Assistant FAQs
FAQs are the most reliable way to control what the AI says. When a customer's question matches one, the assistant answers exactly as you wrote it.
When to use an FAQ instead of a document
Use an FAQ when the answer has to be word for word: a price, a deadline, an account number, a legal phrasing. Documents provide general context; FAQs pin down facts.
Adding one
- Open AI Agent → FAQs.
- Add a new entry.
- Fill in the question and the answer.
- Save.
Phrase the question the way a customer asks it, not the way your team says it internally: "how long does delivery take" rather than "logistics timeframes".
Suggested FAQs
If the assistant has Generate FAQs from resolved conversations enabled, it reviews closed threads and proposes new entries. They land in a separate list for review.
Open the suggestions, read each pair and either approve or reject it. This is the fastest way to grow your knowledge base, because the wording comes from real customer questions.
Review suggestions regularly — once a week is usually enough.
Recommendations
- One question, one answer. Do not bundle several topics into a single entry.
- Keep answers short: two to four sentences read better than a paragraph.
- Update FAQs when prices and terms change — a stale answer is worse than no answer.