The FAQ module gives you a smart conversational chatbot that sits directly on your public-facing website. It handles common candidate and customer questions automatically — saving your team time and delivering consistent outcomes around the clock.

The FAQ Dashboard lets you monitor that chatbot's activity, track how many queries it has answered, and identify where it needs further training to improve.

Understand the FAQ Chatbot

The FAQ chatbot appears on your public-facing website and is the first point of contact for candidates and customers who visit your site.

By asking an initial qualifying question, the chatbot determines whether the visitor is a candidate or a customer, then guides them through a tailored scripted conversation depending on their selection.

For candidates, the chatbot can:

Guide them through a series of questions to gather their information and key requirements.
Create a new candidate record directly in your ATS.
Apply duplicate checking and email verification to ensure accurate candidate data is captured.

For customers, the chatbot can:

Ask qualifying questions to understand their requirements.
Collect the relevant information and send it internally so your team can follow up.

The questions in the chatbot are fully customisable and can be designed to handle any common enquiries that candidates or customers typically call in with. This means the chatbot delivers a consistent set of outcomes to every visitor — without manual effort from your team.

📌 Note: The chatbot on your website is powered by the FAQ module. Any queries it cannot answer are flagged in the Training Needed metric on the FAQ Dashboard, which is your signal to review and add new FAQ content to improve the bot's accuracy over time.

Use the FAQ Dashboard

The FAQ Dashboard gives you a real-time view of how your website chatbot is performing across the selected date range.

FAQ Metrics

At the top of the FAQ Dashboard, four metric tiles show performance data for the selected date range.

Metric	What It Shows
Hours Worked	Hours saved by the chatbot responding to FAQs in the last 7 days.
Users	Unique users the chatbot interacted with and responded to in the last 7 days.
Queries Answered	Total number of queries the chatbot successfully responded to in the last 7 days.
Training Needed	Queries the chatbot could not answer and where further training is required in the last 7 days.

📌 Note: Hover over the ⓘ icon on any metric tile to see a plain-language description of what that figure represents.

🤓 Tip: Keep an eye on the Training Needed figure. A high number here means candidates or customers are asking questions the chatbot cannot yet answer — this is your prompt to review those queries and add relevant FAQ content to close the gap.

Filter by Date Range

You can adjust the date range to view performance data for a specific period.

Go to FAQ, then click the date range dropdown in the top-right corner of the dashboard.
Select one of the preset options: Today, Yesterday, Last 7 days, or Last 30 days, then the dashboard updates automatically.
To set a custom period, select Custom Range, then enter your start date and end date in the fields provided.

View User Interaction Records

Below the metric tiles, the FAQ Dashboard displays a table of users who have interacted with the chatbot during the selected date range. The table includes the following columns:

Column	What It Shows
User ID	The unique identifier for the user in the system.
Name & Email	The user's name and email address as captured by the chatbot.
Mobile	The user's mobile number if provided.
Location	The user's location if captured during the conversation.
Chat Date	The date and time of the chatbot interaction.
Device	The device the user was on when they interacted with the chatbot.

Use the Search bar above the table to find a specific user by name, location, mobile, or email address.

Click Export at the bottom of the table to download the interaction data as an Excel file for reporting purposes.

🤔 FAQs

Q1: What does the Training Needed metric mean?

Answer: Training Needed shows the number of queries in the selected period that the chatbot could not answer. These are questions your bot has not yet been trained to handle — review them and add relevant FAQ content to improve the bot's ability to respond accurately.

Q2: What happens when a candidate registers through the FAQ chatbot?

Answer: The chatbot guides the candidate through a series of questions to collect their details and requirements, then creates a new candidate record directly in your ATS. Duplicate checking and email verification are built into the process to ensure accurate data is captured.

Q3: Can the FAQ chatbot handle customer enquiries as well as candidates?

Answer: Yes. The chatbot uses an initial qualifying question to determine whether the visitor is a candidate or a customer, then presents the appropriate scripted conversation. For customers, it typically collects their requirements and sends the information internally for your team to follow up.

Q4: Can I customise the questions the chatbot asks?

Answer: Yes. The questions in the FAQ chatbot are fully customisable and can be designed to handle any common enquiries your candidates or customers typically contact you about.