Find it in your dashboard under AI Knowledge → FAQs.
When to use an FAQ vs Personality
| You want… | Where to put it |
|---|---|
| To set the tone or rules the AI follows | Personality |
| A specific question with a specific answer | FAQ |
| Legal or policy wording you don’t want changed | FAQ |
| Something customers ask all the time | FAQ |
How it works
- Write the question and the answer.
- When a customer asks something similar, the AI uses your answer.
Examples
- Q: Do you ship to the EU? A: Yes, we ship to all EU countries. Delivery takes 3 to 5 business days and is free above €50.
- Q: What is your return policy? A: You can return any unworn item within 30 days for a full refund. Email returns@acme.com to start.
Best practices
- Write the question the way a customer would. For example, “When will my order arrive?” instead of “What is the shipping SLA?”.
- Add the most common ways people ask the same thing. Customers phrase things differently.
- Keep answers short. One or two sentences is enough.