Add common questions

Add the questions customers ask most, then write the exact answer you want your assistant to use.

This is one of the most reliable sources in your knowledge base for more consistent replies.

How to add them

1. Open Knowledge Base.
2. Select Add source.
3. Choose Common questions.
4. Write a question a customer might actually ask.
5. Then write the reply you want your assistant to give.
6. Select Add another question for each extra pair.

What to write

Write questions the way customers ask them

Use real customer phrasing, not internal labels or jargon.

• Better: “Do you deliver overseas?”
• Worse: “Delivery coverage”

Write answers the way you want them sent

Be specific. Include numbers, timeframes, locations, limits, and conditions.

• Better: “Delivery is $15 within 10 miles of our Brooklyn store, and free on orders over $150. Beyond 10 miles we quote per order, usually $25 to $40.”
• Worse: “We offer competitive delivery rates across the metro area.”

The assistant may adapt the wording slightly to fit the conversation, but it will stay close to what you wrote.

10 questions worth adding first

1. Prices
2. Opening hours
3. Delivery availability
4. Delivery times
5. Refunds and returns
6. Walk-ins vs. bookings
7. How far ahead to book
8. Payment methods
9. Location
10. How to reach a person

Edit later

Open the Common questions row, expand it, and select Edit on the question you want to change.

What to do next

Before you go live, test your new answers in Test AI responses.