Introduction

Hi everyone, Mark here from Voiceflow with a template that's great for organizing any frequently asked questions. Whether you're building a neighbourhood guide, an organizational wiki, your personal brand, or even instruction manuals – this is a great way to make your information quick and accessible, all with your voice.

What are we covering in this video?

The Company FAQ template is an Alexa Skill designed to listen for a user's common questions about an organization and provide helpful answers.

In this video, we'll walk you through a few simple steps, including:

1. Setting up your happy path (ideal conversation path)
2. Adding & organizing categories of questions (intents)
3. Using visuals in a multi-modal experience
4. Customizing a call-to-action for your business

Design Walkthrough of Template

At the start of the experience, we have a welcome message – introducing the user to the experience and how to use it —  next, we begin listening for an intent. The series of intents (in purple here) are the possible question categories we can answer about the organization. At the end of the experience, a finish step (in red) leaves users with a call-to-action to learn more.

Let's take a closer look at how the skill works. After the welcome message with a logo visual, we begin listening for the user's questions about the organization. For this template, we have four intents created that answer top-level FAQs - about, pricing, founded, and location.

Each intent has an associated visual that provides additional context to the user if they are using a visual-enabled device, such as the Echo Show.

After the first question is answered, the conversation continues at a Choice Block labelled "Learn More?" (in gray). Next, the assistant asks the user if they have more questions or if they'd like to finish. If "Yes," the assistant then asks the user "what else would like to know" in this block here before listening for another intent. If the answer is "No," the conversation moves to the "Finish" block (in red) — which leaves the user with a call-to-action to learn more at our website: voiceflow.com.

In this experience, the happy path follows a structure that invites the user to ask 1-4 questions about the organization. Each time a user finishes one of the intent flows, they're asked if they'd like to continue. If the answer is "yes", as we mentioned before, a speak step is used to prompt the user to ask another question.

But what happens if a user asks for an intent that isn't built into the experience? That's where re-prompts are useful. When clicking into both the "Welcome" and "More" steps labelled in green and blue, we see No Match One and No Match Two within the re-prompt sections.

And so what this does is — If the user's question does not match an existing intent, the assistant will first trigger the "No Match One." This lets them know that we don't have the answer to their question, and to try and ask something else. If the user again asks for a missing intent, the "No Match Two" step is triggered letting the user know where they can go to find that answer.

It's important to remember that no matter how many intents are included in your experience, re-prompts need to be helpful and easy to understand so that the conversation succeeds. Providing murky instructions within re-prompts, or neglecting repair paths altogether can leave users feeling disconnected from the organization, and less likely to return to the skill.

Customizing the template to suit your needs

Let's now walk you through how you can add an intent of your own to the Assistant.

1. First, we need to add a new intent (aka category) next to the others intents in purple.
2. To start, right-click on any of the purple intent flows and hit duplicate. You're going to want to rename this. Let's type Social Media**.**
3. Next, we're going to change the Intent. Click into the top intent and delete the existing "location" intent. Then, create a new intent in that same block called "social media."
4. We'll need to give the assistant key words the user might say to trigger this intent called utterances. Let's add those here - social media, social, social pages. Great!
5. Wrapping up, let's swap out the visual to be a photo of our Twitter page. Perfect!Also, the speak block can be changed to share where the user can find the organization on all social media platforms.
6. Let's type, "You can find us on YouTube, Twitter, LinkedIn and Facebook by searching Voiceflow"
7. For the last step, we need to connect this new intent to the existing happy path. Let's drag a line from the end of the "Social Media" flow to the "Learn More?" step. And you're all set - the assistant now can answer a basic FAQ about your organization's social media pages.

Prototyping the Experience

Before we jump into testing this experience, let's first train our assistant to account for the new Social Media FAQ we just created.

Now we're going to test this experience using Voiceflow's one-click sharing which makes it easy to share your project with anyone. All you need to do is select the voice and visuals option in the share button and copy the link. Let's open this up in a new tab and test our experience.

Assistant: Hi. Thanks for your interest in Voiceflow. What you would like to know about the company?
‍User: What is Voiceflow?
‍Assistant: Voiceflow helps teams design, prototype and launch conversational apps.
‍Assistant: [Display visual: YouTube Tutorial Graphic]
Assistant: Want to try the tool? Our YouTube tutorial series is the perfect place to start. Just search: Voiceflow.
‍Assistant: Do you have more questions?
‍User: Yes
‍Assistant: Great. What else would you like to know about Voiceflow?
‍User: Tell me about pricing
‍Assistant: [Display visual: pricing graphic]
Assistant: We offer a variety of pricing options to use our tool, including free, Pro access for $40, and Enterprise access that is customizable.
‍Assistant: Do you have more questions?
‍User: No
‍Assistant: No problem. We're always here to answer any other questions at voiceflow.com. Goodbye!

Wrapping up

Awesome! So that's an overview of our Company FAQ template. Helpful Wiki assistants like this are incredibly useful for organizations of any size or type when looking to better reach and engage their members or customers.

If you want to learn about more ways you can build with Voiceflow, check out our templates library! It's entirely free and serves as a great resource to help build out the vision of your next project.