Public Service FAQ Assistant

Public Service FAQ Assistant Answers for Citizens 24/7

Which documents do I need? When is the office open? How much is the fee? MonoChat's AI assistant answers from your official service information on WhatsApp and web chat, and passes anything it cannot answer to your staff.

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  • WhatsApp Business API
  • Web chat
  • Facebook Messenger
Nova City Hall Official account

What do I need to apply for a street café licence?

18:47

For a street café licence you need: a completed application form, your business registration, a site plan showing table layout and proof of liability insurance. The application is reviewed by the licensing office.

18:47

Download formOpening hoursBook an appointment

Opening hours

18:48

Licensing Office

Mon–Fri · 08:30–16:30

Service Centre, ground floor

You can also submit the documents by appointment to avoid waiting at the counter.

18:48

Book an appointment
24/7
Answers for citizens
Evenings, weekends and holidays
AI
Knowledge base answers
From your own service information
Multi-language
Replies in their language
For residents and visitors alike
1
Shared team inbox
Staff pick up what the assistant cannot answer

Government chatbot features for public services

A citizen assistant that answers from the information you approve, and knows when to involve a person.

  • Answers from your knowledge base

    Upload service guides, fee schedules, forms and web pages; the AI assistant answers from that content only.

  • Document checklists

    Explain exactly which documents each service needs and send the official form as a PDF or link.

  • Replies in the citizen's language

    The assistant answers in the language the resident writes in, helpful for international residents and visitors.

  • Next step in the same chat

    Quick-reply buttons lead to booking an appointment, reporting an issue or reaching the right office.

  • Handover to staff

    Questions the assistant cannot answer go to the right team in a shared inbox, with the full conversation.

  • Topics you can measure

    Analytics show which questions come up most, so you can improve web pages and service guides.

AI knowledge base

One source of truth for every citizen answer

Give the assistant your official service information once. When a fee, a form or opening hours change, update the knowledge base and every channel answers the new way.

  • Service guides, PDFs and web pages as sources
  • Answers limited to the content you approve
  • Unanswered questions flagged for your team
See the AI knowledge base

Answer from your service guide

Source: Residence registration · updated by your team

Assistant reply

To register your new address, bring your ID card and a rental contract or title deed to any Service Centre. Registration is free and done on the same day.

How to launch a public service FAQ assistant

Four steps from your service information to answers on WhatsApp.

  1. Connect your official channels

    Your WhatsApp Business API number, web chat on your site and Messenger if you use it.

  2. Add your service information

    Upload service guides, fee schedules, forms and the pages citizens visit most.

  3. Set handover rules

    Decide which topics go to which office and when a staff member should take over.

  4. Go live and improve

    Review frequent questions in analytics and fill the gaps in your content.

Example conversations

Government chatbot examples on WhatsApp

The assistant answers from your official information, in the resident's language, and involves staff when a question needs judgement.

  • Renewing a market stall permit and paying the fee online

    A stallholder asks about the renewal, gets the fee and deadline from the fee schedule and pays through the city's payment link.

    Nova City Hall Official account

    How do I renew my stall permit for the Saturday market?

    08:05

    Saturday market permits are renewed every six months. The renewal for January–June is due by 15 December. You need your permit number; no documents are required if your details have not changed.

    08:05

    Renew nowMy details changed

    Renew now. Permit SM-0412.

    08:06

    Market stall permit SM-0412

    Saturday market · Jan–Jun

    $180.00

    Here is your secure payment link. Your renewed permit is sent here once the payment is received.

    08:06

    Pay $180.00

  • A resident asks about bulky waste in Spanish

    The assistant replies in the language the resident writes in, using the same approved service information, and books the pickup.

    Nova City Hall Official account

    Hola, ¿cómo puedo deshacerme de un sofá viejo?

    17:22

    Hola. La recogida de muebles y enseres es gratuita, una vez al mes por vivienda. Puede dejarlo en el punto limpio de Mill Road o pedir que lo recojamos en su puerta.

    17:22

    Pedir recogidaHorario del punto limpio

    Pedir recogida

    17:23

    Recogida programada

    Muebles · martes 19 de noviembre

    Déjelo en la acera antes de las 07:00

    Listo. Le enviaremos un recordatorio el lunes por la tarde.

    17:24

  • When the chatbot hands a question to a staff member

    A question about a boundary dispute needs a person. The assistant says so and passes the conversation to the planning office with its history.

    Nova City Hall Official page

    My neighbour built a fence that I think is on my land. What can the council do?

    11:30

    Boundary questions depend on your property records, so I am passing this to the planning office. They usually reply within one working day.

    11:30

    Hello, I'm Anna from the planning office. Could you send your address and a photo of the fence? I will check it against the cadastral map.

    13:05

    📷 2 photos · 18 Oak Lane

    13:09

    Thank you. I have opened a case and will call you on Thursday with what the map shows and your options.

    13:12

FAQ

Public service chatbot: common questions

Quick answers to the most common questions.

What can a municipality chatbot answer on WhatsApp?

Anything covered by the information you give it: required documents, fees, opening hours, office locations, application steps and service rules. It answers from your knowledge base, not from guesses.

How do we stop the assistant from giving wrong information?

The AI assistant answers from the content you upload and approve. When a question is outside that content, it says so and hands the conversation to a staff member instead of inventing an answer.

Can citizens ask questions in other languages?

Yes. The assistant replies in the language the citizen writes in, using the same approved information.

What happens when the assistant cannot help?

The conversation moves to the right team in the shared inbox with its full history. Staff can reply from the same official number, add notes and reassign it.

Can the assistant send forms and documents?

Yes. It can send official forms as PDFs or links, and residents can send documents and photos back in the same chat.

Keep exploring

First month of Growth on us

Answer Citizen Questions Around the Clock

Give residents accurate answers from your official information on WhatsApp and web chat, with your team ready when a person is needed.

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