PippifyHelp Center

How Web Chat Suggests Quick Questions

Feature Availability User Permissions Business Type Time to Complete Skill Level
All plans and the free trial Admin only All business types About 5 minutes Beginner

Summary

Overview: Quick questions are the buttons visitors see under your web chat greeting. They can tap one instead of typing. Pippin can suggest questions for you by reading your knowledge base, and you choose which ones to keep.

Prerequisites:

  • You are the Admin.
  • Pippin Web Chat is set up. See How to Add Pippin Web Chat to Your Website.
  • For the best suggestions, add documents to Pippin's knowledge first.

How Pippin Decides

  1. When you select Suggest from my knowledge base, Pippin reads a sample of your most recent knowledge documents, your business name and description, and your web chat greeting.
  2. It writes three to five questions the way a visitor would type them, for example "Do you deliver to Cebu?".
  3. It only suggests questions your material can answer. It does not invent products, prices, places or policies.
  4. It tries to cover different topics, such as pricing, availability, delivery, how it works, and talking to a person.
  5. Each suggestion is kept to 60 characters or fewer. Duplicates are removed.
  6. If your knowledge base is empty, Pippin suggests questions from your business profile instead and tells you so.
  7. Nothing is saved until you add the questions you want and select Save changes.
  8. When a visitor taps a question, Pippin answers it the same way it answers anything else.

Limits

  • You can have up to 5 quick questions, each up to 60 characters.
  • Suggestions are only a starting point. Pippin never changes your list on its own.
  • If you ask for suggestions too many times in a short period, you'll need to wait before trying again.
  • The Suggest from my knowledge base button is disabled once you have 5 questions.

Step-by-Step Instructions

Step 1: Open the web chat settings

  1. Go to Settings › Channels.
  2. Click the Web chat tile. The Web chat card opens below the tiles.
  3. Scroll to Quick questions.

Step 2: Get suggestions from Pippin

  1. Select Suggest from my knowledge base. The button shows Reading your knowledge base… while Pippin works.
  2. Review the list under Suggestions.
  3. Select Add next to each question you want. Questions you already have show Added.
  4. Select Dismiss to close the suggestions.

Step 3: Add or remove questions yourself

  1. Type a question in the box, for example "Do you have a Cebu tour package?".
  2. Select Add or press Enter.
  3. To remove a question, select the × next to it.

Step 4: Save

  1. Select Save changes at the bottom of the card.

Verify It Worked

Success criteria:

  • After saving, your questions show as buttons under the greeting in the web chat on your website.
  • Tapping a button sends that question, and Pippin answers it.
  • If you leave the list empty, the widget shows no buttons at all.

Troubleshooting

Common errors

  • "The AI service is temporarily unavailable. Please try again in a moment.": Pippin couldn't reach its AI service. Fix: select Try again after a moment.
  • "Too many suggestion requests. Try again shortly.": you asked for suggestions too often. Fix: wait, then try again.
  • "We couldn't read your knowledge base just now.": the suggestions failed for another reason. Fix: select Try again.
  • "Suggested from your business profile — we found no Knowledge Base content. Add documents in AI Studio for sharper questions.": you have no knowledge documents yet. Fix: add documents in AI Studio, then ask again.
  • "Pippin had nothing to suggest. Add a Knowledge Base document or a business description and try again.": there wasn't enough to work from. Fix: add knowledge or a business description.
  • "Keep each question to 60 characters or fewer.": your question is too long. Fix: shorten it.
  • "You already have that question.": the question is already on your list.
  • "Maximum of 5 questions.": remove a question before adding another.

Limitations & considerations

  • Suggestions come from a sample of your knowledge, so run it again after adding new documents.

Next Steps & Related Resources

  • Next steps:
    • How to Set Web Chat Quick Questions
    • How to Add Pippin Web Chat to Your Website
  • Related articles:
    • How to Add a File to Pippin's Knowledge
    • How Pippin Finds Answers in Your Knowledge
    • How to Limit Web Chat to Your Websites and Rotate the Key

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026