Add FAQs, and finish the sample answers
FAQ pairs are the quickest way to teach your AI: a customer question and your answer. Your workspace starts with a few sample FAQs to get you going. They're switched off, and the AI skips them until you replace the sample text.
Before you start
- A list of the questions customers ask you most, with your answers.
Steps
Open Brain ▸ Knowledge and stay on the Quick FAQ tab.
Press Add FAQ Pair.
Type the Customer Question the way a customer would ask it, and Your Answer the way you'd reply.
Add a few Tags (comma-separated), like hours, delivery. They help the AI match similar questions.
Press Add FAQ. A new FAQ is on straight away.
Now find a sample FAQ marked Unfinished draft. Its answer ends with a line like "Edit this answer with your actual return policy", or has [EDIT ME] parts.
Press Edit, replace all the sample text with your real answer, and press Save Changes.
Press Disabled on the card so it reads Enabled.
Don't need a sample? Press the delete icon (Delete) on its card and confirm.
Check it worked
The Unfinished draft note is gone from the card, and Active FAQs at the top has gone up by one.
If it didn't work
- A FAQ is enabled but the AI still doesn't use it.
- It still has sample text. The card says Unfinished draft: replace the sample sentence or the [EDIT ME] parts, then save.
- It says "Please fill in both the question and answer."
- Both boxes are needed. Type a question and an answer, then press Add FAQ again.
- My answer is long, like a full returns policy.
- Put it in a document instead: open the Documents tab and press Add Knowledge Document, Import from URL or Upload PDF.
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