FAQs (Frequently Asked Questions)

Overview

The FAQs section allows you to manage common questions and answers that your bot can use to provide quick and accurate information to users. This helps improve customer support by addressing frequent inquiries efficiently and consistently.

Steps to Use

  1. View existing FAQs

    See the list of questions and answers already configured for your bot. The FAQ list includes columns for:

    • Question

    • Answer

    • Status — shows the learning state of each FAQ (see details below)

    • Actions — edit or delete

  2. FAQ Status Definitions

    • Imported: The FAQ has been successfully learned and integrated into the bot's knowledge base.

    • In Queue: The FAQ is currently in the learning queue; the bot is processing and learning this content.

    • Overlapped: The FAQ is detected as overlapping or duplicating existing knowledge (similar meaning questions), which may require review.

  3. Add new FAQ

    Click the Add FAQs button to create a new question and its corresponding answer.

  4. Edit an FAQ

    Click the pencil icon under Actions to open the FAQ editing dialog.

    In this dialog, you can:

    • Modify the Question and Answer fields.

    • View who created and last updated the FAQ along with timestamps.

    • Save changes or cancel without saving.

    • Delete the FAQ entry permanently using the Delete button.

  5. Delete an FAQ

    You can also delete an FAQ directly from the edit dialog by clicking the red Delete button.

  6. Import FAQs

    Use the Import FAQs button to bulk upload FAQs from a file. Imported FAQs will enter the learning queue and transition through status states as the bot learns them.

  7. Manage FAQ status

    Toggle the status to enable or disable specific FAQs as needed.

Example / Use Case

A bakery bot includes FAQs such as:

  • What are the prices of your cakes?

  • How to place an order?

  • What ingredients do you use?

This enables the bot to instantly answer these questions whenever customers ask, reducing wait times and improving user satisfaction.

Notes

  • FAQ questions should be clear, specific, and easy to understand to ensure the bot recognizes user queries.

  • Avoid vague or abstract questions that the bot might not identify properly.

  • Use full sentences or commonly asked phrases to improve detection accuracy.

  • Regularly review and update FAQs to keep information accurate and relevant.

Figure 1. Training Data - FAQs
Figure 2. Training Data - Status: Overlapped
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