# Managing FAQs FAQs (Frequently Asked Questions) are one of the easiest and most effective ways to make your AI bot smarter. When a contact asks a question, the bot searches your FAQs to find the best answer and weaves it naturally into the conversation. **Think of FAQs as a cheat sheet for your bot.** The better the cheat sheet, the better the bot's answers. *** ## Why FAQs Matter Without FAQs, your bot relies only on the general instructions and company info you provide. That works for basic conversations, but FAQs give the bot precise, verified answers to specific questions. **What well-maintained FAQs do for you:** * Your bot gives **accurate, consistent answers** every time * The bot is far less likely to **make up information** * You can cover **detailed or specialized topics** without overloading your bot instructions * Your bot sounds more **knowledgeable and trustworthy** *** ## How the Bot Finds the Right FAQ When a contact sends a message, the bot does not just search for matching words. DM Champ uses a **hybrid smart search** system that understands **meaning**, not just exact wording. For example, if a contact asks "How much does it cost?" the bot will find your FAQ about "pricing" - even if the word "cost" never appears in your FAQ. Here is how it works behind the scenes: 1. **Vector search (meaning-based)** - The system converts the contact's message into a mathematical representation of its meaning, then finds FAQs with similar meaning, regardless of the exact words used 2. **BM25 keyword matching** - A proven keyword-ranking algorithm that catches exact word matches and ensures nothing obvious is missed These two approaches work together as a hybrid search to find the **top 7 most relevant FAQs** for each conversation. Only these relevant FAQs are shared with the bot, keeping its responses focused and on-topic. **You do not need to understand the technical details.** Just write clear, natural-language FAQs and the system handles the rest. *** ## How to Create FAQs ### Adding FAQs from the Campaign FAQ Tab 1. Navigate to your campaign 2. Click the **FAQ** tab 3. Click **Add FAQ** 4. Enter the question and answer 5. Optionally choose a category (e.g., "Pricing," "Shipping," "Features") 6. Click **Save** You can also access FAQ management from **Settings** using the section-based navigation. This gives you a centralized place to manage all your FAQs alongside other account settings. ### What to Fill In | Field | What to Write | | ------------ | ----------------------------------------------------------------------------------------------- | | **Question** | The question as a customer would actually ask it (use natural, conversational language) | | **Answer** | The complete, accurate answer you want the bot to use | | **Category** | Optional grouping for your own organization (e.g., "Pricing," "Returns," "Technical") | | **Active** | Toggle to enable or disable the FAQ without deleting it. Inactive FAQs are not used by the bot. | ### Tips for Writing Great FAQs * **Write the question the way a customer would ask it.** Use natural language. Instead of "Refund Policy," write "Can I get a refund if I'm not satisfied?" * **Keep answers complete but concise.** Include all the facts the bot needs. It will rephrase the answer naturally in conversation. * **One topic per FAQ.** Do not combine multiple questions into one entry. Create separate FAQs for each question. * **Include specific details.** Prices, timelines, dimensions, requirements - the bot cannot guess these. ### Example FAQs ``` Q: What are your shipping times? A: Standard shipping takes 3-5 business days within the US. Express shipping (next day) is available for $12.99. International shipping takes 7-14 business days depending on the destination. Q: Do you offer a free trial? A: Yes, we offer a 14-day free trial with full access to all features. No credit card required. You can upgrade to a paid plan at any time. Q: What happens if I cancel my subscription? A: You can cancel at any time from your account settings. Your access continues until the end of your billing period. We do not offer prorated refunds for partial months. ``` *** ## Organizing FAQs with Categories Categories help you keep your FAQs organized as the list grows. Common categories include: * **Pricing** - Costs, packages, discounts, payment methods * **Product/Service** - Features, how it works, specifications * **Shipping/Delivery** - Timelines, costs, tracking * **Returns/Refunds** - Policies, processes, conditions * **Technical** - Setup, troubleshooting, compatibility * **Company** - About us, contact info, business hours * **Support** - How to get help, escalation **Good to know:** Categories are for YOUR organization only. The bot searches across all FAQs regardless of category, so you do not need to worry about a customer's question being "in the wrong category." *** ## Global FAQs vs. Campaign-Specific FAQs DM Champ supports two levels of FAQs: ### Global FAQs * Apply to **all campaigns** across your account * Perfect for company-wide information (business hours, general policies, contact details) * Create once, available everywhere ### Campaign-Specific FAQs * Only available to **one specific campaign** * Perfect for details unique to a particular offer, product, or promotion * Override global FAQs when there is a conflict **Best practice:** Put general company information in global FAQs and campaign-specific details in campaign FAQs. This avoids duplicating FAQs across campaigns. *** ## Auto-Generate FAQs from Your Website When you add website URLs (like sales pages or product pages) to your campaign, DM Champ can automatically generate FAQs from the page content. **How to do it:** 1. Create a new campaign or edit an existing one 2. Add your website URLs in the **Sales Pages** section 3. DM Champ reads the page content 4. AI analyzes the content and generates relevant FAQs 5. The generated FAQs appear in your FAQ tab for review **During onboarding:** If you use the guided onboarding wizard, DM Champ can auto-generate FAQs from your website as part of the setup process. The onboarding wizard scans your website, analyzes its content, and creates an initial set of FAQs for you automatically - giving your bot a head start before you even finish setup. **Always review auto-generated FAQs.** The AI does a good job, but you should verify accuracy, add missing details, and remove anything irrelevant. *** ## Auto-Generate FAQs from Documents If you have existing documents like product guides, policy documents, or training materials, you can upload them and let AI generate FAQs automatically. This is a fast way to give your bot detailed knowledge without writing every FAQ by hand. **Supported file types:** PDF, DOCX, and other common document formats. **How to do it:** 1. Go to the **FAQ** tab in your campaign 2. Click **Generate from Documents** (or the document upload option) 3. Upload one or more files 4. AI reads through the documents and extracts relevant question-and-answer pairs 5. The generated FAQs appear for your review **What happens behind the scenes:** * The AI analyzes the full content of each document * It identifies key topics, facts, and details that customers are likely to ask about * It generates natural-sounding questions and accurate answers * Duplicate FAQs (ones that overlap with your existing FAQs) are automatically filtered out * The process uses AI credits - you will see the estimated cost before confirming **Tips for best results:** * Upload documents that contain **factual, specific information** (pricing sheets, product specs, policies). These produce the best FAQs. * **Review every generated FAQ** before enabling it. Remove any that are irrelevant or inaccurate. * Documents with clear structure (headings, bullet points, tables) produce better results than unformatted text. * You can upload multiple documents at once to cover different topics in a single pass. *** ## Importing and Exporting FAQs ### Importing If you already have FAQs (from a spreadsheet, help center, or another tool): 1. Prepare your FAQs with "Question" and "Answer" columns 2. Go to the **FAQ** tab in your campaign 3. Use the **Import** button to upload your data ### Exporting To back up or share your FAQs: 1. Go to the **FAQ** tab 2. Click **Export** to download your FAQs 3. FAQs are exported in a spreadsheet-compatible format *** ## Tracking FAQ Performance DM Champ shows you how your FAQs are performing: * **Usage Count** - How many times each FAQ has been used by the bot * **Last Used** - When the FAQ was most recently included in a response * **Effectiveness Score** - How well the FAQ contributes to positive conversation outcomes **Use these numbers to:** * Identify your most valuable FAQs * Find FAQs that are never used (consider rewording or removing them) * Spot gaps where customers ask questions you do not have FAQs for (check your live conversations for patterns and add new FAQs) *** ## Best Practices 1. **Start with 10-20 FAQs.** Cover the most common questions first. You can always add more as you learn what customers are asking. 2. **Review live conversations weekly.** Look for questions the bot struggled with and create new FAQs to fill the gaps. 3. **Keep FAQs current.** If your pricing or policies change, update the FAQ immediately. An outdated FAQ is worse than no FAQ at all. 4. **Do not duplicate your bot instructions.** FAQs are for specific facts and details. General behavior and personality belong in the bot instructions. 5. **Write naturally.** Write FAQs the way a customer would ask and the way you would answer in a real conversation. 6. **Test after adding new FAQs.** Use the Playground to verify that the bot correctly uses your new FAQs when relevant questions come up.