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Overview

The FAQ page lets you create and manage a library of frequently asked questions and their answers. These FAQs are used by your AI agents to provide consistent, accurate responses to common customer questions.

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Accessing FAQ

Navigate to Docs > FAQ to view and manage your FAQ library.

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Interface Layout

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Left Panel: FAQ List

Displays a table view of all frequently asked questions with columns:
  • Question - The FAQ question text
  • Answer - The corresponding answer
The list shows all configured FAQs and allows you to browse and select them.

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Right Panel: Edit Panel

Shows details for the currently selected FAQ:
  • Displays the question and answer content for editing
  • Shows the message “Choose an FAQ - Click an FAQ in the list to edit it.” when no FAQ is selected
  • Provides an editing interface once an FAQ is selected

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Create Button

Located in the top-right corner. Click to add a new FAQ entry to your library.

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Creating FAQ Entries

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Add a New FAQ

  1. Click the Create button in the top-right corner
  2. Enter the FAQ question in the Question field
  3. Enter the corresponding answer in the Answer field
  4. Save the entry to add it to your library

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FAQ Content

Effective FAQs should:
  • Be specific - Ask a clear, concrete question
  • Answer directly - Provide a complete, helpful answer
  • Be concise - Keep answers focused and easy to read
  • Use clear language - Avoid jargon when possible

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Editing FAQ Entries

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Modify an Existing FAQ

  1. Click on a FAQ row in the left panel to select it
  2. The edit panel on the right will display its content
  3. Edit the Question or Answer fields as needed
  4. Save your changes

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Delete an FAQ

To remove a FAQ from your library:
  1. Select the FAQ from the list
  2. Use the delete option in the edit panel
  3. Confirm the deletion

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Using FAQs with AI Agents

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Agent Knowledge Base

Your AI agents use FAQs to:
  • Answer common customer questions
  • Provide consistent responses across channels
  • Reference official answers to frequently asked questions
  • Improve response accuracy and speed

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When Agents Use FAQs

AI agents reference FAQs when:
  • A customer asks a question matching or similar to an FAQ topic
  • Providing information about common topics
  • Ensuring consistency with established answers
  • Handling high-volume questions efficiently

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Best Practices

  • Cover common questions - Add FAQs for questions you receive regularly
  • Keep answers current - Review and update FAQ answers as your policies change
  • Be comprehensive - Include all variations of commonly asked questions
  • Use simple language - Write answers that are clear to all customers
  • Organize logically - Create FAQs that flow naturally with your documentation
  • Update regularly - Periodically add new FAQs as new questions emerge

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Example FAQ Categories

Consider organizing FAQs around:
  • Billing and pricing
  • Account management
  • Product features
  • Support and troubleshooting
  • Policies and terms
  • Contact information