Table 6.

Codes, number of occurrences, and examples of positive feedback regarding health support (we translated excerpts into English).

Code	Description	Occurrences, n	Examples
C4. Patient screening session—process and guidelines	Considerations about directions given, color system used in the triage phase, and chatbot guidance during the screening session	18	“I thought the bot was very cautious (in its assessment), because I reported having symptoms considered severe, right? So the bot immediately told me to seek help as soon as possible.” [P13] “I thought the guidelines were very clear: options about what you needed to do, if you had any symptoms...like fever...and also questions about you belonging to a risk group, having a risk condition, right? Which could mean a more severe Covid case.” [P01]
C5. Question and answer session—range of topics and trustworthiness of information provided	Number and content of answers considered satisfactory as well as effective in expanding knowledge about disease	67	“The content, the number of questions, topics...I was positively impressed. If you had asked me how many general topics I could think of, I wouldn't have thought of 12 at all. You know? That’s what I liked the most, that there’s also a lot of information to be explored.” [P03] “I thought it [the experience] was very, very positive. I really liked the content ... it is very reliable. These are true guidelines, everything is correct.” [P06]
C6. Reported advantages of chatbot use during COVID-19 pandemic	Motivations and advantages of using a chatbot during the COVID-19 pandemic	18	“I would use the bot and recommend it to friends and acquaintances who might want to have some reliable information, because there is plenty of fake news about Covid. And even though it is a robot, you do get a reliable answer; there is no fake information. The bot provides very straightforward answers that point to what should be done.” [P15] “Here, where I live, this chatbot would be my first option to seek advice, for sure, because I don’t have many options...to get such guidance, to avoid going somewhere where I might get infected, or to speed up my recovery from the disease.” [P08]