Writing a FAQ knowledge base for your AI texting assistant
How to collect real customer questions and write clear answers that keep an AI assistant accurate, on brand and honest about what it does not know.
·2 min read
An AI assistant works from the information you give it. Vague or outdated notes produce vague or wrong replies, while clear answers produce consistent ones.
Here is how to build a knowledge base that works.
Collect real questions
Pull the questions customers actually ask from recent texts, calls and emails. Group them by topic: services, hours, location, pricing, process and policies.
Write short, direct answers
Answer each question in plain language, in your brand's voice, in a few sentences. Include the facts that change often, such as hours and prices, in one place so they are easy to update.
- ✓One question, one answer.
- ✓Say what you do not offer.
- ✓State when to hand off to a person.
Maintain it
Review the knowledge base monthly and whenever something changes. When the assistant hands off or gives a weak answer, add or fix the entry so it improves over time.
Putting it into practice
Treat the first version as a draft and expect to edit it. Read real conversations during the first weeks and note every time the assistant hedges, repeats itself or gives an answer you would not have given. Fix the knowledge base, not just the single reply. Add a short section describing your tone, for example friendly and concise, and the things the assistant should never do, such as giving legal or medical advice. Keep a change log so you can tell which edit improved or harmed results. With steady attention for a month or two, the assistant becomes noticeably more accurate and more like your own team.
Key takeaways
- →Base answers on real customer questions.
- →Keep them short, direct and current.
- →Define what to hand off.
- →Improve entries from weak conversations.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
How many entries do I need?
Start with the twenty or so most common questions and grow from there.
What if the assistant does not know?
It should say so honestly and offer to connect the person with someone who can help.