FAQ Management

FAQ pairs give you precise control over how your agent answers specific questions. When a caller's question closely matches an FAQ entry, the agent uses the defined answer exactly.

Adding Q&A Pairs

1. Go to your agent's Knowledge Base tab.
2. Click "Add FAQ".
3. Enter the question and the answer.
4. Click "Save".

You can add variations of the same question to improve matching accuracy.

Bulk Import

Import multiple Q&A pairs at once using a CSV file with two columns: question and answer.

question,answer
"What are your opening hours?","We are open Monday to Friday, 9am to 5pm."
"Where are you located?","Our office is at 123 Main Street, Berlin."
"Do you offer refunds?","Yes, we offer full refunds within 30 days of purchase."

Editing & Deleting

Click any FAQ entry to edit the question or answer. Use the delete button to remove entries you no longer need.

Categories

Organize your FAQs into categories for better management: General, Pricing, Support, Shipping, etc. Categories are for your organization only — the agent searches across all categories.

Priority & Weighting

Assign priority levels to FAQ entries. Higher-priority entries are preferred when multiple entries could match a caller's question.

Testing FAQ Retrieval

Use the "Test" button to enter a question and see which FAQ entry the agent would use. This helps you verify that your FAQs are being matched correctly.