Documentation/Knowledge Base/Adding FAQs

Adding FAQs

What you'll learn: How to add frequently asked questions and their answers to help your AI respond accurately.

Why Add FAQs?

When you add FAQs:

  • The AI knows how to answer common questions
  • Callers get consistent, accurate information
  • You reduce repetitive questions to staff
  • Service quality improves

Accessing the Knowledge Base

  1. Go to Settings
  2. Find Knowledge Base or FAQs
  3. Open the knowledge management area

Adding a New FAQ

Step 1: Write the Question

Enter the question exactly as a caller might ask it:

  • "What are your office hours?"
  • "Do you accept walk-ins?"
  • "How do I prepare for my appointment?"

Step 2: Write the Answer

Provide a clear, complete answer:

  • Use conversational language
  • Include all relevant details
  • Keep it concise but complete

Step 3: Add Variations (if supported)

Include different ways people might ask:

  • "When are you open?"
  • "What time do you close?"
  • "Are you open on Saturday?"

Step 4: Save

  • Click Save or Add
  • The FAQ is now available to the AI

Good FAQ Examples

Question: "Do you accept my insurance?"

Answer: "We accept most major insurance plans. Please bring your insurance card to your appointment, and we'll verify your coverage. If you'd like to confirm before your visit, you can call during business hours and speak with our billing team."

Question: "How early should I arrive for my appointment?"

Answer: "Please arrive 15 minutes before your scheduled appointment time. This allows time for check-in and any paperwork. If you're a new patient, please arrive 20 minutes early to complete your intake forms."

What Makes a Good FAQ

Clear question — Written as a patient would ask

Complete answer — Addresses the question fully

Actionable — Tells the person what to do

Accurate — Contains correct information

Common Categories

Operations

  • Hours, locations, parking
  • How to reach you
  • Emergency contacts

Services

  • What you offer
  • How to schedule
  • What to expect

Policies

  • Cancellations
  • Payments
  • Insurance

Preparation

  • Before appointments
  • What to bring
  • Forms to complete

Updating FAQs

When information changes:

  1. Find the FAQ that needs updating
  2. Edit the answer
  3. Save the changes
  4. The AI immediately uses the new information

Next: Managing Knowledge Content | Previous: Knowledge Base Overview

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