It is 9.40pm, you are cashing up, and someone asks whether you are still open. Again.
Instant Answers takes the questions your team answers twenty times a day and hands them to your AI assistant, so that message gets a proper reply before you have even seen it. Your team keeps the conversations that actually need a person.
The AI works out what a customer means rather than matching exact words, and answers in whatever language they wrote in.
Before you start
- Your AI assistant is ready. Instant Answers stays locked until it is.
- Have a few real customer questions to hand. The ones your team answers every day are the best place to start.
Add your first Instant Answer
- Go to AI Management → Instant Answers.
- Select Add → New Section and name it after a topic, for example Opening Hours & Outlets. Sections keep related answers together and are the unit you publish.
- Select Add → New Question.
- Choose the Section, write the Question the way a customer would ask it, then write the Answer.
- Select Create.
Pro AI Tip
Short on time? Type a rough note such as "bangsar closes 10pm, last order 9.30", then select the wand beside the field. Smart Compose turns it into a complete, polished answer that you can still edit. It is the quickest way to take a section from empty to useful, and it works on the question as well as the answer.
Publish a section so the AI can use it
Writing an answer is not enough on its own. Your AI assistant only uses answers in a section you have published.
- Select the section in the Sections list.
- Select Publish.
- Confirm. The section shows Publishing… for a moment, then goes live.
To take a section back out of service, select Unpublish. Customers stop receiving answers from it straight away, and nothing you wrote is lost.
That is it. Every customer who asks now gets your answer, at 3pm or 3am, in whatever language they typed it in.
Note
Draft is a holding area for answers you have not filed yet, and it is never published. If the AI is not using an answer you wrote, check whether it is still sitting in Draft. Use Move to Another Section to file it, then publish that section.
Keep improving your answers
Open AI Management → Unanswered Questions to see what customers asked that the AI could not answer. Each one is a gap you can close: select Add to Instant Answers to turn it into a new answer, or Dismiss if it is not worth covering.
Ten minutes a week, and your bot quietly gets better at your business. It stops guessing what your customers want to know and starts learning it.
Caution
Publishing a section sends its content to real customers, so treat every answer as public. Keep internal notes, staff instructions, supplier pricing and anything covering another person's personal data out of Instant Answers. If you handle customer data in Malaysia, review your obligations under the Personal Data Protection Act.