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FAQ page in light mode

FAQ list with the question / answer table on the left and the edit panel on the right

An FAQ is a single question / answer pair the AI agent can return verbatim when a customer asks something close to the question. FAQs complement Documents: documents are for long-form reference material, FAQs are for short, definitive answers to questions you’ve already seen many times. FAQs are tenant-wide. Once configured, every flow that has FAQs enabled under Flow Documentation can use them.

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Accessing the FAQ page

Navigate to Docs > FAQ in the left sidebar.

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What’s on the page

A two-pane layout:
  • Left panel: the list of every FAQ in your tenant, showing the question and answer for each. New tenants see “No FAQs found. Please create a new FAQ.” until the first one is added.
  • Right panel: the edit panel for the currently selected FAQ. When nothing’s selected, it shows “Choose an FAQ — Click an FAQ in the list to edit it.”
  • Create in the top-right opens a new FAQ form.

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Creating an FAQ

1

Click Create

Opens the new-FAQ form.
2

Write the question

The exact phrasing matters less than the meaning — the matcher uses similarity, not literal string match. But the question should be a real question a customer would ask.
3

Write the answer

Keep it tight — 1 to 3 sentences. The agent will paraphrase the answer to fit the conversation, but giving it a short, definitive baseline keeps the responses consistent.
4

Save

The FAQ appears in the list.

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Editing and deleting

  • Edit: click any row in the list to load it into the right panel. Make changes; save.
  • Delete: select the FAQ and use the delete action in the edit panel. Confirm.

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How FAQs reach the AI agent

FAQs are only used by flows that have at least one FAQ attached on the Documentation tab of Configure Flow — see Flow Documentation. When a customer’s message resembles an FAQ question, the matched FAQ is provided to the agent alongside any retrieved documents. FAQs also show up in Document Search results — the standalone search interface treats FAQs and documents as one combined index.

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What makes a good FAQ

  • Concrete. “What are your business hours?” beats “Tell me about availability.”
  • Definitive. Save FAQs for things with a single right answer. Things that vary by context belong in a thought or a function, not an FAQ.
  • Short. If the answer needs more than three sentences, it’s probably a document, not an FAQ.
  • Singular. One question per FAQ. Don’t combine.
  • Currency. Stale FAQs are worse than missing ones. Review the list whenever a policy changes.

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When to use FAQs vs documents vs thoughts

If you find yourself adding the same FAQ across many flows, the question may belong in a document instead.

Manage documents

Upload PDFs and sync from S3 / Confluence.

Flow documentation

Attach FAQs to a flow.

Document search

Search across documents and FAQs together.