FAQ Management

FAQ is the section where you save frequently asked questions and their answers. By preparing topics customers ask again and again as clear question-answers, you can guide your assistant.

Why Use FAQ?

It is practical to start with commonly encountered questions such as delivery time, payment options, return conditions or service scope. Each record keeps the information for a specific question organized and easy to update.

The answer you write in the FAQ is the information the assistant will use. The wording of the answer may vary according to the customer's question and the conversation context.

Adding an FAQ

Open the FAQ section

Open AI Training → FAQ in the panel.

Add a new FAQ

Use the option to add a new FAQ.

Write the question

Write a natural question a customer might ask in the question field.

Enter the answer

Enter clear and complete information that addresses the question in the answer field.

Set a category (optional)

If you wish, set a category. After entering the question and answer, you can use the AI category suggestion and change it after reviewing.

Save and test

Save the record and try the related questions on the AI Test screen.

In the FAQ list you can find records with category and priority filters. If you use the priority field, do not treat it as a guarantee that the answer will be given exactly the same under all conditions.

Tips for Writing Good FAQs

Write the question like a customer. Use a natural phrasing like “When will my order arrive?” instead of “Delivery procedure”.
Focus on a single question. Explain delivery time and return conditions in separate records.
Write the answer to stand on its own. Avoid phrases that depend on another record, like “the conditions above apply”.
State the conditions. If a duration or price changes, explain what applies in which case.
Test different phrasings. Instead of opening a separate record for every question with the same meaning, first check that the existing FAQ can be found with different phrasings. Create separate records for questions whose answer or conditions differ.
Keep them current. When a price, duration or policy changes, edit the relevant answer.

For example, “How many days does shipping take?” and “How long does delivery take?” may require the same information. “How long does international delivery take?” can be handled as a separate FAQ if it has different conditions.

Managing FAQs via API

On accounts with API access, FAQ records can also be managed programmatically:

GET /api/v1/knowledge/faqs: Lists FAQ records. Requires the knowledge:read scope.
POST /api/v1/knowledge/faqs: Creates a new FAQ. Requires the knowledge:write scope.

API use requires a suitable access key and scopes. Since the general API guide is not yet published, clarify your account's access status and usage details with the HaveAI support team before starting an integration. You do not need to use the API to manage FAQs from the panel.