Manage the Engage FAQ knowledge base

Save answers to common questions so your AI assistant can use them to reply to matching inbox messages.

Before you start

• The FAQ knowledge base uses the assistant autonomy service. If the service is unavailable, the page shows The FAQ knowledge base isn't enabled for this workspace yet.
• Check you're in the right workspace. FAQ entries are saved per workspace.
• You need workspace admin access to add, edit or delete entries. Everyone else can view them.

Open the feature

Choose Engage in the left sidebar. Click the settings icon at the top right and choose FAQ Knowledge Base.

Steps

1. Check the list first so you don't add the same question twice.
2. Click + Add FAQ entry.
3. In Question, type the question customers ask.
4. In Answer, type the answer you want the assistant to base its reply on.
5. In Keywords, type a few words customers might use, separated by commas. This is optional.
6. Leave Enabled on, then click Add entry.
7. To change an entry, click Edit, make your changes and click Save changes.
8. To stop the assistant using an entry for now, turn off its toggle. To remove it for good, click Delete, then Delete again to confirm.

Expected result

The entry appears in the list with its keywords. When an incoming inbox message matches an enabled entry, the assistant uses your answer to write its reply. Whether that reply is saved as a draft, waits for approval or is sent automatically depends on the autonomy level set for Inbox FAQ replies.

Example

Click + Add FAQ entry. In Question, type "What are your opening hours?" In Answer, type "We're open 7 AM to 6 PM on weekdays and 8 AM to 4 PM on weekends." In Keywords, type "hours, open, timing". Click Add entry. When a customer messages "What time do you open on Saturday?", the assistant can reply using that answer.

Limits and permissions

• Question and Answer are both required. Each question can only be added once.
• Only workspace admins can add, edit, enable, disable or delete entries.
• The FAQ knowledge base is separate from saved replies. Saved replies are text you insert yourself.
• The autonomy level for Inbox FAQ replies (Draft only, Ask approval or Auto within limits) decides whether the assistant can send on its own. Your plan and network rules can keep it at a lower level. See Review proposed assistant actions.
• The assistant doesn't reply to a message you asked it to archive. If the customer writes again, the message is back in your inbox and the assistant can reply to it.

Troubleshooting

• You see "You need workspace admin access to add, edit, or delete FAQ entries.": ask a workspace admin to make the change. You can still view the entries.
• + Add FAQ entry is greyed out: a form is already open. Finish it or click Cancel.
• You see "An FAQ entry with this question already exists.": edit the existing entry instead.
• The list didn't load: click Retry.
• The assistant isn't using an entry: check the entry is enabled and that its keywords match the words customers use.