How Your Agent Answers FAQs

FAQs are question-and-answer pairs that teach your agent how to respond to common customer inquiries. Unlike Quick Facts (which are simple key-value pairs), FAQs support detailed, multi-sentence answers that your agent can draw from during natural conversation.

How FAQs Work

Each FAQ has a question (or topic) and an answer. When a caller asks something that matches an FAQ, your agent retrieves the answer and responds conversationally — it doesn't read the answer verbatim, but uses it as the source material for a natural response.

For example, if your FAQ is:

Q: What's the process for new patients? A: New patients should arrive 15 minutes early to complete paperwork. Please bring your insurance card, photo ID, and a list of current medications. We'll do a comprehensive exam and X-rays on the first visit, which takes about 90 minutes. Your insurance will be verified before the appointment.

A caller asking "I've never been there before, what do I need to know?" gets a conversational version of that answer — with all the key details (15 minutes early, what to bring, 90 minutes) but delivered naturally.

FAQs vs Quick Facts vs Documents

• Quick Facts are for simple, single-value information (hours, address, phone number)
• FAQs are for common questions that need a detailed answer (new patient process, cancellation policy details, how to prepare for a service)
• Documents are for deep reference material (full employee handbook, complete menu, insurance guide) that the agent searches during calls

Use FAQs when the question is asked regularly and the answer is 2-5 sentences. If the answer is one line, it's probably a Quick Fact. If it's multiple pages, upload it as a Document.

Org-Level vs Location-Level FAQs

Like Quick Facts, FAQs can be scoped to a specific location or shared across all locations. Location-level FAQs are additive — they add to the org-level FAQ set rather than replacing it. A caller at any location gets both the org-wide FAQs and their location's specific FAQs.

Writing Effective FAQs

Write the answer as you'd want your best employee to explain it on a phone call:

• Lead with the most important information
• Include specific details (times, costs, requirements)
• Anticipate follow-up questions and address them
• Keep it to 2-5 sentences — enough to be complete, short enough to be conversational

FAQs can also be managed conversationally — ask Allison to add, update, or remove an FAQ through the dashboard chat or by calling Allison.