Add FAQs and turn questions into FAQs

Add an FAQ

1. Open Console → Knowledge and scroll to FAQs.
2. Enter the question and your answer. Optionally list key facts the assistant must mention (for example a price) and a date to stop using it.
3. Select Save and publish (or Save draft to finish later).

Publishing also adds the question to Answer quality, so a later change that breaks the answer is caught when you run the tests.

Turn a question into an FAQ

• On Home or Insights, next to a question the assistant couldn't answer, select Turn into FAQ or Add FAQ.
• In an enquiry, select Turn into FAQ next to the visitor's question.

The FAQ form opens with the question filled in, so you just write the answer and publish.

Keep FAQs current

• FAQs show review due six months after publishing.
• Expired FAQs stop being used overnight; Archive stops one immediately.
• Edit a published FAQ and save: the new answer is used straight away.

Related

• Read your insights
• Check your assistant's answers