Writing effective FAQs
The Support Agent answers from the sources you give it. How you write them directly affects how well it can find and use them.
One topic per entry
A single 400-word “Everything about Shipping” source is harder for retrieval to match precisely than five short, focused entries: shipping times, shipping costs, international shipping, lost packages, address changes. When in doubt, split it up.
Write it the way you'd say it
The agent replies using your source content directly, styled to your configured tone — it doesn’t rewrite or summarize it into something else. Write answers the way you’d actually say them to a customer.
Choosing the right type
- FAQ — a single question and its answer.
- Policy — returns, shipping, cancellations, anything with rules.
- Product Doc — how a product or feature works.
- URL — a page to crawl, like an existing help center article.
If it's not answering well
Check the Monitortab for failed responses — that’s your clearest signal a source needs to be split up, retitled, or rewritten. See Tips for Better AI Responses for more.
Add your FAQs
Start with the 10–15 questions your team answers most often.