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 single values), 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. Your FAQs feed the summary your agent starts every call with, so common topics are already in mind. When a caller asks about something an FAQ covers, your agent looks up the full 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 (accepted insurance, cancellation policy, parking instructions, payment methods). Hours and address have their own dedicated configuration in Schedules and Locations, and prices belong in the Catalog.
• FAQs are for common questions that need a detailed answer (new patient process, how to prepare for a service, what to bring on a first visit)
• Documents are for deep reference material (full employee handbook, insurance guide, procedure manual) that the agent searches passage by passage when a caller needs a detail

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, add 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. Org-wide FAQs feed the summary your agent starts every call with; a location's specific FAQs are found when a caller on that location's number asks about the topic.

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.