Suggested Questions

Suggested questions are the clickable prompts a visitor sees when they first open your chat widget — a fast way in before they've typed anything. A good starter set turns a blank chat window into three obvious next steps, and it steers visitors toward questions you know the bot answers well.

You manage them from the Suggested Questions tab in your bot's sidebar (under Knowledge).

Where they come from

Each question in the list carries a badge showing its origin:

All three kinds behave the same once they're in the list — you can reorder, hide, or delete any of them.

Managing the list

The Current questions section shows every question with its badge and the date it was added.

Adding a question

Type into the input at the top (e.g. "How do I reset my password?") and click Add or press Enter. Manual questions are the most reliable way to steer first messages — add the two or three things visitors most often need.

Showing and hiding

Each question has a switch labeled Shown or Hidden. Only shown questions appear in the widget. Hiding is instant and reversible — useful for seasonal questions ("When does the holiday sale start?") you'll want back later.

Reordering

Drag a question by its handle, or use the up/down arrows. Visitors see questions in this order, so put the most common one first. The new order saves as soon as you drop.

Deleting

Click the trash icon. A confirmation dialog warns that the question will no longer be suggested and that deletion can't be undone — if you might want it back, hide it instead.

Generating questions

The Generate questions section lets HelpJet draft a few for you. Each run adds up to three new questions to the list:

• From training data — drafts questions your sources can answer. Needs at least some processed training sources; if there's no training data yet, add sources first (see Training Sources Overview).
• From conversations — surfaces what visitors have actually been asking. Needs some conversation history, so it works best after your bot has been live for a while.

Generated questions arrive enabled — review them, hide or delete the misses, and reorder the keepers.

Where visitors see them

Enabled questions appear as clickable prompts in the empty chat window — in the deployed widget and in the Train & Test preview, so you can check exactly how your set looks before visitors do. Clicking a prompt sends it as the visitor's first message.

Common questions

How many questions should I show?

Two to four. The prompts are there to remove the "what do I type?" moment, not to be a menu of everything the bot knows.

Do suggested questions cost interactions?

Showing them is free. When a visitor clicks one, the bot's reply is a normal response — billed like any other interaction. See Understanding Interactions.

A generated question is off-topic — why?

Generation drafts from your training data, so odd questions usually trace back to odd sources (a careers page, an old announcement). Delete the question, and consider pruning the source — see Training Sources Overview.