Questions and answers

An entry in FAQ is a customer question and the answer you approve for it. It is the cheapest knowledge you can give the assistant: you write the sentence you would have written by hand, and from then on it is available at any hour.

You can add entries in two places, and both work the same way: the FAQ card on the Settings screen, which has the full form, and the FAQ step of the setup wizard, which asks only for the question and the answer. In both cases the entry reaches the assistant after you press Sync details from settings on the Knowledge Base screen.

Adding a question

The fields and their limits

Writing entries that get found

The question and the answer are stored together as one indivisible piece, exactly like this:

Do you have parking at the Tel Aviv branch?
There are 12 spaces in the building car park, free for the first hour. Street parking is blue-and-white.

• Use the customer’s words in the question, not your internal name for the thing. People ask “do you have parking?”, never “what are the site access arrangements?”.
• Make the answer stand on its own. It may be retrieved without the entries around it, so “yes, as above” is useless.
• One topic per entry. Two topics in one answer means one of them is invisible to a search about the other.
• Name the thing in the answer as well as in the question — “12 spaces in the building car park”, not “12 of them”.
• Write numbers, prices and times in full, with their unit or currency.
• Avoid answers that expire: “until the end of the month” will be wrong next month, and nothing rewrites it for you.
• Keep every price in the service list instead, so there is one place to change it — see Services and prices.

How many are worth having

The assistant keeps the 5 closest pieces of knowledge per customer message, and those five slots are shared with your services, opening hours, policies and documents. That is what decides the shape of a good FAQ list: many small, sharply separated entries beat a handful of sprawling ones, because a sprawling entry takes a whole slot to answer a fraction of the question.

For a sense of scale, the setup score in the setup wizard awards partial credit from the first question and full credit at 5. Entries you type in are not files, so they are not measured against your plan’s knowledge storage.

How they work with documents

Questions and answers and uploaded documents live in the same index and are searched together. Nothing gives one kind priority over the other at search time: the pieces that best match the customer’s wording win, whichever source they came from.

The practical consequence is that a document and an entry that disagree are a real risk — the assistant may use either. Decide where each fact belongs, and keep it there: prices in services, policies in Policies, the long explanation in a document, the short answer in an entry here.

Checking that an entry is used

The score next to each result is a rough similarity number, useful for comparing two results with each other and not much else. Testing what the assistant knows explains how to read the page properly.

Changing or removing an entry

There is no edit form. To reword an answer, press Delete on the entry, confirm, add it again with the new wording, and press Sync details from settings. Until you sync, the assistant keeps giving the previous answer.