Add FAQ pairs
The questions you answer daily get the exact answer you approved, every time.
On this page
Before you start
- A pair is a question and the answer you approve.
- Pairs sit beside the general knowledge.
- They cover every page the agent covers.
Open FAQ on the agent.
SettingsAI agentsthe agentFAQ
You will see The saved pairs, and a way to add one.
Add the question the way customers ask it.
Question, in the words customers use
You will see It recognises the question however it is phrased.
Write the answer you would send.
Answer, exactly as you want it sent
You will see That question gets your approved wording.
If something is off
- It answered differently from my pair
- Add that phrasing as its own pair.
- How many pairs should I add
- Start with the five you answer most.
- A pair is out of date
- Remove it and add the new one; there is no other memory.
Common questions
When should I use an FAQ pair instead of general knowledge?
When the wording must be exact. General knowledge lets the agent compose a reply; an FAQ pair pins the answer you approved, which suits prices, policies and anything a lawyer would read twice.
Does the agent use the FAQ pair or the knowledge when both could answer?
Whichever fits the comment. Pairs sit beside the general knowledge, and the agent picks the one that matches what was asked.
Do I have to add every way a customer might phrase a question?
No. The agent recognises a question however it is phrased. Write the question in the words customers use, and add the variants you see often as separate pairs.
Is the FAQ answer sent word for word?
Yes. The answer is the wording that goes out, complete and final, so include the numbers and the caveats you want said.
For agents: plain text of this guide · all guides
For agents
Guide: Add FAQ pairs
This page: https://commentwatchdog.com/help/ai-agents/add-faq-pairs
Topic: AI agents
Time: about 3 minutes
Who can do it: Owner, Administrator or Manager
Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)
Start in the app: https://app.commentwatchdog.com/en/settings/agents
Result when done: The questions you answer daily get the exact answer you approved, every time.
Context: An FAQ pair is a question and the answer you want given. Where general knowledge lets the agent compose, an FAQ pair pins the wording, which is what you want for prices, policies and anything a lawyer would read twice.
Before you start
1. A pair is a question and its answer, both in your words.
2. Pairs sit beside the knowledge; the agent uses whichever fits the comment.
3. They are per agent, so they cover every page that agent covers.
Steps
Step 1 of 3: Open FAQ on the agent.
Where: Settings, AI agents, the agent, then scroll to FAQ. Existing pairs are listed with a way to remove each one.
Link: https://app.commentwatchdog.com/en/settings/agents (Open AI agents)
Screenshot: https://commentwatchdog.com/media/shots/agent-faq.en.webp (FAQ, in the agent editor.)
Screenshot: https://commentwatchdog.com/media/shots/agent-faq-phone.en.webp (The same on a phone.)
You should see: The pairs already saved, and Create FAQ to add another.
Step 2 of 3: Add the question the way customers ask it.
Where: Question, in their words rather than yours: do you ship to Canada, not international shipping policy. Add the variants you see often as separate pairs.
Screenshot: https://commentwatchdog.com/media/shots/agent-faq.en.webp (Question.)
Screenshot: https://commentwatchdog.com/media/shots/agent-faq-phone.en.webp (The same on a phone.)
You should see: The agent recognises the question however it is phrased.
Step 3 of 3: Write the answer you would send.
Where: Answer, complete and final. This is the wording that goes out, so include the numbers and the caveats you want said.
Screenshot: https://commentwatchdog.com/media/shots/agent-faq.en.webp (Answer, then Add.)
Screenshot: https://commentwatchdog.com/media/shots/agent-faq-phone.en.webp (The same on a phone.)
You should see: Replies to that question carry your approved wording.
If something is off
Problem: It answered differently from my pair
Fix: The comment asked something adjacent. Add that phrasing as its own pair.
Problem: How many pairs should I add
Fix: Start with the five questions you answer most. Every honest refusal in the composer tells you the next one.
Problem: A pair is out of date
Fix: Remove it and add the new one. The agent has no memory beyond what is saved here.
Common questions
Question: When should I use an FAQ pair instead of general knowledge?
Answer: When the wording must be exact. General knowledge lets the agent compose a reply; an FAQ pair pins the answer you approved, which suits prices, policies and anything a lawyer would read twice.
Question: Does the agent use the FAQ pair or the knowledge when both could answer?
Answer: Whichever fits the comment. Pairs sit beside the general knowledge, and the agent picks the one that matches what was asked.
Question: Do I have to add every way a customer might phrase a question?
Answer: No. The agent recognises a question however it is phrased. Write the question in the words customers use, and add the variants you see often as separate pairs.
Question: Is the FAQ answer sent word for word?
Answer: Yes. The answer is the wording that goes out, complete and final, so include the numbers and the caveats you want said.
Related guides
Give the agent knowledge: https://commentwatchdog.com/help/ai-agents/give-the-agent-knowledge
How the agent decides Needs reply: https://commentwatchdog.com/help/ai-agents/how-the-agent-decides-needs-reply
Generate a reply in the composer: https://commentwatchdog.com/help/ai-agents/generate-a-reply-in-the-composer
Plain text of this guide: https://commentwatchdog.com/help/ai-agents/add-faq-pairs.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt