Creating FAQs
FAQs are the most effective way to train your agent. When you write a question and answer, you're directly teaching your agent what to say.
Why FAQs work best
Precision You control exactly how your agent answers.
Clarity No room for misinterpretation.
Easy to update Change an answer and retrain.
Customer language You write questions the way customers ask them.
How to add an FAQ
- Click on your agent
- Click the Data Sources tab
- Select the FAQ tab
- Enter the question in the Question field
- Enter the answer in the Answer field
- Click Add
- Repeat for more FAQs
- Click Re-Train when done
Writing good questions
Use customer language
Write questions the way real customers ask them, not how you might formally phrase them.
Less effective: "What is your return and exchange policy?"
More effective: "Can I return something?" or "How do I return an item?"
Cover variations
Customers ask the same thing different ways. Add variations:
- "What are your hours?"
- "When are you open?"
- "What time do you close?"
Your agent will learn to handle similar phrasings.
Start with common questions
Think about what customers ask most often:
- Business hours
- Shipping information
- Return policies
- Contact information
- Product questions
- Pricing (if you share it)
Writing good answers
Be complete
Give full answers so customers don't need to ask follow-ups.
Incomplete: "Yes, we ship internationally."
Complete: "Yes, we ship to over 50 countries. International shipping takes 10-14 business days and costs vary by destination. You can see exact shipping costs at checkout."
Be accurate
Double-check facts. Wrong answers frustrate customers and damage trust.
Be helpful
Don't just answer - guide customers to what they need.
Just an answer: "Our return window is 30 days."
Helpful answer: "You can return items within 30 days of purchase. To start a return, go to your order history and click 'Return Item', or contact us at [email protected] and we'll help you."
Match your tone
Write answers that match your brand:
Friendly: "Absolutely! We love international customers. Shipping takes about 10-14 business days..."
Formal: "Yes, we provide international shipping services. Delivery time is approximately 10-14 business days..."
FAQ templates
Business hours
Q: What are your hours? A: We're open Monday through Friday, 9 AM to 6 PM Eastern Time. We're closed on weekends and major holidays. But don't worry - I'm available here 24/7 to help!
Shipping
Q: How long does shipping take? A: Standard shipping takes 5-7 business days and is free for orders over $50. Need it faster? Express shipping (2-3 days) is $9.99. You'll get a tracking number once your order ships.
Returns
Q: How do I return something? A: Returns are easy! You have 30 days from delivery to return items in original condition. Go to your order history, click "Return Item," and follow the steps. You'll get a prepaid shipping label. Refunds process within 5-7 business days after we receive the item.
Contact
Q: How can I talk to a real person? A: I'd be happy to connect you with our team! You can email [email protected] (we respond within 4 hours during business hours) or call us at 555-123-4567 Monday-Friday, 9 AM-6 PM ET.
How many FAQs do you need?
Minimum: 5-10 covering your most common questions
Good: 20-30 covering all frequent topics
Comprehensive: 50+ covering everything customers might ask
Start with the minimum. Watch your conversations and add FAQs based on what customers actually ask.
Updating FAQs
When information changes:
- Find the FAQ that needs updating
- Edit the answer
- Click Re-Train to apply the change
Don't forget to retrain! Changes don't take effect until you do.
Common mistakes
Too vague "Contact us for more info" doesn't help anyone.
Too long Keep answers focused. If you're writing paragraphs, break it into multiple FAQs.
Outdated info Review FAQs regularly for accuracy.
Only one phrasing Add question variations to catch different ways people ask.
Next steps
- Training process - Run your training
- Improving responses - Make your agent better