Table 8.

Codes, number of occurrences, and examples of positive feedback regarding health support (see Multimedia Appendix 4 for more examples).

Code	Description	Occurrences, n	Examples
C17. Outdated information or answer	Participants noticed some outdated information or questioned whether the information presented in the Q&Aa session was updated	4	“How often is the FAQ updated? For instance, whether there’s a vaccine or not...Because that ensures credibility, right?...Because sometimes people notice that the information is a little outdated.” [P13]
C18. Missing information or explanation	Participants suggested a topic in the Q&A session that should be included or further explained	5	“I think there could be some explanation on IgG tests [after reading about IgG tests on one of chatbot’s answers]. Because many people have been talking about it and they don't know what that is.” [P11]
C19. Unfulfilled expectations during the screening session	Participants mentioned interesting insights and broken expectations during the screening process	13	“...maybe the person wanted a little bit more information before the chatbot said: ‘Go to the hospital’ [laughs], you know? ‘Go to the hospital because this is a serious symptom.’ Maybe something in the sense of reassuring the person, like...‘look, these are symptoms that can be considered’...the direction could be modalized, so as not to scare the person.” [P02]
C20. Need or demand for actionable orientation during the screening session	Participants expected to receive more practical instructions at the end of the screening session	5	“I think there should be something more direct to guide the next step. What am I supposed to do? The bot gave me some explanations about Covid, about my condition, but it didn’t tell me where to go. Given that the person in my scenario is in a risk group, as she's pregnant, I thought people would need to know about this.” [P06]
C21. Demand for situation-oriented answers to questions	Participants expected to find answers that could be more directly applied to a particular situation in the question and answer session	7	“If you have traveled, is there a test that allows you to go to your relative's house without having to worry? Or if you actually have to isolate yourself and wait 3 days to see if you won't have anything after leaving the airport?” [P09]

^aQ&A: question and answer.