Setting Up Your First Assistant

Unlike your run-of-the-mill chatbot, creating a functional Answer Assistant takes a matter of minutes. This is because instead of using complex decision trees, it uses your existing website content to automatically answer questions. That's great news for any team looking to drive conversion on their site. 

With just a few easy steps, you can build an Assistant that's ready for testing. In this guide, we'll share the main actions you need to complete in order to get an Assistant up and running. 

More specifically, this Guide will cover: 

  • How Frase Answers Works
  • Glossary of Key Terms
  • Creating your First Assistant 
    • Crawling your Website
    • Creating an Assistant 
    • Customizing your Assistant's Settings

How Frase Answers Works

At a high level, these are the main steps you need to take to implement Frase Answers:

  1. Crawl: Frase ingests all of your webpages and creates an intelligent knowledge base
  2. Customize: make sure your Assistant looks great, and customize greeting messages, integrations, etc.
  3. Train: create Assistant-specific content that might not be available on your website. Make sure the basics are covered.
  4. Test: use Frase's Test Sandbox to test performance.
  5. Install: installation takes 1 line of code on your website.
  6. Learn & Optimize: leverage Frase's Analytics to identify topic gaps, and optimize your content.

Glossary of Key Terms

There are a few key terms that you'll need to know before getting started:

  • Assistant: a chatbot-like widget that loads on your website.
  • Crawl: a collection of webpages ingested and indexed by Frase.
  • Trained Answer: content created inside Frase to answer a particular question.
  • Dataset: a collection of Trained Answers.
  • Analytics: the dashboard that displays insights related to how website visitors engage your Assistant.
  • Assistant Test Sandbox: the testing environment where you can test your Assistant prior to Installation.
  • Assistant Installation: the process of installing the Assistant on your website.


Creating your First Assistant 

In just five steps, you can have an Assistant capable of providing a frictionless experience to your website visitors. 

1. Crawl your website

Crawling your website is the first step in creating an Assistant. By doing so, you’re helping Frase automatically consume all of the existing content on your website. Once completed, Frase creates an intelligent knowledge base that it will use to answer your visitors’ questions. 

Frase can crawl your website through 3 methods:

  1. Web Crawler: simply submit your domain and Frase does the rest. Note: this method only works if your website has a site map.
  2. Google Search Console: pull your pages from Google Search Console. 
  3. Excel: import a list of custom URLs. This method is particularly helpful if you want to exclude certain URLs from being crawled.

Navigate to Answers-->Crawls to get started. Then select a crawl option:

2. Create Assistant

While your crawl is processing (this can take anywhere from few minutes to a few hours depending on the size of your site) you can go ahead and create your Assistant. 

The first step is to connect your Assistant to your crawl. This will ensure that your Assistant is ready to user your content to answer questions. 

3. Customize Assistant Settings

Once your Assistant is connected to your crawl, you’ll have the opportunity to customize your Assistant in several ways. This is where you will customize the name, branding, greeting messages, and much more. In other words, this is where the fun part begins. 

To begin updating your Assistant settings, navigate to "Answers" > "Assistants", and select your Assistant. 

Your Assistant Settings are organized in various sections:

Let's go over each of the sections:

Name and Brand

Basic settings related to name, branding and welcome message. This is where you can make your Assistant look and feel like it's your tool, not ours. 

  • Name: Give your Assistant a name. Your website visitors will see this every time they load a page with an Assistant on it. 
  • Avatar: Choose an image or avatar for your Assistant. Many Frase customers use their company logo here. 
  • Welcome Message: This is the first message visitors will see when they load a page with your Assistant on it.
  • Brand Color: Select a color that matches your brand.
  • Font Family: Select a font of your choice.

Custom Messages

Messages your Assistant should use in certain scenarios:

  • Fallback message: This is the response the Assistant will provide if it can't find an answer inside your content to a visitor's question.
  • Positive rating message: The message the Assistant responds with after a "thumbs up" rating. 
  • Negative rating message: The message the Assistant responds with after a "thumbs down" rating. 

Knowledge

Your assistant will answer questions leveraging knowledge from 2 content types:

  • Crawls: Crawls are the brains of your Assistant. When you crawl a website, you allow Frase to consume all the content on that site.
  • Datasets: Datasets are trained answers (we'll get into this later).

Targeting

These settings allow you customize where your Assistant should load:

  • URL pattern: Select the URL pattern you want the Assistant to appear on. 
  • URL blacklist: Select the URL pattern you don't want the Assistant to appear on. 

Live Chat

Enable live chat integrations when your Assistant can't deliver the right answer:

  • Prompt live chat as fallback: Choose whether or not you'd like to have the Assistant defer to live chat in certain scenarios.
  • Live chat scheduling: Schedule the live chat fallback to fire within your team's working hours. 
  • Live chat integrations: Integrate with your Live Chat tool. 

Email Capture

As a visitor for their email address in certain scenarios. This will allow you to follow up with them at a later time.

  • Unknown answers: trigger email capture when your Assistant is unable to answer a question.
  • Positive rating: trigger email capture when your visitor leaves a positive rating. 
  • Negative rating: trigger email capture when your visitor leaves a negative rating. 

Exit Popup

Display a popup when a visitor is about leave your website:

  • Popup header: the header of the popup message 
  • Popup text: the body of the popup message 

Other

Miscellaneous settings that you may want to utilize.

  • Send Daily Activity Digest: Send your team a daily digest that summarizes your Assistant's activity. 
  • GDPR Disclaimer: Show your site visitors a GDPR disclaimer. 
  • Cookie Tracking: Track Visitor cookies.