FAQ
Answer questions your receptionist couldn't, so it can answer them next time.
When a caller asks something your receptionist can’t find in its knowledge base, it adds the question to your FAQ. Answering these questions is the most direct way to improve your receptionist.
Reviewing questions
Open your business page from the sidebar and go to FAQ. Each question shows whether it is Answered or Unanswered. Select View conversation to see the call it came from. The number of unanswered questions also appears on the Home page.
Answering a question
Write an answer of up to 2,000 characters and save it. Your receptionist uses the answer in future conversations. Select Edit to change an answer at any time, or Delete to remove the question.
Your receptionist uses your 50 most recently updated answers. Your workspace can store up to 200 questions.
Best practices
- Review weekly: don’t let unanswered questions pile up.
- Be specific: “Our return policy is 30 days with a receipt” is better than “We have a return policy.”
- Spot patterns: if the same question comes up often, add it to your website or upload a document so it’s part of your knowledge base.
To stop collecting questions, turn off FAQ in Settings → Features.