Fynn answers in your help center search

What visitors see

The search box on your help center says Search guides or ask a question. While a visitor types, matching guides appear right away. A question (it ends with a question mark, has 4 or more words, or the visitor presses Enter) also gets an answer card above the guides:

• The bot's name and picture, and how many guides the answer comes from.
• A short answer of 2 to 4 sentences in the visitor's language. Each sentence that uses an article carries a small number.
• Sources: the articles behind those numbers, up to 4, each with its collection. A click opens the article at the matching section.
• The note that the bot answers from this help center and can make mistakes.

A keyword such as "refund" shows the matching guides first, with a row Ask Fynn about "refund" under them. Fynn shows its own name there; your bot shows the name you gave it.

The same answers appear in other places of your help center:

• The Ask Fynn button in the header opens the search.
• Every article has a card Ask Fynn about this guide, for questions about the guide someone is reading.
• When a reader answers No to Was this guide helpful?, the first offer is to ask Fynn.
• The search results page shows the answer above the list of guides.

Where the answers come from

Fynn reads only the published articles of this one help center, never articles in an internal category, and never your Training Hub sources, bot instructions or customer data. It reads the articles in the visitor's language when they are translated. Every answer must point to at least one article: an answer without a valid source is thrown away and the visitor sees only the guides.

This makes the quality of your articles the quality of the answers. Clear titles and headings that say what a section is about help Fynn find the right part.

When there is no answer

When no article matches the question well enough, Fynn does not answer and nothing is counted. The visitor sees the guides that might help and a way to reach your team: the chat, or your support email when the chat widget is off. The same happens when answers are switched off. When your AI conversations are used up and the prepaid balance cannot pay for an answer, your help center shows the plain search and you see a notice on the Help Center page of your dashboard, until a top up or the new month brings the answers back by themselves. Visitors never see anything about billing.

Ask a follow up and Talk to a person

Under every answer there are two buttons. Both open your chat widget on the help center page with a message already in the composer. Nothing is sent until the visitor sends it.

• Ask a follow up puts the visitor's question into the chat, so the conversation goes on with your bot or your team.
• Talk to a person writes "I'd like to talk to a person about:" and the question. In an inbox whose Bot Mode is Support Bot, the bot hands such a conversation to your team. An Info Bot does not hand over.

The new conversation records in its custom attributes that it started in the help center, and the article's address when the visitor was reading one. Without the chat widget, Ask a follow up is hidden and Talk to a person opens an email to the Support email you set in the help center settings, with the question as the subject.

Switch the answers on or off

1. Open Help Center in the main navigation and go to the Settings tab.
2. Find AI answers.
3. Switch Fynn answers questions in the search on or off. The switch shows your bot's name. The change saves by itself.

The answers come from the bot of your live chat (website) inbox, the same inbox whose chat widget your help center shows. If you have several, it is the oldest one. The bot must be switched on for that inbox and the bot itself must be active. Without such a bot the switch is off and greyed out, with the note Turn on a bot in your website inbox to use this. See setting up the Deskwoot AI bot.

How the answers are billed

The answers use the same AI conversations as Fynn in the chat and Copilot, but they count per visitor instead of per conversation:

• A visitor's first answered question in a month counts as 1 AI conversation.
• Every further question from the same visitor that month counts as 0.25.

For example, a visitor asks how refunds work and then asks 2 follow up questions in the search: 1 + 0.25 + 0.25 = 1.5 AI conversations. The months are calendar months in UTC, like the rest of the meter. Questions without an answer cost nothing.

Once the AI conversations of your plan are used up, an answer costs its share of your plan's overage price from the prepaid balance: a further question costs a quarter of it, for example $0.0175 on Startup. All the details are in AI conversations meter, overage, and auto-recharge.

Deskwoot recognizes a visitor by a code it computes on the server from their network address. Nothing is stored in the visitor's browser, so there is no cookie to accept and no way to reset the count. People who share one network address, for example in an office, count as one visitor. Each help center counts its visitors on its own.

Limits

• One visitor can ask up to 20 questions per help center within 24 hours, and up to 6 in a minute.
• Your account answers up to 500 questions within 24 hours across all its help centers. This protects your balance from someone who asks question after question.
• A visitor who reaches a limit sees the guides and the way to your team, as without an answer. A question that gets no answer gives its place back.

Deskwoot does not store the questions. For the limits it keeps only the visitor's code and the time of each question.

Frequently asked questions

Do I need to set anything up?

No. If your live chat inbox has an active bot, the answers are on. Check the switch under Help Center > Settings > AI answers.

Does Fynn use my Training Hub sources here?

No. In the help center search Fynn answers only from the public articles of that help center, so every answer can link the article it comes from. In the chat it uses your Training Hub as usual.

Do I need "Use Help Center articles as knowledge base" in the bot settings?

No. That setting is for answers in the chat. The search answers always read your help center's articles.

Can Fynn answer with internal articles?

No. Articles in internal categories and unpublished articles never reach the search answers.

How much does a visitor with 3 questions cost?

1.5 AI conversations in that month: 1 for the first question and 0.25 for each of the other 2.

What happens when my AI conversations run out?

Answers are paid from your prepaid balance at your plan's overage price, a quarter of it for every further question. When the balance is empty too, the search shows guides without an answer until you top up, auto recharge refills it, or a new month starts.

Does a bot on my own API key change the billing?

No. The search answers always run on the AI that Deskwoot manages and count toward your AI conversations, also when the bot of your inbox runs on your own key.

Which language does Fynn answer in?

In the language of the question. It reads your articles in the language the help center shows when they are translated.

Can visitors talk to my team from an answer?

Yes. Ask a follow up and Talk to a person open your chat widget with the message filled in. Without the chat widget, Talk to a person opens an email to your support email.

Are the questions saved?

No. For the limits Deskwoot keeps only a code computed from the visitor's network address and the time of each question.