FAQ questions to be triggered. In the AI, you will associate keywords or phrases that are not necessarily referenced in your Google Sheet. You will thus totally adapt your chatbot to the talk of your users. For example, if the keyword "car" is referenced in your table, nothing prevents you, on the contrary, in the rule to add terms like "auto", "BMW", etc ...

The value of KEYWORD and KEYWORD2 necessarily includes keywords referenced in your table. Both keywords must be associated with the same question for a specific search. If this does not correspond to your usage, you can however change the AND search operator to OR, but the result will be less accurate.

You can sort as you like.

Remember also to associate the right elements in the carousel: IMAGE column for the image, column A for the title, column B for the subtitle and assign the column ID (F) the link of the button.

For each search that you want to refine, you will simply duplicate the current sequence and adapt it to a new potential search.

Third group "Display the answer"

This group is not to be modified, unless you want to change the answers in the text blocks.

However, you must select the correct Google Sheet, the correct worksheet, in the sequence "displayResearchByID" and ensure that the ID (F) field is enabled. You do not have to change the rest if your table respects the order of the columns of our model table.

6. Update the FAQ system with the chatbot

How to manage the FAQ?

You can edit the contents of the Google Sheet without logging back in to your chatbot admin interface. As long as you add new questions with keywords referenced in the rules AI of your chatbot, you do not have to resume the setting of your chatbot. If you want to add a new theme, simply either route it to the generic sequence or create a specific sequence.

Adaptation of a sequence

A non-generic sequence may well contain a roll of custom blocks, such as the addition of a video or an explanatory image.

Evolution of your chatbot

You can gradually add other sequences and blocks of content to allow your chatbot to respond to requests other than the FAQ, such as allowing the user to get product information subscribe to the chatbot, etc ... The FAQ chatbot is usually the first version of the chatbot. Quickly, you will discover the full potential of this tool and version 2 will be even more personalized!

Do not hesitate to come back to us if necessary.

Avez-vous trouvé votre réponse?