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