FAQ

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The FAQ section lets you manage structured question-and-answer pairs. Unlike free-form documents in the knowledge base, FAQs give the agent exact answers to predictable questions — resulting in faster, more precise responses.

FAQ vs. Knowledge Base

Both features feed information to your agent, but they serve different purposes:

	FAQ	Knowledge Base
Format	Structured Q&A pairs	Free-form documents (PDF, text, URLs)
Best for	Common, predictable questions	Broad topics, detailed content
Answer style	Returns the exact answer you wrote	Generates an answer from retrieved context
Maintenance	Edit individual pairs	Re-upload or re-index documents

Use FAQs for questions you want answered consistently every time (e.g., “What are your opening hours?”). Use the knowledge base for topics that need longer, more nuanced responses.

How it works

You create FAQ pairs — each with a question and an answer.
When a user sends a message, the agent checks the FAQ list for a close match.
If a match is found, the agent returns the FAQ answer directly (or incorporates it into a natural response, depending on your system prompt).
If no FAQ matches, the agent falls back to the knowledge base and general LLM capabilities.

Managing FAQ pairs

Creating a pair

Go to FAQ in the agent sidebar.
Click Add FAQ.
Enter the question — write it as a user would naturally ask it.
Enter the answer — this is what the agent will return. Keep it clear and complete.
Click Save.

Writing effective questions

Use natural language — write the question the way a real user would phrase it, not as a keyword search.
Add variations — if users ask the same thing in different ways, consider adding multiple FAQ pairs or including common phrasings in the question field.
Be specific — “How do I reset my password?” is better than “Password”.

Writing effective answers

Be concise but complete — include all the information needed to resolve the question.
Include links — point users to relevant pages, forms, or contact details when appropriate.
Use plain language — avoid jargon unless your audience expects it.
Keep them current — outdated answers erode user trust quickly.

Editing and deleting

Click any FAQ pair in the list to edit the question or answer.
Use the Delete button to remove pairs that are no longer relevant.

Organizing FAQs

As your FAQ list grows, keep it manageable:

Review regularly — remove duplicates or outdated pairs.
Prioritize high-traffic questions — check Conversations to see what users ask most and make sure those questions have FAQ entries.
Avoid overlap with the knowledge base — if a topic is already well covered by uploaded documents, you may not need a separate FAQ pair for it.

Next steps

Import & Export — add FAQ pairs in bulk using CSV or JSON files.
Knowledge Base — understand how FAQs and documents work together.
Configure behavior — control how the agent prioritizes FAQ answers vs. knowledge base responses.