FAQs

FAQs store frequently asked questions and their answers. The intelligent agent references FAQs to respond to interactions.

What is an FAQ?

Each FAQ consists of:

• Question: The question commonly asked
• Answer: The response the intelligent agent should provide

FAQs are scoped to your organization and are used by the intelligent agent to match and respond to interactions.

How FAQs are Used

When an interaction occurs through the Web Interaction Interface, the intelligent agent:

1. Searches through your FAQ library
2. Finds the best matching FAQ based on the question
3. Returns the associated answer as the response

The agent can understand question variations, so you don't need to define every possible phrasing.

Managing FAQs

Accessing FAQs

Navigate to Build > FAQs in your dashboard.

Adding an FAQ

1. Click the Add FAQ button
2. Enter the question in the Question field
3. Enter the answer in the Answer field
4. Click Create FAQ

Both question and answer are required fields.

Editing an FAQ

1. Click the edit icon (pencil) on the FAQ you want to modify
2. Update the question and/or answer
3. Click Save to apply changes, or Cancel to discard

Deleting an FAQ

1. Click the delete icon (trash) on the FAQ you want to remove
2. Confirm the deletion when prompted

Note: Deleted FAQs cannot be recovered.

FAQ Structure

Each FAQ displays:

• The question text
• The answer text
• Last updated date
• Edit and delete actions

Best Practices

• Keep questions clear and specific
• Provide complete, accurate answers
• Update FAQs as your information changes
• Use FAQs for commonly asked questions
• For complex or lengthy information, consider using Resources instead

Next Steps

• Learn about Resources →
• Explore AOPs →