FAQ Management

Create and manage FAQs so your AI can answer common customer questions instantly.

FAQs are your quick-answer library. When customers ask the same questions over and over — "What are your hours?" "How do I return something?" "Do you ship internationally?" — your AI can handle them instantly.

Why FAQs matter

Instant answers — No waiting for common questions
Consistent responses — Everyone gets the same (correct) information
Less work for you — AI handles the repetitive stuff
Smarter over time — See what questions you're missing and fill the gaps

Opening FAQ Management

Go to Intelligence → FAQ from your dashboard. You'll see two tabs:

Unanswered — Questions your AI couldn't answer
FAQ — Your question-answer pairs

Understanding the two tabs

Unanswered

This is gold. When your AI encounters a question it can't handle, it shows up here — a running list of "things customers are asking that we need answers for."

Review it regularly. For each question, you can:

Add an answer (which turns it into an FAQ)
Edit the question if it's phrased awkwardly
Delete it if it's not relevant

FAQ

Your main library of question-answer pairs. Create FAQs proactively for things you know customers will ask, and convert unanswered questions into FAQs as you go.

Working with unanswered questions

Why they matter

Every unanswered question is a learning opportunity — it shows you exactly where your AI needs help.

Answering them

Go to the Unanswered tab.
Click on a question.
Add an answer (or edit the question first if it's unclear).
Save.

That's it — it's now an FAQ your AI can use.

If a question isn't relevant (spam, nonsense, etc.), just delete it.

Make a habit of checking unanswered questions regularly. It's the fastest way to make your AI smarter.

Creating FAQs

From scratch

Go to the FAQ tab.
Click New FAQ.
Type the question and the answer.
Save.

Think about what customers ask you most often. Start there.

Write questions the way customers would ask them — natural language works better than formal phrasing.

Managing your FAQs

Search to find specific FAQs
Edit to update questions or answers
Delete when something's no longer relevant

If you delete an FAQ, your AI won't have that answer anymore. Make sure that's what you want before confirming.

Tips for good FAQs

Write helpful answers

Answer the question fully — don't leave people guessing
Keep it clear and straightforward
Update answers when things change

Stay on top of unanswered questions

Check regularly (weekly is good)
Handle the most common ones first
Delete irrelevant ones so they don't pile up

How your AI uses FAQs

When a customer asks something:

Your AI looks for matching FAQs
It finds the most relevant answer (using meaning, not just keywords)
It responds using that answer

Matching is semantic — so "What's your return policy?" and "Can I send this back?" both find your returns FAQ.

The feedback loop

When your AI can't answer something, it creates an unanswered question automatically. You add an answer, and it becomes an FAQ. Your AI gets smarter. Repeat.

The workflow: