Creating & Managing FAQs

FAQs (Frequently Asked Questions) give your AI precise, consistent answers to common questions. Unlike documents, FAQs are direct question-answer pairs that take priority during retrieval.

FAQs vs Documents

Use FAQs when you want exact control over how a specific question is answered.

Creating an FAQ

1. Navigate to Train in the sidebar
2. Click the + Add Content button
3. Select the FAQ tab in the dialog
4. Enter the question customers ask
5. Enter the answer you want the AI to give
6. Optionally select a category and folder
7. Click Save

Writing Good Questions

Write questions the way customers actually ask them:

Good:

• "How do I cancel my subscription?"
• "What's your return policy?"
• "Can I change my shipping address?"

Less effective:

• "Subscription cancellation procedure"
• "Return policy details"
• "Shipping address modification"

Writing Good Answers

Write answers that are:

• Complete - Answer the question fully
• Clear - Use simple language
• Action-oriented - Tell customers what to do
• Formatted - Use lists and steps when helpful

Example:

Q: How do I reset my password?

A: To reset your password:

1. Go to the login page
2. Click "Forgot password"
3. Enter your email address
4. Check your email for a reset link
5. Click the link and enter a new password

The reset link expires in 24 hours. If you don't receive the email, check your spam folder.

Using Variables

FAQs support dynamic variables that get replaced with customer or business data:

• {{customer.name}} - Customer's name
• {{customer.email}} - Customer's email
• {{business.name}} - Your business name

A "Variables Help" panel appears when creating FAQs showing available variables.

Viewing FAQs

FAQs appear in the FAQs tab on the Train page. You can also see them in the All tab.

Each FAQ row shows:

• Question - The FAQ question (truncated if long)
• Category - Which category it belongs to
• Folder - Which folder(s) it belongs to
• Status - Approved or Draft
• Retrievals - How often it's been used

FAQ Categories

Organize FAQs into categories for easier management:

• Account - Login, passwords, settings
• Billing - Payments, subscriptions, refunds
• Shipping - Delivery, tracking, addresses
• Products - Features, compatibility, usage

Categories help you organize FAQs but don't affect how they're retrieved.

Editing an FAQ

1. Find the FAQ in the list
2. Click on the row to open the edit dialog
3. Make your changes
4. Click Save Changes

Deleting an FAQ

1. Find the FAQ in the list
2. Click the menu icon (three dots)
3. Select Delete
4. Confirm deletion

Bulk Operations

Select multiple FAQs using checkboxes, then use the actions dropdown:

• Add to folder - Assign to a specific folder
• Remove from all folders - Clear folder assignments
• Delete selected - Remove multiple FAQs

FAQ Status

Toggle status using the switch in the FAQ list or edit dialog.

Best Practices

Start with Support Tickets

Review your recent support tickets to find:

• Questions asked most often
• Questions that took longest to answer
• Questions with consistent answers

Keep Answers Updated

Set a reminder to review FAQs monthly:

• Are answers still accurate?
• Have policies changed?
• Are there new common questions?

Don't Duplicate Documents

If you have a comprehensive document on a topic, you don't need FAQs for every detail. FAQs work best for:

• Very common questions
• Questions needing precise wording
• Quick, simple answers

Test Your FAQs

After creating FAQs, test them:

1. Use the inline search on the Train page
2. Ask the question in different ways
3. Verify the FAQ is retrieved and ranked highly

Importing FAQs

Import multiple FAQs from a CSV file:

1. Click + Add Content
2. Select the upload option
3. Choose your CSV file with columns: question, answer, category (optional)
4. Map columns if needed
5. Import

Next Steps

• Organize FAQs with folders
• Test FAQ retrieval
• Review FAQ performance