FAQ Management

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

Getting there

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

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

The two tabs

Unanswered

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

Review this 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

This is your main library of questions and answers. 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. These show you exactly where your AI needs help.

Handling them

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

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

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

Creating FAQs

From scratch

1. Go to the FAQ tab
2. Click New FAQ
3. Type the question and the answer
4. Save it

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

Managing your FAQs

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

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:

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

The matching is semantic—so "What's your return policy?" and "Can I send this back?" will 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.

This is the workflow:

1. Customer asks something → AI can't answer
2. Question appears in Unanswered tab
3. You provide an answer
4. It becomes an FAQ
5. Next time, AI handles it

Troubleshooting

AI isn't using my FAQs

• Are they saved? Check that they're actually in the FAQ tab
• Do the questions match how customers ask? Try rephrasing
• Are the answers complete enough?

Answers aren't good

• Add more detail
• Make sure the info is current
• Look at what customers are actually saying and adjust

Too many unanswered questions

• Focus on the most common ones first
• Set aside time regularly to work through them
• Delete the irrelevant ones

Going deeper

• AI Agent Configuration — How your agent uses FAQs
• Knowledge Base — For more detailed info
• Skill Sets — Custom actions your AI can take
• Conversation Insights — See how FAQs perform

What's next?

1. Build your Knowledge Base — For detailed information
2. Configure your AI Agent — Put it all together
3. Watch real conversations for new FAQ ideas
4. Keep your FAQs current as things change

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Want to give your AI more abilities? Learn about Skill Sets.