FAQ Management

FAQs (Frequently Asked Questions) are question-answer pairs that help your AI agent respond accurately to common customer inquiries. Create FAQs to provide quick, consistent answers to frequently asked questions.

What are FAQs?

FAQs in Cloodot are:

• Question-Answer Pairs: Structured Q&A format
• AI-Enhanced: Can be improved with AI assistance
• Searchable: Used by your AI to find relevant answers
• Organized: Can be categorized for better management
• Unanswered Questions: Track questions that need answers

Why Use FAQs?

FAQs help your AI:

• ✅ Answer common questions quickly and accurately
• ✅ Provide consistent responses across conversations
• ✅ Reduce response time for frequent inquiries
• ✅ Identify knowledge gaps (unanswered questions)
• ✅ Improve overall customer satisfaction

Accessing FAQs

1. Navigate to your Cloodot dashboard
2. Go to Intelligence → FAQ (or AI → FAQ)
3. You'll see two tabs: Unanswered and FAQ

FAQ Tabs Overview

The FAQ page has two main tabs:

Tab 1: Unanswered

Unanswered Questions are questions that haven't been answered yet. You can provide answers to help your AI respond better in the future.

• Source: These questions are automatically created by AI from customer conversations where the AI failed to answer
• Purpose: Identify knowledge gaps and improve your AI's responses
• Actions: For each unanswered question, you can:
  • Edit: Adjust the question if needed and provide an answer
  • Delete: Remove questions that aren't relevant

Tab 2: FAQ

FAQ tab contains your frequently asked questions that help your AI respond better to customer inquiries.

• Purpose: Provide key information about your business (Policies, Products and Services, FAQs, etc.) that your AI should know and use to answer questions
• Management: Create, edit, and manage all your FAQs here

Working with Unanswered Questions

Understanding Unanswered Questions

Unanswered questions are:

• Auto-Generated: Created by AI from customer conversations where it couldn't provide a good answer
• Knowledge Gaps: Indicate areas where your AI needs more information
• Actionable: You can convert them into FAQs by providing answers

Managing Unanswered Questions

1. Go to the Unanswered tab
2. Review the list of unanswered questions
3. For each question, you can:

Edit and Answer

1. Click on an unanswered question
2. Edit the Question (optional): Adjust the question wording if needed
3. Provide an Answer: Enter the answer in the answer field
4. Click "Save" to convert it to a complete FAQ

Delete

1. Click the "Delete" button on an unanswered question
2. Confirm the deletion
3. The question will be removed from the list

:::tip Regularly review unanswered questions to identify common knowledge gaps and improve your AI's responses. :::

Working with FAQs

Creating a New FAQ

1. Go to the FAQ tab
2. Click "New FAQ" or "Add FAQ" button
3. Enter your content:
   • Question: Type the question in the question column
   • Answer: Type the answer in the corresponding answer column
4. Click "Save" or "Create"
5. The FAQ will be available for your AI to use

:::tip Create FAQs for questions your customers ask frequently. This helps your AI provide quick, accurate responses. :::

Viewing FAQs

• List View: See all FAQs in an expandable list
• Search: Use the search bar to find specific FAQs
• Pagination: Navigate through multiple pages if you have many FAQs

Editing FAQs

1. Find the FAQ you want to edit in the FAQ tab
2. Click the "Edit" button
3. Modify the question or answer
4. Click "Save" to update

Deleting FAQs

1. Find the FAQ you want to delete in the FAQ tab
2. Click the "Delete" button
3. Confirm the deletion
4. The FAQ will be removed

:::warning Deleting an FAQ removes it from your AI's available answers. Make sure you want to delete it before confirming. :::

Best Practices

Creating Effective FAQs

• Complete Answers: Provide thorough, helpful answers that address the question fully
• Regular Updates: Keep FAQs current and accurate as your business evolves
• Clear Formatting: Maintain consistent answer style and formatting

Managing Unanswered Questions

• Regular Review: Check the Unanswered tab regularly to identify knowledge gaps
• Prioritize Common Questions: Answer questions that appear frequently first
• Convert to FAQs: Turn unanswered questions into complete FAQs by providing answers
• Delete Irrelevant: Remove questions that aren't relevant to your business

How AI Uses FAQs

Your AI agent uses FAQs by:

1. Matching Questions: Identifying when customer questions match your FAQs
2. Retrieving Answers: Finding the most relevant FAQ answer
3. Providing Responses: Using FAQ answers to respond to customers
4. Identifying Gaps: Automatically detecting when it can't answer a question and creating an unanswered question entry

Semantic Matching

Cloodot uses semantic matching to:

• Understand question intent, not just exact words
• Match similar questions to the same FAQ
• Find relevant FAQs even with different wording
• Rank FAQs by relevance

Automatic Unanswered Question Detection

When your AI fails to answer a customer question:

• The question is automatically added to the Unanswered tab
• You can review and provide answers to improve future responses
• This helps identify knowledge gaps and improve your AI's capabilities

Workflow: From Unanswered to FAQ

Here's the typical workflow for managing FAQs:

1. AI Detects Gap: Customer asks a question your AI can't answer well
2. Auto-Created: Question appears in Unanswered tab automatically
3. Review: You review the unanswered question
4. Provide Answer: Edit the question (if needed) and provide an answer
5. Convert to FAQ: Save it, and it moves to the FAQ tab
6. AI Learns: Your AI can now answer similar questions using this FAQ

:::tip Regularly check the Unanswered tab to identify knowledge gaps and improve your AI's response quality. :::

Troubleshooting

FAQs Not Being Used

Problem: AI isn't using your FAQs to answer questions

Solutions:

• Check that FAQs are saved and active
• Verify questions match customer language
• Review FAQ answers for completeness
• Check if FAQs need to be updated

Poor Answer Quality

Problem: FAQ answers aren't helpful or accurate

Solutions:

• Enhance answers with AI assistance
• Add more detail to answers
• Review and improve based on customer feedback
• Update outdated information

Too Many Unanswered Questions

Problem: Many questions remain unanswered

Solutions:

• Prioritize most common questions first
• Review unanswered questions regularly
• Provide answers in batches to convert them to FAQs
• Delete questions that aren't relevant to reduce clutter

Advanced Topics

Enhancing FAQ Effectiveness

• AI Agent Configuration - Configure how your agent uses FAQs in responses
• Knowledge Base - Complement FAQs with comprehensive knowledge
• Skill Sets - Create skills that reference FAQ content

Advanced FAQ Features

• Custom Fields - Use custom fields to categorize and organize FAQs
• Labels - Tag FAQs for better organization and AI extraction
• Insights - Analyze FAQ usage and effectiveness in conversations

Next Steps

After creating your FAQs:

1. Build Your Knowledge Base with additional information
2. Configure Your AI Agent to use FAQs effectively
3. Monitor conversations to identify new FAQ opportunities
4. Regularly review and update your FAQs

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Ready to extend your AI? Learn about Skill Sets!