In today’s digital marketplace, Kenyan customers expect instant answers, real-time support, and 24/7 service—especially on mobile-first platforms like SMS and WhatsApp. Businesses that delay responses lose trust, time, and sales.

This is why smart companies are now building FAQ & Knowledge Base Bots using ChatSasa—Kenya’s most powerful automated customer engagement platform. When paired with SMSLeopard, businesses get a fully integrated solution for bulk SMS, WhatsApp automation, AI-powered support, and instant, self-service customer assistance.

This guide shows you exactly how to build your own FAQ bot, how it helps your business, and how to deploy it across SMS, WhatsApp, and your website—without writing a single line of code.

Why Every Kenyan Business Needs an FAQ & Knowledge Base Bot

Customers in Kenya often reach out with similar questions:

“What are your prices?”
“Do you deliver outside Nairobi?”
“How long does shipping take?”
“How do I pay?”
“What is your return policy?”
“Is product X available in size Y?”

Answering these queries manually takes time, increases support costs, and slows down your buyer’s journey.

An FAQ bot solves this by:

Offering instant answers 24/7

Customers get immediate responses within seconds.

Reducing support workload

Agents only handle complex issues — not repetitive questions.

Improving customer satisfaction

Faster responses = more trust = more conversions.

Boosting sales

Shoppers who get fast answers buy more and abandon less.

Standardizing information

No more inconsistent responses from different agents.

Providing support where customers are

SMS, WhatsApp, website chat, mobile apps, call centers — all connected.

Running at a fraction of the cost

Automation saves thousands per month in customer support costs.

This is why leading Kenyan brands — eCommerce stores, delivery companies, schools, Saccos, microfinance institutions, hospitals, and service providers — are shifting to ChatSasa-powered FAQ bots integrated with SMSLeopard.

Step-by-Step: How to Build a FAQ & Knowledge Base Bot Using ChatSasa

ChatSasa is designed to be simple. No coding. No developers. No technical background needed.

Follow these steps:

1️⃣ Step 1: Create Your ChatSasa Account

Start by signing up on ChatSasa. Once logged in, you will have access to:

WhatsApp automation tools
SMS integration with SMSLeopard
Chatbots builder
Conversation flows
Knowledge base/FAQ training modules
AI assistant tools
Customer contact management
Analytics & reports

2️⃣ Step 2: Identify Your Most Common Customer Questions

Before building the bot, list out the frequent questions your customers ask, such as:

Prices
Working hours
Delivery locations
Product availability
How to order
Payment methods
Support contacts
Returns & warranties
Documents required (for Saccos, MFIs, schools)

If your business already uses SMSLeopard or WhatsApp, pull these questions from chat history.

3️⃣ Step 3: Build Your Knowledge Base in ChatSasa

Inside ChatSasa:

Navigate to FAQ / Knowledge Base
Click Add New FAQ
Add the question
Add the answer
Save

Repeat this for all frequently asked questions.

ChatSasa automatically structures them into a searchable knowledge base the bot can learn from.

4️⃣ Step 4: Train the Bot

ChatSasa’s AI engine allows you to train the bot to understand:

Variations of customer questions
Business-specific terminology
Synonyms
Phrases commonly used in Kenya

Example: If your FAQ says: “Do you deliver outside Nairobi?” The bot can understand:

“Mnatuma hadi Mombasa?”
“Delivery Eldoret iko?”
“Unaweza leta kwangu Nakuru?”

This makes the bot conversational and reliable.

5️⃣ Step 5: Create Smart Responses & Follow-Up Flows

Some FAQs require more than one answer.

ChatSasa allows you to automate:

🔹 Multi-step guided responses

Example: “Are your prices negotiable?” → Bot follows up: “Are you buying for personal use or wholesale?”

🔹 Buttons & quick replies

Makes navigation easy.

🔹 Links, images, videos

Show product lists, catalogs, or location maps.

🔹 Automatic routing

If an issue is complex, the bot hands off to a human agent automatically:

“Let me connect you to a support agent.”

6️⃣ Step 6: Connect the Bot to SMS using SMSLeopard

SMSLeopard integrates seamlessly with ChatSasa to give you:

Bulk SMS Automated SMS 2-way conversational SMS Smart triggers Short links for tracking Delivery reports High reliability Kenya-wide operator coverage

This means your FAQ bot can operate on SMS, allowing customers to text questions like:

“price?”
“delivery?”
“availability?”
“contact?”

And get instant SMS replies 24/7.

This is extremely powerful for:

eCommerce stores
Delivery companies
Saccos & MFIs
Government offices
Training institutions
Hospitals & clinics
Real estate agencies

7️⃣ Step 7: Deploy on WhatsApp

WhatsApp is Kenya’s most active communication platform.

With ChatSasa, you can deploy your bot on:

WhatsApp Business API
WhatsApp Cloud API
Verified Green Tick accounts

Your bot instantly becomes a WhatsApp self-service agent.

Customers can send a message anytime and get answers in real time.

8️⃣ Step 8: Deploy on Website & Social Media

ChatSasa also lets you embed your bot on:

Your website
Your customer portal
Your mobile app
Your Facebook page Messenger
Instagram DM

This gives you a multi-channel support system powered by the same knowledge base.

Advanced Features That Make ChatSasa the Best in Kenya

1. AI-Powered Understanding

The bot understands slang, abbreviations, and Kenyan phrasing.

2. Unlimited Conversations

No per-message cost when used on web chat or app.

3. SMSLeopard Integration

Instant, reliable SMS delivery across Safaricom, Airtel, and Telkom.

4. Analytics & Customer Insights

Understand:

Most asked questions
Where customers struggle
Peak support times
Intent analysis

5. Multi-Language Support

English, Swahili, Sheng’, Somali (via custom training).

6. Automated Hand-Off to Human Agents

Seamless switch when needed.

7. Add Images, PDFs, Catalogs

Great for products or service packages.

Real Kenyan Businesses Using ChatSasa + SMSLeopard Report

30–60% fewer customer support calls

24/7 automated assistance

20–40% higher conversion rates

Support teams work 50% faster

Dramatically reduced response times

This is the future of customer service in Kenya.

Who Should Use a ChatSasa FAQ & Knowledge Base Bot?

Businesses that benefit the most include:

Online shops & eCommerce brands
Courier & delivery companies
Saccos & microfinance institutions
Insurance companies
Hospitals & clinics
Universities & colleges
Real estate agencies
Travel & ticketing companies
Hotels & Airbnb hosts
Government offices
NGOs & service organizations

If your customers frequently ask questions, you need a bot.

Conclusion: Transform Your Customer Support with ChatSasa + SMSLeopard

An FAQ & Knowledge Base Bot is no longer a luxury — it is a necessity for modern Kenyan businesses.

By using ChatSasa to automate your support and SMSLeopard to deliver instant SMS/WhatsApp responses, you unlock:

24/7 customer assistance Faster response times Lower support costs Higher customer satisfaction More conversions Reliable communication across all networks

You empower customers to help themselves — anytime, anywhere.

How to Build a FAQ & Knowledge Base Bot Using ChatSasa.