Business problems
The same questions every day, the same answers retyped
Most of your inbox is questions you already know the answers to. The problem isn't the questions; it's that the answers live in your admins' heads, not in the system. Save them once, then let the bot, keywords, and quick replies do the repeating.
Common causes
- Standard answers aren't documented in one place.
- The bot hasn't been given business knowledge, or its knowledge is outdated.
- Questions the bot hands to staff never become lessons.
The impact
- Admin time goes into work that could be automated.
- Customers receive inconsistent information.
- Chats that need special handling get delayed too.
Common mistakes
What often makes this problem come back
Copying your price list into the bot's knowledge
The bot already reads Produk & Jasa (Products & Services). Prices copied separately go stale when the catalog changes.
Turning on the bot without testing
Try it in the test panel with real questions first, so knowledge gaps show up before customers find them.
Making keywords too general
Words that appear in many contexts can trigger the wrong reply. Choose specific keywords.
Ignoring chats the bot hands off
Every chat handed to staff points to missing knowledge. Add the answer.
How to solve it
Fix it step by step in Conex Bisnis
Menu names match the business.conex.chat dashboard (in Indonesian). Steps marked Pro require the Pro plan.
- 1
Write answers to your most frequently asked questions in Automisasi › Pengetahuan (Automation › Knowledge): free text, PDF/Word/TXT documents, or website links.
- 2
For answers that never change, like your address or warranty terms, create keyword replies in Automisasi (Automation). These replies don't use AI credits.
- 3
Save standard answers as quick replies so admins just type "/" in the reply box.
- 4
Test the bot in the test panel with real customer questions, then turn it on for the channels you choose.
- 5
Use AI Suggestions when an admin needs a more personal answer drawn from the same knowledge.
- 6
Pro Turn on Bos AI so admin answers to chats handed off by the bot are suggested as new knowledge.
7-day plan
One small step every day
One step a day so it's easy to roll out with your team. Day one can start on the Free plan.
- Day 1
List the top questions
Read the past week's chats in the Chat menu and note the questions that come up most.
- Day 2
Tidy up your catalog & profile
Update prices in Produk & Jasa (Products & Services) and your opening hours and address in Profil Bisnis (Business profile), since the bot reads both.
- Day 3
Add knowledge
Write answers to the top questions in Automisasi › Pengetahuan (Automation › Knowledge), or upload documents you already have.
- Day 4
Set up keywords & quick replies
Create keyword replies for answers that never change, and save quick replies for admins.
- Day 5
Test the bot
Ask real questions in the test panel and fix answers that aren't quite right.
- Day 6
Turn on the bot
Switch the bot on for the channels you choose, with handoff to staff when it's unsure.
- Day 7
Review & fill gaps
Read the chats the bot handed off and add the answers to Pengetahuan (Knowledge). With Bos AI (Pro), suggested lessons are compiled every night.
- After that
Move on to the next problem
Keep the habits that work, then pick another problem you still feel.
Business check-up
Features used
Learn about the feature
AI bot & knowledge
How the bot answers: rule order, knowledge, testing, learning.
Learn more FreeAuto-replies & business hours
Keywords, greetings, and away messages outside business hours, with no AI credits used.
Learn more FreeAI Suggestions & Reply with AI
Reply drafts, reply with AI, and text polishing for staff.
Learn more ProBos AI
AI manager: reviews the bot & staff, daily targets, escalations, Ask the Boss.
Learn moreBefore vs after
What changes
Free vs Pro
Features for this problem by plan
Free No time limit
Pro Everything in Free, plus
Good to know
- AI creditsAI bot answers and AI Suggestions use AI credits. Keyword replies, quick replies, and free-text knowledge don't use credits; reading documents or website pages does.
FAQ
Questions about this problem
Do I need to copy my price list into the bot's knowledge?
No. The bot already reads Produk & Jasa (Products & Services) and Profil Bisnis (Business profile), so price changes in your catalog take effect right away. Use knowledge for things that aren't in the catalog, like rules and terms.
Can I use scanned documents?
No. Scanned PDFs are images and can't be read. Use a text-based PDF, a Word file, a TXT file, or retype it as free text.
When should I use keyword replies instead of the AI bot?
Keyword replies suit answers that never change and don't use credits. The AI bot suits questions that come in many different forms.
What happens when the bot isn't sure?
The bot hands the chat to staff. That staff answer is exactly what you should add to the knowledge so similar questions get answered next time.
See also
Related solutions & problems
24/7 auto-replies with AI
AI bot powered by your business knowledge, handing over to staff when unsure.
See solution TeamsCustomer service
Shared inbox, chat assignment, notes, and AI Suggestions.
See solution IndustriesClinics & healthcare
Appointments with a choice of practitioner & time, admin info handled by the bot.
See solutionChats pile up & replies are slow
Customers wait a long time because chats come in faster than you can reply.
See how to fix itFix this problem starting today
Register for free with your WhatsApp number, then follow the 7-day plan above.
