FAQ is an internal knowledge base that provides users with articles answering frequently asked questions. An FAQ article consists of a question and a short answer. The FAQ feature allows you to create, import, and export FAQ articles.

Key points

When you first create an FAQ article, you should define a question, usually the most frequent one that can be asked by a user, and the answer to this question.

When a user asks this question in the chat, the bot will display the answer that you defined in the FAQ. This process is done with the use of AI algorithms.

It is a simple, yet effective technique to help users quickly find answers to frequently asked questions. Such questions might cover your organization’s working hours, common IT-related questions, and so on.

Creating articles

To create an FAQ article:

1. Go to Content > FAQ and click Add at the top of the window.

2. Select the Knowledge Base in which you will put the FAQ article.

3. Select the Language of your article.

4. Specify the title of the article, which should be the question that users might ask.

5. Type the answer. Note that you can format your text by changing the font, font size or color for example.

6. Toggle the Enabled switch, so that the article can be displayed to the user. If you want to work on the FAQ first, you can enable the article later.

7. Type your keywords in the Keywords field.

8. Click Save.

Adding learning phrases

In order for an article relevant to the user’s query to be displayed in the chat, it needs to be trained on sentences that could potentially be written by a user. These sentences are called learning phrases and allow for the article to be triggered from the chat.

The best practice is to add more learning phrases, so there are more ways for a given FAQ article to be detected by the AI algorithms.

To add new learning phrases:

1. Click Learning phrases to expand the list.

2. In the Add new sentence field, type a new phrase and press Enter or click the plus icon.

3. Repeat the process to add more sentences. It is recommended to put similar sentences with synonyms or different ways to express the same question.

Open

Note that you can also train articles with the sentences typed by users during a conversation by using the training feature in Chatbot > Conversation training.

For more information about how to train conversations, you can go to this documentation page.

Exporting and importing articles

In case you need to add multiple articles at once, you can import and export a batch of articles by using the importing/exporting functionality.

To learn more about this functionality and download a sample file, view the Exporting and importing FAQ articles page.

Re-indexing the FAQ

After creating or importing FAQ articles, you need to re-index them so that they can be displayed to users.

Manual re-indexing

If you want the articles to be immediately returned in the search results after a user’s query, you can re-index them manually by going to Search > AI search > Overview > Re-index:

1. Select a language.

2. Select the Knowledge Base to re-index.

3. Check the Overwrite box

4. Click Refresh to launch the process.

Then, you can test your FAQ in the chat by typing one of the learning phrases to display the article.

Automatic re-indexing

The re-indexing process is done automatically every night via an automation. As such, you will need to wait the next day for the articles to appear in the search results.