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Quick Answers

Pre-configured reactions to common questions with higher priority than FAQ

Knowledge Base

Central repository of information the AI employee uses to answer questions

Persona

Configure personality, tone, and behavioral instructions for your AI employee

AI Employees

Create and manage your AI employees
The FAQ section is a self-learning system: the AI employee analyzes real customer conversations, extracts question-answer pairs, and builds a database of verified responses. With each passing day, the agent responds more accurately. You control the process: review records, edit answers, confirm successful ones, and push them to the knowledge base.

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How It Works

1

Agent analyzes dialogs

With self-learning enabled, the AI employee automatically processes real customer conversations and extracts question-answer pairs from them.
2

Records appear in FAQ

Extracted pairs are added to the FAQ list with the status New. You review them, edit if necessary, and confirm.
3

Confirmed records are pushed to the knowledge base

After confirmation, a record can be pushed to the agent’s knowledge base, where it will be used to improve response accuracy.
The first records will appear after the agent processes several real conversations. This usually happens within the first few days of operation.

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Record Statuses

FAQ records go through three statuses:
StatusDescription
NewRecord was automatically added from a dialog and has not been reviewed yet
ConfirmedYou have reviewed and approved the record
In KnowledgeRecord has been pushed to the agent’s knowledge base and is actively used
Each row in the table contains:
ColumnDescription
QuestionCustomer question extracted from the dialog
AnswerAgent’s response
StatusNew, Confirmed, or In Knowledge
For each record, the following actions are available: confirm, push to knowledge base, delete. You can select multiple records and perform bulk actions. A search bar is also available to filter by questions and answers.

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How to Enable Self-Learning

1

Open the FAQ tab

Navigate to the desired AI employee and open the FAQ tab.
2

Enable the toggle

Switch the FAQ Self-Learning toggle at the top of the tab to the “on” position.
3

Done

The agent will start analyzing dialogs and building a response database automatically.

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Processing Records

1

Review new records

Go to the New sub-tab — this is where records automatically added by the agent are listed.
2

Review and edit

Check the question and answer. Edit the text if necessary.
3

Confirm the record

If everything looks correct, click Confirm.
4

Push to knowledge base

Confirmed records can be pushed to the knowledge base to improve the accuracy of future responses.

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Strict Mode

Strict mode determines how the agent behaves when it cannot find an answer in the FAQ database. To open the settings, click the gear icon next to the self-learning toggle.
OptionBehavior
Allow the agent to respondThe agent will answer in its own words using the Persona and Knowledge Base
Do not respondThe agent will remain silent
Send a preset phraseThe agent will send a phrase that you specify in the text field (up to 450 characters)
The “Do not respond” option may result in the customer receiving no reply at all. Use it with caution — it is better to set up a preset phrase instead.
Example preset phrase:
Let me check with my colleagues

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FAQ and Quick Answers

Quick Answers have higher priority than FAQ. If both a Quick Answer and an FAQ record exist for the same question, the Quick Answer will be used. FAQ is designed for automatic population from dialogs. For manually adding prepared responses, use the Quick Answers section instead.

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Usage Examples

  • Hotel — within a week, the agent accumulated 50 question-answer pairs about check-in, Wi-Fi, and parking. It now responds to them instantly and accurately.
  • Law firm — enabled strict mode with a preset phrase: “To answer your question, I need to verify information with a lawyer.” This eliminates the risk of incorrect recommendations.
  • Online school — reviews records once a week, corrects inaccuracies, and pushes them to the knowledge base. Response quality improves every week.

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Frequently Asked Questions

The first records appear after processing several dialogs. Usually within the first few days of working with real customers.
Yes. All records can be viewed and edited directly in the FAQ list.
The agent will stop adding new records, but the already accumulated answers will remain and continue to be used.
FAQ is designed for automatic population from dialogs. For manually adding prepared responses, the Quick Answers section is a better fit.
They complement each other. Quick Answers have higher priority — if both a Quick Answer and an FAQ record exist for the same question, the Quick Answer will take effect.
Regularly review FAQ records — the agent learns from real dialogs, and sometimes answers may need corrections. We recommend reviewing once a week.