Adding and Managing FAQs

Adding an FAQ

1. Go to Knowledge Base → FAQs tab
2. Click Add FAQ
3. Enter the Question (or topic title)
4. Enter the Answer: write it as you'd want your best employee to explain it on a call
5. If you have more than one location, optionally select a Location for a location-specific FAQ
6. Click Add FAQ

To edit an FAQ later, click the pencil icon, make your changes, and click Save Changes. Changes take effect on the next call.

Writing Effective Answers

• Lead with the most important information
• Include specific details: times, costs, requirements, steps
• Keep it to 2-5 sentences: enough to be complete, short enough for conversation
• Avoid jargon your callers wouldn't use
• Address likely follow-up questions in the answer

Good: "New patients should arrive 15 minutes early with insurance card, photo ID, and medication list. The first visit takes about 90 minutes and includes a comprehensive exam and X-rays."

Too vague: "New patients should come prepared for their first visit."

FAQ vs Quick Fact

If the answer is a single value (accepted insurance, cancellation policy, parking, payment methods), use a Quick Fact. If the answer needs explanation or multiple sentences, use an FAQ. Hours, address, and phone numbers have their own dedicated steps (Schedules and Locations), and prices belong in the Catalog — don't add them as Quick Facts or FAQs.

Location-Scoping

When creating or editing an FAQ, a Location dropdown lets you assign it to a specific location or keep it global. You can change an FAQ's location at any time by editing it.

Location-level FAQs are additive — a location gets both org-wide and location-specific FAQs. This lets you have a general "new patient" FAQ at the org level and a location-specific "parking" FAQ for each office. Org-wide FAQs also feed the summary your agent starts every call with; location-specific ones are found when a caller asks about that topic. The sidebar location selector filters what you see.

You Can Also Ask Allison

You can add, update, or delete FAQs by asking Allison. For example: "Add an FAQ about insurance — we accept Delta Dental, Cigna, and Aetna" or "Update the new patient FAQ to mention we now accept walk-ins." Allison reads your current FAQs, confirms what she'll change, and makes the update. Allison updates the answer; to reword the question itself, edit it in the dashboard.