FAQs and knowledge content
FAQs are question-and-answer pairs in knowledge that let the voice agent answer recurring questions consistently.
Last reviewed: 2026-07-22
FAQs as part of knowledge
FAQs are common questions with matching answers that you store as part of knowledge. They help the voice agent answer recurring questions accurately and consistently. Instead of searching a long free-text document for every situation, the agent can rely on clearly worded question-and-answer pairs.
FAQs are especially useful for questions that come up in almost every conversation, for example about your offer, your terms or the next steps.
Writing good FAQ content
For FAQs to work in a conversation, they should be clear and unambiguous:
- Phrase each question the way a prospect would actually ask it.
- Give a short, factual answer without unnecessary additions.
- Avoid ambiguous or overlapping entries.
- Cover only questions whose answer is confirmed.
This lets the agent use the right information at the right moment without speculating.
Working together with questions in the call
When the prospect asks a question, the agent draws on knowledge, which includes the FAQs. How the agent handles questions is described in questions from the prospect.
If the agent finds no stored answer for a question, it does not invent information. It makes clear that the detail is not available and continues the conversation along the campaign goal.
Hinweis: Review your FAQs regularly for accuracy. Outdated answers lead to incorrect statements in the conversation. See avoiding outdated or conflicting content.