FAQ Management

FAQ Management FAQs (Frequently Asked Questions) are one of the easiest and most effective ways to make your AI bot smarter. When a contact asks a question, the bot searches your FAQs to find the best answer and weaves it naturally into the conversation. Think of FAQs as a cheat sheet for your bot. The better the cheat sheet, the better the bot's answers. Why FAQs Matter Without FAQs, your bot relies only on the general instructions and company info you provide. That works for basic conversations, but FAQs give the bot precise, verified answers to specific questions. What well-maintained FAQs do for you: Your bot gives accurate, consistent answers every time The bot is far less likely to make up information You can cover detailed or specialized topics without overloading your bot instructions Your bot sounds more knowledgeable and trustworthy How the Bot Finds the Right FAQ When a contact sends a message, the bot does not just search for matching words. The platform uses a hybrid smart search system that understands meaning , not just exact wording. This meaning-based search only kicks in once an Agent has 3 or more FAQs linked. When you have that many, the bot can match by meaning - for example, a contact asking "How much does it cost?" will find your FAQ about "pricing" even if the word "cost" never appears in it. If an Agent has only 1 or 2 FAQs , the bot falls back to keyword matching instead. In that case the contact's message and your FAQ need to share actual words - th