FAQs (Frequently Asked Questions)
Overview
The FAQs section allows you to manage common customer questions and answers that your bot can use to provide quick and accurate information. This improves support by handling frequent inquiries consistently, reducing wait times and agent workload.
Steps to Use
Method 1: Add FAQs one by one
Step 1: In the FAQs tab, click the Add FAQs button.
Step 2: Enter a clear question that your customer might ask and the answer you want the bot to give. Then click Save changes.
Step 3: Wait until the Status column shows a ✅ green check mark — this means the bot has learned the FAQ.
Method 2: Upload multiple FAQs at once
Step 1: Click the Import FAQs button.
Step 2: Download and fill in the FAQ template file with your questions and answers.
Note:
File must be
.xlsor.xlsx, with size up to 100 MB or 200 rows.
Step 3: Upload the file by clicking the Click here area or dragging and dropping it.
Step 4: Review the uploaded FAQs.
To remove an FAQ, click the trashcan icon (🗑️) next to it.
To upload an additional file, click Choose Another.
To update your file, click Cancel, edit the file, then upload again.
Once you’re done, click Import to submit the data.
Step 5: Wait for the Status column to show a ✅ green check mark.
Edit or Delete FAQs
Edit: Click the 🖊️ pen icon to update a question or answer.
Delete: Click the 🗑️ bin icon to remove an FAQ permanently.
FAQ Status Definitions
Imported: The FAQ has been successfully learned and added to the bot’s knowledge base.
In Queue: The FAQ is waiting to be processed.
Overlapped: The FAQ duplicates or overlaps with existing knowledge (similar meaning questions) and may need review.
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?
The bot instantly answers these, saving time and improving satisfaction.
Notes
FAQ questions should be clear, specific, and easy to understand.
Avoid vague or abstract questions that the bot may not detect.
Use full sentences or commonly asked phrases for better accuracy.
Regularly review and update FAQs to keep them relevant.
Quick Tips
Keep the question and answer in the same language for best results.
Start with the top 10–20 common questions.
Use consistent terms (e.g., product names, service types).
Troubleshooting
File won’t upload → Check that it’s .xls or .xlsx, under 100 MB, ≤200 rows.
FAQ not showing green check mark → Wait a few moments, or re-import the data.
Bot gives slightly different answers → This is normal; the bot may rephrase to sound more natural.
Video Guide
Last updated