Create a FAQ

Add a question and its answer so your agents use it whenever a customer asks the same thing.

FAQs are answers you write once and your agents reuse. You can assign each one to one or more agents, or share it with every agent in the workspace.

Steps

1. In the sidebar, open Knowledge Base and then FAQs. You’ll see the workspace FAQs with their agent and status.

   

2. Click New FAQ in the top right.

3. In Knowledge scope, choose who the question applies to:

   • Assigned: only the agents you check under Agent use it.
   • Global: every agent in the workspace uses it.
   • Unassigned: it’s saved, but no agent uses it yet.

4. If you chose Assigned, check one or more agents under Agent.

5. In Status, keep Answered if you already have the answer. Choose New to record the question and answer it later.

6. Type the Question the way a customer would ask it and, if applicable, the Answer.

   

7. Click Create FAQ. The question appears in the list.

   

Next steps

• Check the status of your agents
• Review conversations