FAQ (Smart Replies)

Answer common questions automatically from a FAQ knowledge base. FAQ matches the customer's meaning (not just keywords) and answers — with optional human escalation.

1. Download the FAQ model (one-time)

• Open AI Reply → FAQ. Click Download to fetch the local matching model (one-time).

2. Create an FAQ Project & add Q&A

1. Create an FAQ Project (you can have several, e.g. per product or per list).
2. Add questions & answers, or ✨ Generate from history to mine Q&A from past chats (review before saving).

3. Choose what happens

• When no answer found: escalate to a human, hand to AI, or both.
• AI natural answer (optional): instead of sending the saved answer word-for-word, AI writes a natural reply using only your matched FAQ (reads less robotic; still grounded).
• Match accuracy slider: stricter = fewer wrong matches, looser = more answers.

4. Test it

• Use the Test chat box to type a question and see the match score + answer before going live.

Tips

Zero-hallucination by default

With AI natural answer OFF, FAQ sends your exact saved answer — it never makes things up.

Escalation needs Notify User

Human escalation uses your Notify-User number — set it up so owner 1/2/3 replies work.