How to Add FAQs
FAQs (Frequently Asked Questions) are the foundation of your chatbot's knowledge. Add questions and answers to train your AI to respond accurately to common inquiries.
Prerequisites
- An existing chatbot (see Set Up Your First Chatbot)
- A list of common questions your customers ask
- Clear, helpful answers for each question
Steps
Step 1: Open the FAQs Tab
- Go to Chatbots in the sidebar
- Click on your chatbot to open it
- Click the FAQs tab
Step 2: Click Add FAQ
Click the Add FAQ button to create a new FAQ entry.
Step 3: Enter Question and Answer
In the dialog, fill in:
| Field | Description | Example |
|---|
| Question | The question customers might ask | "What are your business hours?" |
| Answer | The response your chatbot will give | "We're open Monday-Friday 9am-5pm EST." |
Tips for writing good FAQs:
- Write questions as customers would ask them
- Include variations if possible
- Keep answers clear and concise
- Include relevant details (hours, prices, links)
Step 4: Save the FAQ
Click Save to add the FAQ to your chatbot's knowledge base.
The AI will automatically learn to recognize similar questions and provide this answer.
Step 5: Add More FAQs
Repeat steps 2-4 to add all your FAQs.
Recommended FAQ topics:
- Business hours and location
- Contact information
- Pricing and services
- Shipping and returns
- Account/login help
- Product information
- Support procedures
Bulk Import FAQs
If you have many FAQs, you can import them in bulk:
Step 1: Prepare Your CSV File
Create a CSV file with two columns:
question,answer
"What are your hours?","We're open Mon-Fri 9-5 EST"
"How do I contact support?","Email [email protected] or call 555-0100"
"What is your return policy?","30-day returns on all items"
Step 2: Click Import
- Click the Import button (or dropdown menu > Import)
- Select your CSV file
- Review the imported FAQs
- Click Confirm Import
Edit or Delete FAQs
To Edit an FAQ:
- Find the FAQ in your list
- Click the Edit button (pencil icon)
- Update the question or answer
- Click Save
To Delete an FAQ:
- Find the FAQ in your list
- Click the Delete button (trash icon)
- Confirm deletion
Verify It's Working
- Go to the Playground tab
- Ask a question similar to one of your FAQs
- Verify the chatbot responds with the correct answer
Example test:
- FAQ Question: "What are your business hours?"
- Test Query: "When are you open?"
- Expected: Bot should answer with your hours
Best Practices
Question Writing
- Use natural language, not keywords
- Include common misspellings or variations
- Think about how customers phrase questions
Good: "How do I reset my password?"
Bad: "Password reset"
Answer Writing
- Be specific and helpful
- Include relevant links when appropriate
- Use formatting (bullet points, line breaks) for clarity
- Keep answers under 500 characters when possible
Good: "To reset your password, click 'Forgot Password' on the login page and enter your email. You'll receive a reset link within 5 minutes."
Bad: "Go to settings"
Organization
- Group related FAQs together
- Review and update FAQs regularly
- Remove outdated information
- Add FAQs based on actual customer questions
Troubleshooting
Bot Not Using My FAQ
- The AI uses semantic matching, not exact phrases
- Try rephrasing your question
- Add multiple FAQ variations for the same answer
- Ensure the answer is clear and relevant
Duplicate FAQs Warning
- You may have similar questions already
- Consider updating the existing FAQ instead
- Merge related FAQs into one comprehensive answer
Import Failing
- Check CSV format (must have header row)
- Ensure proper quoting for text with commas
- Verify file encoding is UTF-8
- Maximum 100 FAQs per import
Next Steps
