Conversica’s AnswersIQ™ Onboarding

Thank you for partnering with Conversica!
This guide will walk you through the onboarding process for our AnswersIQ™ and Chat features, ensuring a smooth setup experience. Our goal is to help you empower your AI Assistant to automatically answer customer questions with accurate and up-to-date information from your website and resources.

What is AnswersIQ™?

AnswersIQ enables your Conversica Assistant to dynamically answer customer questions by pulling curated information (called "facts") from your website and documents. This increases customer engagement, reduces manual workload, and ensures consistent, accurate communication across all channels.

Conversica Chat can also leverage AnswersIQ facts to provide real-time answers in web conversations, improving lead conversion and customer satisfaction.

Onboarding Overview

The onboarding process includes the following key steps:

Your Responsibilities During Setup

Here’s what we’ll need from your team to get started:

1. Identify Use Cases

• What questions do you want the Assistant to be able to answer?
  
  
• Chat Only: What topics should trigger lead capture (e.g., meeting requests, pricing inquiries)?
  
  

2. Provide Website URLs

We will need a CSV file listing pages from your website that you want the Assistant to pull information from.
Best Practices:

• Include only primary pages rich with accurate information (e.g., product pages, services pages, FAQs).
  
  
• Exclude pages with frequently changing content (e.g., blogs, news releases, event calendars).
  
  
• You can easily create a site map using a tool like XML-Sitemaps.com.
  
  

Required CSV format:

3. Share Additional Resources

Do you have product guides, FAQs, or documents you would like included?
Please send any PDFs or CSVs you’d like integrated into the fact base.

The Onboarding Journey

Here’s a more detailed view of the steps ahead:

1. Onboarding Kickoff Call

During the kickoff call, we'll review:

• Goals for AnswersIQ
  
  
• Website crawling process
  
  
• Best practices for choosing URLs and topics
  
  
• Overview of the fact management UI
  
  

2. Web Crawl and Fact Base Creation

After receiving your URLs:

• Conversica Engineering will crawl the approved pages.
  
  
• The information ("facts") will be added to your system, usually within 2–3 weeks.
  
  
• You’ll be notified once your fact base is ready for review.
  
  

3. Internal Testing

Conversica's team will:

• Verify that your facts have been accurately captured.
  
  
• Ensure that the Assistant can answer the expected types of questions.
  
  
• Prepare the environment for customer testing.
  
  

4. Customer Testing and Training

Once your facts are available in your dashboard:

• You will be given access to test your Assistant using a dedicated link if onboarding website chat. If onboarding AnswersIQ for email and SMS channels, you will be able to test within the testing feature in your dashboard.
  
  
• Conversica will train your team on how to manage and update facts through our user-friendly dashboard.
  
  

You'll learn how to:

• Add new facts and topics
  
  
• Edit or delete existing facts
  
  
• Use best practices to keep your Assistant accurate and effective
  
  

5. Activation and Go-Live

Once both Conversica and your team confirm that the setup meets expectations:

• We activate AnswersIQ for your account.
  
  
• Your Assistant will now answer customer questions based on the facts you’ve curated!
  
  

Tips for a Successful Launch

• Focus on information-rich pages: Product details, services, FAQs, support information.
  
  
• Keep facts concise and factual: 150–200 words is ideal.
  
  
• Avoid emotional or promotional language: Facts should be neutral and informative.
  
  
• Update regularly: As your business evolves, update your facts to maintain Assistant accuracy.
  
  

Helpful Resources

• What is AnswersIQ?
• How to Upload Facts Guide
• What is Retrieval-Augmented Generation (RAG)?
• How to Set Up Chat Lead Capture Fields

Frequently Asked Questions (FAQs)

Q: Can I have multiple brands under one Assistant?
A: Each Assistant can only have one fact base. Multiple brands require separate Assistants.

Q: Who updates the facts after launch?
A: You can easily update facts yourself using our dashboard! Conversica is available for support as needed.

Q: Can I move the Chat icon or customize it?
A: The icon’s placement can be customized using your website’s CSS. Different images for chat states are not currently supported.

Q: Will the Assistant automatically lower "Lead to Review" rates?
A: Not at this time, but improvements are planned for future releases. However, your assistant will be able to send an informational response to leads with the Lead to Review status if there is a matching fact available for the question(s) asked in the lead's response.

Q: Can we track campaign attribution (UTMs) in Chat?
A: Yes! You can append UTM parameters manually or request assistance with bulk edits.