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).
📷 Screenshot
faq-model-download.png — the model download card highlighted.
2. Create an FAQ Project & add Q&A
- Create an FAQ Project (you can have several, e.g. per product or per list).
- Add questions & answers, or ✨ Generate from history to mine Q&A from past chats (review before saving).
📷 Screenshot
faq-project.png — a project with its Q&A list + the Generate button highlighted.
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.
📷 Screenshot
faq-settings.png — the "when no answer" options + AI-natural-answer toggle + accuracy slider highlighted.
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.