Knowledge Base (FAQ) lets you create and manage a centralized list of frequently asked questions and answers. This content serves two key purposes:
It helps you maintain clear, consistent information for client communication
It acts as a reference source for Smart Responses, so AI-generated drafts align with your policies and guidance
Access the Knowledge Base (FAQ)
To open the Knowledge Base:
Hover over Library in the main menu
Click Knowledge Base (FAQ)
You’ll see a list of all existing FAQs in your workspace.
View and Browse FAQs
On the Knowledge Base page, you can:
See a list of FAQs ordered by last updated time
Click a question to expand or collapse its answer
Use the search bar to find FAQs by keyword
Create a New FAQ (Owner/Admin Only)
If you’re an Owner or Admin, you can add new FAQs.
To create a new FAQ:
Click Add New FAQ
Enter a Question
Enter an Answer
Click Save
Once saved, the FAQ will appear in the list and be available for Smart Response to reference.
Edit or Delete a FAQ (Owner/Admin Only)
Each FAQ includes a 3-dot menu with management options:
Edit an FAQ
Click 3-dot button on an FAQ
Click Edit
Update the question or answer
Click Save
Delete an FAQ
Click 3-dot button on an FAQ
Click Delete
Click OK to confirm deletion
