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FAQ Management

How to add, edit, and organize saved answers so your chatbot gives accurate, consistent answers

FAQ Management lets you create a library of pre-written answers that your chatbot uses when visitors ask common questions. Instead of generating a new response every time, the chatbot can pull from your curated answers — giving faster, more consistent replies.

Where to Find It

Go to your admin dashboard → Settings tab → scroll to the Chatbot Settings section → FAQ Management.

FAQ Management is available on Chat Pro and Chat Suite plans. Pro plans can store up to 50 FAQs; Suite plans have unlimited.

Adding a New FAQ

Click the Add FAQ button and fill in:

  • Question — The question a visitor might ask (e.g., "What time is Sunday service?")
  • Answer — Your ideal response. Write it the way you would want the chatbot to say it.
  • Category — Organize your FAQ under a category:
    • Visitor Logistics (parking, dress code, first visit)
    • Church Identity (denomination, beliefs, history)
    • Getting Involved (small groups, volunteering, membership)
    • Financial (giving, tithing, benevolence)
    • Programs & Activities (youth, women's ministry, events)
    • Beliefs & Doctrine (theology, sacraments, scripture)
    • Community & Support (counseling, prayer, outreach)
  • Agent Type (optional) — Assign the FAQ to a specific care agent (Prayer, Welcome, Youth, etc.) or leave blank for all agents
  • Exact Response — Toggle this on if you want the chatbot to use your answer word-for-word. Leave it off to let the AI paraphrase naturally.

Editing and Deleting FAQs

Each FAQ in your list shows the question, answer preview, category, and source. Click the edit icon to modify any FAQ, or the trash icon to delete it.

FAQ Sources

Each FAQ has a source badge showing where it came from:

  • Manual — You wrote it by hand in the FAQ editor
  • Saved (promoted from Training tab) — It was saved from the Training tab (an AI response you reviewed and saved)
  • Pack — It came from a denomination content pack (pre-built FAQs for your theological tradition)

Denomination packs are loaded automatically when you set your church's theological tradition in Settings. They provide a starting set of FAQs covering common faith questions for your tradition (Reformed, Baptist, Catholic, Pentecostal, etc.).

How the Chatbot Uses FAQs

When a visitor asks a question, the chatbot checks your FAQ library first. If it finds a matching question:

  • Exact Response ON — The chatbot returns your answer verbatim
  • Exact Response OFF — The chatbot uses your answer as a reference and paraphrases it naturally, blending it with context from the conversation

If no FAQ matches, the chatbot generates a response using its knowledge base, your church information, and its theological training.

Tips

  • Start with the basics. Add FAQs for your top 10 most-asked questions: service times, location, parking, children's ministry, how to give, small groups.
  • Use the Training tab. The fastest way to build your FAQ library is to review AI responses in the Training tab and promote the best ones.
  • Keep answers current. When your service times change or you add a new program, update your FAQs.
  • Use categories. Organized FAQs are easier to maintain as your library grows.

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