FAQs are the quickest way to teach your assistant. Because you write them yourself, they're approved as soon as you add them.
Adding an FAQ
- Open Knowledge Base.
- Under Add an FAQ, write the Question the way a customer would ask it, for example "Do you have parking?"
- Write the Answer as you'd want it said on the phone.
- Choose Add FAQ, then publish your assistant again.
All your FAQs are kept together under one FAQs source in the list of sources.
Writing good answers
- Keep it short. The assistant is talking, not sending an email. One or two sentences works best.
- Be specific. "Free parking behind the building, entrance on Oak Street" beats "Yes, we have parking."
- One topic per FAQ. Split long answers into separate questions.
- Include what to do next, for example "Call back during opening hours to book."
What to add
Look at what callers actually ask: open a few transcripts in Calls & Messages. Common topics are parking and directions, payment methods, cancellation policies, areas you serve and what to bring.
Changing an FAQ
To stop the assistant using an FAQ, choose Reject next to it. To change one, reject it and add the corrected version. Publish again afterwards.
Good to know
Knowledge belongs to the workspace, so every assistant in it answers from the same approved FAQs. Members, admins and owners can add them.