Leverage Q&A's in a Virtual Assistant
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How do I leverage Q&As?
To leverage Q&As, you will want to use them only for questions that require trivial answers. Q&As are for a 1:1 question and response. If the answer of your Q&A is complex (e.g. requires multiple steps, needs branching logic, etc), it may be best to use a flow.
For example:
If an End User wants to know how to find their statements online and the answer is simply directing them to a website, a Q&A would be appropriate here.
If an End User wants to know what fees they are being charged and you first need to know what processor they are with, a Flow would be appropriate here.
| Q&As | Flows |
| Directing to a URL, physical location (address) or specific department | Update Account Information |
| Hours of Operation | Unable to Log in to Account |
| Any yes or no questions, questions with a fixed response/closed-ended questions | Change of Ownership |