AI Support

FAQ Bot + Human Handoff

Workflow & AI Automation Specialist

Business outcome

Routine questions answered instantly, 24/7. Humans only step in when a conversation actually needs them — and they arrive with the full chat history, not a cold start.

FAQ-type questions answered in seconds, day or night
Unknown or sensitive queries hand off to a human — the bot never guesses
Handoff includes full conversation context so the customer never repeats themselves

What I built

Built a customer-facing FAQ bot on Facebook Messenger using Meta's free API, with a self-hosted Chatwoot widget as the website-chat variant. Incoming messages route through n8n to the Gemini API, which answers from a curated FAQ knowledge base — business hours, pricing, services, policies. The bot is constrained to that knowledge base: if a question falls outside it, or touches anything sensitive like refunds or complaints, the conversation hands off to a human with the full chat history attached. The bot never improvises an answer it wasn't given.

Automation pattern

Customer message arrives (FB Messenger via Meta API, or Chatwoot website widget) → n8n receives the event → Gemini API matches the question against the FAQ knowledge base → known answer: instant reply → unknown or sensitive: conversation flagged and handed to a human with full chat history → every exchange logged for knowledge-base improvement.

Tech stack

FB Messenger (Meta API) n8n Gemini API Chatwoot (Self-hosted)