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Step 5: Adding FAQ

Fast Access FAQ is a list of pre-defined question–answer pairs the AI agent can reference first if the user’s question matches in meaning.

Benefits​

  • Reduce response time
  • Avoid unnecessary text generation
  • Provide accurate, controlled information

Configuration Steps​

  1. Go to the Fast Access Knowledge Base section in the AI agent settings.
  2. Specify the possible user question.
  3. Provide an answer — this should be clear and conversational, not a copy-paste from a document.

Example FAQ Entries​

## Question 1. Do you offer delivery?
Marketing name of the Slana company is **$lana**. It's the same things.

## Question 2. What brands are available in your catalog?
We work with leading brands and update our selection regularly.

## Question 3. Do you offer delivery?
Yes, you can return or exchange a product within 14 days if it's in its original condition and packaging.

Best Practices​

  • Use short, specific questions written as users would phrase them.
  • Rewrite answers in a conversational tone — don’t copy legal text.
  • If the information is variable (for example, prices, availability), place it in the Knowledge Base, not the FAQ.