FAQs (Frequently Asked Questions) are a collection of common questions and their answers, designed to provide quick and easy assistance to customers. Captain uses these FAQs to respond to customer queries efficiently, ensuring accurate and consistent information is provided.
How are FAQs generated?
FAQs are generated in two ways:
Automatically: Captain analyzes your help center articles and resolved customer conversations to identify content gaps or frequently asked topics. Based on this analysis, it suggests FAQs.
Manually: You can create FAQs directly by navigating to the FAQs section, clicking “Add New,” entering the question and answer, and assigning it to the assistant.
How can you add an FAQ manually?
Go to the FAQs section in the sidebar under Captain. If FAQs have already been generated from your documents, you will see them listed here. Otherwise, the page will appear as shown below.
Click on “Create New FAQ” to add a question and its corresponding answer, as shown below.
Select the assistant and click “Create.” The FAQ will now be ready for use in conversations.
How do you check the FAQs generated from conversations?
At the end of each conversation, Captain analyzes the interactions to identify potential gaps or frequently recurring questions that are not yet addressed in your knowledge base. Based on this analysis, it suggests new topics as FAQs to help improve your content coverage.
These suggested FAQs are added to the “Pending” list in the FAQs section, where you can review them.
To review a suggested FAQs, go the FAQ pages and apply the "Pending" filter.
Review the suggested questions carefully. If a question is relevant and useful, click on the three-dot menu, and select the option to mark it as approved. You can also edit the suggested answer to ensure it is accurate and fits your knowledge base before approving the FAQ.
You can also view the conversation from which the question was generated. If you’re unsure about the relevance of a suggested question, simply click on the conversation ID to review the interaction before deciding whether to approve the FAQ.
Regularly reviewing these suggestions helps keep your knowledge base accurate, up-to-date, and aligned with your customers’ evolving needs.