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FAQ List View Sometimes you don’t want Artificial Intelligence to “think” or improvise. Sometimes you need an exact, literal and perfect answer. That’s what FAQs are for. They are like your agent’s “memory cards”. If a user asks something specific, the agent will return this answer exactly as you wrote it.

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🎯 When should you use FAQs instead of General AI?

  • Strict policies: Returns, warranties or legal terms where you can’t change a single word.
  • Contact details: Email addresses or phone numbers (you don’t want the bot hallucinating a fake number).
  • Step-by-step instructions: Guides that require formatting (bold text, lists) to be readable.

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✍️ Creating your first FAQ (The Editor)

When you click + Add FAQ or the edit pencil ✏️, you enter the creation area. FAQ Editor View The editor is split so you have full control:

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1. Question

Write the question exactly as a user would ask it.
  • Example: “How can I contact you?” or “Returns”.
  • Note: You don’t need to include every variation. The bot’s engine is smart enough to understand “Do you have a phone number?” even if you wrote “How can I contact you?”.

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2. Answer (Rich Answer ✨)

Here you have a Rich Text Editor. Unlike simple fields, this is where formatting shines:
  • Bold (B): To highlight what matters most.
  • Lists: Perfect for steps (1, 2, 3…).
  • Links: Send users to your website.
  • Tables: Organise opening hours or pricing.

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3. Preview (Split View)

What you see is what you get! On the right (or below, depending on your screen), you’ll see a preview exactly as your customer will read it. It updates in real time as you type.

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🎓 Best Practices Summary (Cheat Sheet)

To keep your FAQs useful and not a wall of text:
  • ✂️ Keep it short: Nobody wants to read War and Peace in a chat. If the answer is long, add a summary and a link to “Read more on our website”.
  • 🎯 One topic per FAQ: Don’t mix “How to buy” with “How to return”. Create two separate FAQs.
  • 🎨 Use formatting: A big block of plain text is intimidating. Use bullet points or bold text for quick scanning.
  • 🧹 Clean up: If you paste text from Word or PDF, always check the Preview to make sure the formatting hasn’t broken.

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🚀 Ready-to-copy Examples

Example: Contact (Direct)
Q: How do I contact support? A: You can email us at [email protected] 📧 or call us on 0191 919 1919 (Monday to Friday, 9am–6pm).
Example: Password Change (With Steps)
Q: I’ve forgotten my password / change password A: To reset it:
  1. Go to My Account.
  2. Click on Security.
  3. Select “Change password” and follow the steps.

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🆘 Quick Troubleshooting

ProblemLikely Fix 🔧
The bot ignores my FAQCheck whether the “Question” is too different from what users actually say. Try making it more generic.
Formatting looks oddCopy/paste can bring hidden “junk”. Use the “Clear formatting” button or type directly in the editor.
I have duplicate FAQsIf two FAQs are very similar, the bot may get confused. Remove the old one or merge them.
Should I use emojis?Yes! They make the text feel less robotic and more friendly. 👋
All done! With this, you have full control over what your agent says at the key moments. ✅