FAQs

In the "FAQs" section you store fixed question/answer pairs that your agent answers verbatim. Use this section for canonical facts that should sound exactly the same every time — such as opening hours, prices, cancellation terms or directions. Unlike the Knowledge Base, which uses similarity search to find the most relevant piece of text, FAQs are fed directly and unchanged into the agent: when the agent recognises a matching question, it reproduces the stored answer word for word.

You will find this section in the dashboard under Agents → (your agent) → "FAQs". At the top you see the heading with the subtitle "Question/answer pairs that the agent answers verbatim. For canonical facts that should sound exactly the same every time."

How to create an FAQ

Step 1 — Open the input form. Click "Add FAQ" (+) at the top right. A highlighted input area opens with two fields and the "Save" and "Cancel" buttons. If no FAQ exists yet, you instead see an empty view ("No FAQs yet") with its own "Add FAQ" button.

Step 2 — Fill in the "Question" field. Enter the customer question the way it is typically asked (example placeholder: "What are your opening hours?"). - What it does: The question serves the agent as a recognition pattern. It does not have to be word-for-word identical to the customer enquiry — the agent matches by meaning. Even so, phrase it concretely and in everyday terms. - Required field: Yes. The "Save" button stays disabled as long as the question or the answer is empty (whitespace alone does not count). - Recommendation: One question per topic, short and in the customer's language. For the same topic with very different phrasings (e.g. "Where can I find you?" and "How do I get to you?"), it may be worth creating two FAQs with an identical answer.

Step 3 — Fill in the "Answer" field. Enter the exact answer (multi-line field, 3 lines tall by default, grows as you type; example placeholder: "We are open Mon–Fri 9:00–18:00 and Sat 10:00–14:00."). - What it does: This text is given to the agent as the binding answer. When the customer question matches, the agent outputs exactly this wording. - Required field: Yes. - Line breaks are preserved: Multi-line answers are displayed in the list exactly as you entered them. - Recommendation: Complete, friendly sentences using the formal form of address. Write the answer so that it stands on its own — the agent inserts it into the conversation unchanged.

Step 4 — Save. Click "Save" (disk icon). On success the confirmation "FAQ added" appears, the form closes and the new FAQ is shown in the list. With "Cancel" (X) you discard the input.

Editing and deleting FAQs

Editing: Click the pencil icon "Edit" on an entry. The question and answer become editable directly in the list; with "Save" you apply the change (confirmation "FAQ updated"), with "Cancel" you discard it. When editing, "Save" is clickable even if you have cleared a field — so check before saving that the question and answer are filled in.

Deleting: Click the red bin icon "Delete". A confirmation prompt "Delete this FAQ?" appears, noting that the agent will no longer answer "{start of question}…" with this prepared answer. Confirm with "Delete" (confirmation "FAQ deleted") or cancel with "Cancel". Caution: Deletion is permanent and cannot be undone.

Order / position of FAQs

In the background each FAQ has a position value (field position, default 0). The list is sorted by position in ascending order; for equal positions the creation date decides (oldest first). Since new FAQs are always created with position 0, they appear sorted by date — the dashboard interface currently does not offer a manual sort or drag-and-drop function. In practice this means: without any further action, the creation order determines the order in the list (and thus also the order in which the FAQs are presented to the agent). The position serves internal sorting, not match priority — the agent chooses the answer that fits the content, not "the topmost one".

Tips & pitfalls

• FAQ vs. Knowledge Base: Use FAQs for short, fixed facts that should always sound identical (prices, times, terms). For longer or explanatory content the Knowledge Base is better suited. Advantage of the FAQ: it is not subject to the similarity threshold of the knowledge search (default distance kb_max_distance = 0.5) — so an FAQ cannot be lost by "just missing the threshold", as can happen with the polluted/boilerplate-bloated crawl texts of the Knowledge Base.
• Verbatim means verbatim: The agent reproduces the answer unchanged. So a typo, an outdated price or a wrong time is passed on to your customers 1:1. Check every answer carefully and keep it up to date.
• Save button stays greyed out: When adding, "Save" is disabled until the question and answer are filled in. Whitespace alone is not enough.
• Avoid duplicate/contradictory FAQs: Maintain only one authoritative answer per topic. Two FAQs with different statements on the same question lead to inconsistent answers.
• Phrase the question in the customer's language: Write the question the way customers actually ask it, not in internal jargon — this improves the match rate.
• Applies per agent: FAQs are each assigned to one agent. If you run several agents, maintain the FAQs separately in each agent.
• Do not overrate the order: There is no manual sorting in the interface. Do not rely on a particular FAQ being "at the top" — instead, structure clearly separated topics.
• Test answers: After creating one, try a matching customer question in the live test (the "AI Debug" / Decision Flow section) to see whether the agent actually uses the stored answer.