> ## Documentation Index
> Fetch the complete documentation index at: https://docs.molin.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQs

> Add the questions your customers ask most and write the answers yourself, so the AI replies exactly how you want it to.

FAQs are question and answer pairs you write yourself. The AI uses them when a customer asks something similar.

<Note>Find it in your dashboard under [**AI Knowledge → FAQs**](https://molin.ai/app/faqs).</Note>

## 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

1. Write the question and the answer.
2. 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](mailto: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.


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