> ## 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.

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.