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When shoppers keep asking the same question

When shoppers keep asking a question Bolt can't answer, reply ADDFAQ for a drafted answer and YES to publish it to Knowledge.

When shoppers keep asking a question Bolt can't answer, reply ADDFAQ and Bolt drafts an answer that goes live when you reply YES.

How it works

  1. Bolt notes each question it couldn't answer from your store's own products, pages and policies.

  2. Each Monday, Bolt totals the week's unanswered questions. If one question was asked 5 or more times in the same words, your next briefing can name it and say how often. A briefing has room for one thing to grow, so it may raise something else first.

  3. Reply ADDFAQ. Bolt looks for a verified answer in your store's own content and drafts one. It sends you the question and the draft.

  4. Reply YES to publish. The draft you were shown is saved as an entry in Knowledge, with the shoppers' question as its title. Bolt starts using it once Knowledge finishes updating, a short while later.

Reply NO to skip it. If you don't reply within 15 minutes, the draft expires and nothing is added. If you reply YES too late, Bolt tells you it expired. Reply ADDFAQ again for a fresh draft.

You can also type ADDFAQ at any time. Bolt drafts an answer for the most-asked unanswered question in your latest weekly report. If there isn't one yet, it tells you to ask again after the next report.

Good to know

  • Same words only. Bolt counts questions by their exact words. Capital letters and extra spaces don't matter. Any other change does, including a question mark, so "Do you ship to Canada?" and "Can you deliver to Canada?" are counted separately.

  • English chats. Bolt spots an unanswered question from its own English "I couldn't find that" reply. A chat in another language usually isn't counted.

  • No verified answer, no draft. If Bolt can't find a verified answer in your store's content, it says so and adds nothing. That includes questions about best sellers or what's new, which your store content doesn't cover. Write those answers yourself: Add your own answers in Knowledge.

  • You stay in control. Nothing is added without your ADDFAQ and your YES. A button tap can start ADDFAQ, but only a typed YES publishes.

  • One question at a time. If another change is waiting for your YES, answer that first. See How confirmations work.

Related

Still stuck? Open Get help in GoBolt, or email [email protected].

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