Documents and FAQs

The AI Assistant answers customers from its knowledge, which you build from documents and FAQs.

How knowledge works

Note: The assistant answers from approved FAQs. If an answer is missing or wrong, fix the FAQ or the source document.

Add a website page

1. Open AI Assistant → Documents.
2. Click Create a new document.
3. Under Document Type, choose URL.
4. Enter the page address in URL, for example https://www.example.com/help/shipping.
5. Optionally, enter a Document Name (Optional).
6. Click Create.

EngageOne reads the page and creates FAQs from it in the background. It also follows links found on that page and may add those pages as separate documents.

Tip: Add a page that links to your most useful help content, such as your help center home page or a "Support" page. Avoid pages behind a login, because EngageOne can't read them.

Add a PDF

1. Open AI Assistant → Documents.
2. Click Create a new document.
3. Under Document Type, choose PDF File.
4. Click Choose PDF file and select your file. The maximum file size is 10 MB.
5. Click Create.

Check and refresh documents

Each document shows when it was last updated and how many FAQs it produced. Use the filters at the top of the page to find documents by source (Web pages or PDFs) or by status:

To refresh a document after you change your website:

1. Open the document's menu.
2. Click Refresh now (or Retry refresh if it failed).

To refresh several documents at once, select them and click Refresh. Depending on your setup, documents may also refresh automatically on a schedule.

To see what EngageOne read from a page, open the document's menu and click View details. You'll see the Crawled content and the Related FAQs created from it.

Add an FAQ manually

1. Open AI Assistant → FAQs.
2. Click Create new FAQ.
3. Enter the Question, for example "Do you ship internationally?".
4. Enter the Answer.
5. Click Create.

Manual FAQs are useful for short facts that aren't on your website, such as holiday opening hours or a new promotion.

Edit, approve or delete FAQs

On the FAQs page, open an FAQ's menu to:

• Edit – change the question or answer.
• Approve – make a pending FAQ available to the assistant.
• Delete – remove it.

Use the search box to find FAQs, and select several to delete them together.

Review suggested FAQs

When Generate FAQs from resolved conversations is turned on in the assistant's settings, the assistant groups questions customers ask often and turns them into FAQ suggestions.

1. Open AI Assistant → FAQs.
2. When suggestions are ready, a banner appears. Click Review suggestions. You can also reach suggestions from the Overview page.
3. Suggestions are ranked by how often customers ask them. Click Review sources to see the conversations behind a suggestion.
4. Edit the question or answer if needed and click Save changes.
5. Click Approve FAQ to add it to the assistant's knowledge, or Dismiss to remove it.

Important: Suggestions are based on what your agents told customers. Always check the answer is still correct before you approve it.

Tips for good knowledge

• Keep one topic per page or FAQ.
• Use the same words your customers use.
• Remove or update old pages, then refresh the document.
• After any change, ask the same question in the Playground to check the answer.

Related articles

• Create an assistant
• Scenarios and tools
• Set up a help center