FAQs (Frequently Asked Questions) are a collection of common customer questions and their respective answers, designed to provide fast and straightforward support. In Akece, Ember uses these FAQs to respond to customer inquiries automatically and consistently, ensuring accurate and clear information delivery.
How Are FAQs Generated?
Ember can generate FAQs in two ways:
1. Automatically
Ember analyzes the documents you’ve added and resolved customer conversations to identify recurring questions or knowledge gaps. Based on this analysis, she suggests new FAQs.
2. Manually
You can also create FAQs directly from the dashboard by specifying the question, the answer, and selecting which assistant it should be linked to.
How to Add an FAQ Manually
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Go to Ember > FAQs in the sidebar menu.
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Click Create New FAQ to open the form.
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Enter the question and the corresponding answer.
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Select the assistant the FAQ belongs to, then click Create.
The new FAQ will be added to the selected assistant and can be used in conversations automatically.
How to Review Suggested FAQs from Ember
At the end of each resolved conversation, Ember checks if any customer questions were not yet addressed in your documents. If so, she suggests new FAQs to fill those gaps.
These suggestions appear under the Pending tab in the FAQ section.
To review a suggested FAQ:
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Go to Ember > FAQs and apply the Pending filter.
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Review the suggested question and answer.
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If the FAQ is useful, click the three-dot icon and select Approve.
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Before approving, you can edit the answer to match your tone or style.
đź’ˇ Tip: You can view the original conversation that led to the FAQ suggestion. Just click on the conversation ID to review the context before approving the FAQ.
Regularly reviewing and approving these suggestions helps keep your knowledge base accurate and aligned with real customer needs.
Ember Usage Limits
The ability to create and use FAQs in Ember depends on your Akece plan:
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Free Plan: Not available
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Standard Plan: Up to 10 documents and 1,000 responses per month
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Business Plan: Up to 30 documents and 3,000 responses per month
If you need help organizing your FAQs or refining Ember’s responses, reach out to our support team at [email protected] or connect with us on social media @akece.ai. We're here to help!