Your AI assistant becomes more effective when trained with your specific business knowledge. By adding custom FAQs and responses, you ensure customers get accurate, helpful answers every time.
Why Train Your AI?
Out of the box, your AI understands general business concepts. But it doesn't know your specific:
- Menu items, services, or product details
- Pricing and package options
- Policies (cancellation, refund, etc.)
- Special promotions or seasonal offerings
- Unique processes or requirements
Training fills these gaps, making your AI sound like an expert on your business.
Accessing the FAQ Training Panel
Navigate to AI Training
Go to Settings → AI Assistant → Training & FAQs
This is your central hub for teaching the AI about your business.
Adding Custom Q&A Pairs
Create a New FAQ
Click the + Add FAQ button in the top right.
Enter the Question
Type the question exactly as customers might ask it:
Example: "Do you offer gluten-free options?"
Add multiple variations of the same question. For example: "Do you have gluten-free?" and "Any gluten-free menu items?" and "Can I get gluten-free?"
Write the Answer
Provide a clear, complete answer:
"Yes! We offer several gluten-free options including our GF pasta, pizza crust, and all of our salads. Just let us know when ordering and we'll make sure your meal is prepared safely."
Keep answers:
- Conversational and friendly
- Specific and actionable
- Under 200 words
- Free of jargon
Add Keywords (Optional)
Help the AI recognize related terms:
Keywords: gluten-free, GF, celiac, wheat-free, allergen
This helps the AI match customer questions even if they use different wording.
Save and Test
Click Save FAQ, then use the test chat to verify it works.
Training with Conversation History
Your AI learns from real customer interactions. Here's how to leverage that:
Review Conversations
Go to Conversations → All Messages
Look for questions the AI struggled with or answered incorrectly.
Create FAQs from Real Questions
When you find a question the AI didn't handle well:
- Click the ⋮ menu next to the message
- Select Create FAQ from this
- The question auto-fills—just add your answer
This is the fastest way to improve your AI. Real customer questions = real training data.
Organizing Your FAQs
As you add more FAQs, organization becomes important:
Create Categories
- Services/Menu: What you offer
- Pricing: Costs and packages
- Policies: Cancellation, refunds, etc.
- Hours & Location: When and where
- Booking: How to schedule
Prioritize Important FAQs
Mark frequently asked questions as "Priority" so the AI favors these answers.
Testing AI Responses
Use the Test Chat
In the Training panel, click Test AI in the top right.
A chat window opens where you can ask questions as if you're a customer.
Ask Various Phrasings
Test different ways customers might ask the same question:
- "What are your hours?"
- "When are you open?"
- "Are you open on Sunday?"
The AI should handle all variations correctly.
Check for Accuracy
Verify the AI's answers are:
- Factually correct
- Complete (not missing key details)
- On-brand (matching your tone)
- Helpful (actionable for the customer)
Always test after adding or updating FAQs. A small typo can cause the AI to give wrong information to customers.
Updating and Refining FAQs
Your business changes—your AI should too:
Regular Maintenance
- Weekly: Review new conversations for training opportunities
- Monthly: Update seasonal info (hours, specials, availability)
- Quarterly: Audit all FAQs for accuracy
Bulk Editing
Need to update multiple FAQs at once?
- Select the checkboxes next to FAQs
- Click Bulk Actions
- Choose Edit, Delete, or Change Category
Best Practices
Start with the Top 10
Don't try to add 100 FAQs on day one. Start with your 10 most common questions and build from there.
Use Natural Language
Write answers like you're talking to a friend, not reading from a manual. "Yes, we're open Sundays 10am-6pm!" beats "Operating hours: Sunday 1000-1800."
Include Next Steps
End answers with a call to action: "Would you like to book an appointment?" or "Can I help you with anything else?"
Avoid Overly Long Answers
If an answer is more than 3-4 sentences, break it into multiple FAQs or simplify.
Pro tip: Review your competitors' FAQs for inspiration. What questions do they answer that you haven't thought of?
Frequently Asked Questions
How many FAQs should I add?
Start with 10-20 covering your most common questions. You can add more over time. Most businesses have 30-50 FAQs total.
Can I import FAQs from a file?
Yes! Go to Training → Import and upload a CSV file with questions and answers. We provide a template.
What if the AI gives a wrong answer?
Find the relevant FAQ, update it, and save. Changes take effect immediately. If there's no FAQ for that topic, create one.
Can I see which FAQs are used most?
Yes! The Training dashboard shows usage stats for each FAQ. Focus on improving your most-used answers.
Do I need to retrain the AI after adding FAQs?
No. The AI automatically incorporates new FAQs within seconds of saving.
Troubleshooting
AI not using my custom responses
Cause: Question phrasing doesn't match, or FAQ isn't saved.
Solution: Add more question variations. Check that you clicked "Save." Test in the test chat.
AI gives outdated information
Cause: Old FAQ still exists with wrong info.
Solution: Search for the topic in your FAQ list, find the outdated entry, and update or delete it.
Answers are too generic
Cause: FAQ answer lacks specific details.
Solution: Edit the FAQ to include specifics: exact prices, specific services, actual hours, etc.
Can't find a specific FAQ
Solution: Use the search bar at the top of the Training page. Search by keyword, question, or answer text.
Success indicator: When customers stop asking "Can I speak to a human?" and start saying "Thanks, that's helpful!" — your training is working.