Task Bots vs FAQ Bots

Designing flows that complete jobs (quotes, bookings, docs)—not just answer questions.


Most “chatbots” are just searchable FAQs with a friendly tone. Helpful, sure—but they rarely move the needle. If you want WhatsApp or web chat to drive bookings, quotes, or payments, you need a Task Bot: a flow that understands intent and executes the next step in the same conversation.

Below is a practical framework we deploy for clients to blend FAQ Bots (answers) with Task Bots (actions) so conversations turn into revenue—without risking compliance or brand voice.

What each bot is built to do

FAQ Bot (answer-first)

• Retrieves verified answers from your docs (policies, pricing ranges, how-tos).

• Great for deflection and consistency.

• Uses retrieval to stay on-brand and cite sources.

• Hands off when confidence is low or the user shows purchase intent.

Task Bot (action-first)

• Detects intent and launches micro-flows that finish a job:

  • Quotes: capture variant/qty, build a line-item quote, post PDF/link.

  • Bookings: read live calendars and confirm a slot.

  • Docs/KYC: collect files or ID images with guidelines.

  • Payments: send secure link, confirm receipt, share invoice.

• Logs outcomes, timestamps, and consent directly in InOne CRM.

See how we design both on AI WhatsApp Chatbots and the broader WhatsApp stack.

The flow architecture that converts

1. Intent detection (seconds).
   The bot classifies the user’s goal: book, buy, compare, support, billing, cancel. Interesting AI note: modern classifiers can infer intent from just a sentence or two—so the bot skips small talk and starts the right flow.

2. Data capture that respects attention.
   Replace long forms with three quick questions and buttons. Enrich silently (page, UTM, device). For websites, start the journey with WhatsApp Website Integration so page context carries into chat.

3. Inline task execution.

   • Booking: live slot suggestions → tap to confirm → send .ics + directions (all logged to InOne CRM).

   • Quote: entity extraction maps casual phrases (“graphite 256GB”) to SKUs → generate a line-item quote → approve or edit.

   • Payment: secure link → instant receipt in chat → order number.

4. HITL escalation done right.
   When value is high or sentiment dips, warm-transfer to a person with the last 5–10 turns attached. No “please repeat that.”

5. After-care & re-engagement.
   Confirmation, T-24h reminder, and review request—using approved WhatsApp templates (outside the 24-hour service window). See policy basics in the FAQ.

Guardrails that make automation safe (and scalable)

• RAG with guardrails (for FAQ Bots): answers cite source snippets; low confidence triggers escalation.

• Action whitelists (for Task Bots): the bot can only do what’s explicitly allowed—book, quote, request docs, send link.

• Template hygiene: business-initiated messages after 24 hours use utility-first templates with opt-out lines (we manage approvals).

• Number health: pacing, send windows, and content variety to protect quality scores.

• POPIA-by-design: data minimisation and consent timestamps, all stored in InOne CRM.

Where each shines (industry mini-plays)

• Clinics: FAQ Bot answers prep questions; Task Bot books the appointment and sends T-24h reminders.

• Automotive: FAQ Bot clarifies features; Task Bot builds a test-drive or service booking and pushes a deposit link.

• Property: FAQ Bot shares viewing requirements; Task Bot schedules a showing and collects documents securely.

What to measure (and improve weekly)

Track outcomes in InOne CRM dashboards:

• Speed-to-Lead (first qualified reply),

• First-Contact Resolution,

• Conversation → booking/quote rate,

• Payment link completion,

• CSAT and opt-outs (by template).

Interesting AI note: our anomaly guard can pause a broadcast mid-flight if opt-outs spike, protecting number health automatically.

Implementation checklist

• Map top 8–10 intents to Task Bot flows (book, quote, pay, upload).

• Keep FAQ knowledge in a retriever index with citations.

• Add a WhatsApp launcher to high-intent pages via WhatsApp Website Integration.

• Wire outcomes, templates, and consent logging to InOne CRM.

• Define escalation rules and SLAs for human takeover.

Why partner with us: getting one bot reply to “sound good” is easy. Running reliable task completion at volume—on brand, policy-safe, and measured—is orchestration. That’s what we handle end-to-end so your team focuses on customers, not plumbing.

Visit: https://aiautomatedsolutions.co.za/
Contact us: https://aiautomatedsolutions.co.za/contact-us