Create and Manage Custom FAQs Train Your AI with Precise Question Answer Pairs

Create and Manage Custom FAQs: Train Your AI with Precise Question-Answer

Pairs Introduction Custom FAQs allow you to directly train your AI on specific questions and answers, ensuring it provides accurate, consistent responses to common customer inquiries. This powerful feature helps you correct AI responses, highlight important information, and create a more personalized

customer experience aligned with your brand. What Are Custom FAQs? Custom FAQs are question-answer pairs you create that directly teach your AI how to respond to specific customer inquiries. Unlike other knowledge sources that the AI interprets contextually, Custom FAQs provide explicit instructions for exactly how your AI should answer

particular questions. Benefits of Using Custom FAQs Direct Control: Explicitly define exactly how your AI responds to specific questions Quick Corrections: Easily fix any inaccurate AI responses Consistent Answers: Ensure uniform responses to common customer inquiries Product Promotion: Highlight specific products by recommending them in answers

Enhanced Knowledge: Fill information gaps not covered by your website or other sources How to Access Custom FAQs Log in to your Rep AI Console

1. 2. Navigate to AI Training → Knowledge Base

Select the Custom FAQs tab

1. Creating a New Custom FAQ

Option 1: From the Knowledge Base In the Knowledge Base section, select the Custom FAQs tab

1. Click the Create New button in the top right corner
2. Enter the customer's question exactly as they might ask it
3. Write your preferred answer in the answer field
4. Click Update to save your new FAQ
5. Option 2: From Test & Train
6. Navigate to AI Training → Test & Train

Ask a test question in the chat simulator

1. If the answer needs improvement, click the Correct the AI button
2. Enter your preferred response
3. Save the correction, which creates a new Custom FAQ
4. Option 3: From the Conversations Page

Navigate to the Conversations page in your console

1. Select a conversation from the left panel to view the full transcript
2. Find an AI response you want to improve
3. Click the Correct the AI button beneath that specific response
4. Enter your preferred answer in the correction window
5. Save the correction, which automatically creates a new Custom FAQ
6. Your AI will now use this answer for similar questions in future conversations
7. Option 4: From the Missing Information Page
8. Navigate to Insights → Missing Information in your console

Review the list of questions your AI couldn't answer due to knowledge gaps

1. Click the Answer button next to a question you want to address
2. In the dialog box that appears, provide a complete, helpful answer
3. Click Publish to save your answer as a new Custom FAQ
4. The question will move to the "Resolved" tab, and your AI will use this answer for future
5. similar questions

Advanced Custom FAQ Features Link FAQs to Specific Product Pages When creating or editing a FAQ, look for the Question only relevant to a specific product

1. page section

Click Add specific product page

1. Search for and select the relevant product(s)
2. Click Add to associate the FAQ with those specific products
3. Your FAQ will now only appear when customers view those product pages
4. Real-World Use Case:

If you sell skincare products and customers frequently ask about ingredients in a particular face cream, you can create a FAQ like "What ingredients are in the Ultra Hydrating Face Cream?" and link it specifically to that product page. This ensures customers browsing that specific face cream receive accurate ingredient information without the same FAQ appearing for unrelated

products. Set Post-Answer Actions

After your AI answers a question, you can direct it to take specific follow-up actions

When creating or editing a FAQ, find the After giving an answer section

1. Select one of the following options:
2. Offer further assistance (Default): The AI will simply ask if the customer needs anything

else (e.g., "Is there anything else I can help you with?") Recommend a product: The AI will suggest specific products related to the question Recommend a collection: The AI will suggest product collections related to the question The default option "Offer further assistance" is essentially standard behavior and doesn't add

any special functionality. The other options provide more advanced ways to guide the customer journey after answering their question.

Use Cases

Recommend a product: When a customer asks "Do you have running shoes for beginners?", your AI can answer the question and then automatically suggest your "CloudStep Starter" running shoes with a visual display, making it easier for customers to find and purchase the recommended product. Recommend a collection: For questions like "What do you recommend for dry skin?", after

answering, your AI can showcase your entire "Hydration Collection" with multiple products designed for dry skin, increasing exposure to your product range. Best Practices for Creating Effective Custom FAQs Writing Natural Questions Use the exact language your customers typically use Include common variations of the same question

• Keep questions concise but complete

Consider different ways customers might phrase the same inquiry Creating Detailed, Content-Rich FAQs Add comprehensive information: The more detailed your FAQ, the higher the chance your AI will select it as a source when answering customer questions Include specific terminology: Use key terms and phrases that customers are likely to use in

their questions Expand thin answers: If you notice an FAQ isn't being used often, try adding more content, context, and detail to increase its relevance Cover multiple angles: Address various aspects of the question to make the FAQ more likely to match a wider range of customer inquiries Use natural language: Write in a conversational style that matches how people actually

speak, rather than using technical or formal language Organizing Your Custom FAQs Regularly review your list of FAQs for outdated information Prioritize adding FAQs for your most common customer inquiries Group related FAQs together for better context Update answers as your products, policies, or information changes

Monitoring and Improving Your Custom FAQs Testing Your FAQs

1. Navigate to AI Training → Test & Train

Type the question from your Custom FAQ (or a variation of it)

1. Verify that your AI provides the intended answer
2. Try different phrasings to ensure the FAQ is being matched properly
3. Analyzing Usage

The Custom FAQs list shows how many times each FAQ has been used in customer conversations, helping you identify which FAQs are most valuable and which might need refinement. Making Updates From the Custom FAQs tab, locate the FAQ you want to modify

1. Click the edit icon (pencil) next to the FAQ
2. Make your changes to the question or answer
3. Click Update to save your changes
4. Troubleshooting Common Issues

FAQ Not Being Used Ensure your question phrasing matches how customers actually ask Check if your FAQ is restricted to specific product pages Try rephrasing the question to better match customer language Test with variations to see if any triggers your custom answer Conflicting Information Review your website content, File Sources, and URL Sources for contradictory information

Consider updating other knowledge sources to maintain consistency Product Recommendations Not Appearing Verify you've correctly tagged products in your Custom FAQ Ensure the products are still active in your store Test the FAQ in the Test & Train section to confirm functionality Getting the Most from Custom FAQs

• Use Custom FAQs to address specific, recurring customer questions
• Create FAQs for questions where your AI's current answers need improvement

Update FAQs based on actual customer conversations Combine with other knowledge sources (File Sources and URL Sources) for comprehensive AI training Regularly check the Missing Information page to identify new questions that need answers By thoughtfully creating and managing your Custom FAQs, you can significantly enhance your

AI's ability to provide accurate, helpful responses to your customers, ultimately improving their shopping experience and increasing conversions.