Auto Answers: Visitor self-service
Auto Answers is a self-service support feature that provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators.
When enabled, Auto Answers provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators. The feature is configured per chat window definition, which allows you to differentiate and customize visitors' chat experience on your site.
Requirements
- An Enterprise subscription
- Only available for layered windows ? Not available for pop-up windows
How do visitors experience Auto Answers?
The typical engagement sequence for visitors is as follows.
- The customer asks an initial question.
- The customer browses and rates the available answers.
- The customer initiates live chat if the issue persists.

You can also run reports on Auto-Answers from https://reports.boldchat.com/ and check our available reports.
Step One: Populating the answer pool
Auto Answers utilizes canned messages to present the most relevant answers to visitors based on various factors, such as frequency of use, popularity, visitor rating and key terms.
You can populate the pool of questions and answers using either the BoldChat Client or via API calls.
Step Two: Configuring the Chat Window
Fine-tune Auto Answers to show content depending on your preferences. For example, when do you want to show Auto Answers to visitors? Will they be forced to read answers, or can they bypass them before engaging with an operator?