FAQs

FAQs give you precise control over how the assistant answers specific questions. Each FAQ is a question paired with the answer you want the assistant to use. Open an assistant, select Knowledge, then open the FAQs tab.

Add a single FAQ

1. Select add a FAQ, then choose the single entry option.
2. Write the question the way a visitor might ask it.
3. Write the answer in the rich text editor. A thorough answer gives the assistant more to work with, so aim for a complete response rather than a single line.
4. Save the FAQ.

The assistant uses your FAQs alongside its other knowledge, so a well written FAQ steers it toward the answer you prefer for that question.

Import many FAQs at once

If you already have a list of questions and answers, you can import them in bulk rather than typing each one.

1. Select add a FAQ, then choose the import option.
2. Provide your file of questions and answers in the expected format.
3. Confirm the import.

This is the fastest way to seed a large FAQ set, for example when moving existing help content into Ciele.

When to use a FAQ

FAQs are the right tool when:

• A question has one correct answer you want used every time.
• The answer is not stated clearly anywhere in your other knowledge.
• You want to shape tone or wording for a sensitive topic.

You can also surface a specific FAQ instantly from a starter button, which gives visitors a one tap path to a common answer.