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FAQs

The FAQs tab is the default view when you open a knowledge base. Here you can view and manage all the questions and answers your AI agent uses.

Accessing FAQs​

  1. Click Knowledge in the sidebar
  2. Click on a knowledge base card
  3. You'll land on the FAQs tab by default

FAQ Tabs​

The FAQ table has three tabs to organize your content:

TabDescription
EnabledActive FAQs that your agent uses to answer questions
DisabledInactive FAQs that are saved but not used by the agent
SuggestedAI-generated FAQs from "Resolve & Learn" waiting for your review

Enabled Tab​

These are the FAQs your agent actively uses. All enabled FAQs are searchable when customers ask questions.

Disabled Tab​

FAQs here are saved but not used by your agent. This is useful for:

  • Temporary content - You ran a sale and created FAQs about it. Instead of deleting them, disable them until your next sale.
  • Seasonal content - Holiday-specific FAQs you want to reuse next year
  • Testing - FAQs you're not ready to enable yet

Suggested Tab​

When you take over a conversation from the AI and click Resolve & Learn, Orki generates suggested FAQs based on the conversation. These appear in the Suggested tab for your review.

From here you can:

  • Enable - Approve the suggestion and add it to your active FAQs
  • Delete - Remove suggestions you don't want

See Resolve & Learn for more details.

Managing FAQs​

Selecting FAQs​

The table has selectable rows. Click the checkbox next to any FAQ to select it. You can select multiple FAQs at once.

Bulk Actions​

After selecting FAQs, you can:

  • Enable - Move disabled FAQs to the Enabled tab
  • Disable - Move enabled FAQs to the Disabled tab
  • Delete - Permanently remove FAQs

Adding FAQs Manually​

Click the Add dropdown button at the top of the page. You have two options:

Manual Entry​

  1. Select Manual Entry from the dropdown
  2. A modal will open
  3. Enter the Question - What customers might ask
  4. Enter the Answer - The response your agent should give
  5. Click Save

Tips for writing good FAQs:

  • Write questions the way customers actually ask them
  • Include variations (e.g., "What's your return policy?" and "Can I return this?")
  • Keep answers clear and complete

Upload File​

  1. Select Upload File from the dropdown
  2. Upload a CSV or Excel file
  3. Format requirements:
    • Column 1: Question
    • Column 2: Answer
  4. Click Upload

Example CSV format:

Question,Answer
What are your hours?,We're open Monday to Friday 9am to 6pm.
Do you deliver?,Yes we deliver within the city for free.
What payment methods do you accept?,We accept cash credit cards and bank transfers.

FAQ Limits​

FAQs have both monthly and total limits based on your plan.

Important: When uploading in bulk, make sure you don't exceed your monthly limit. If you try to add more FAQs than your limit allows, the entire upload will fail.

Check your current usage in Settings > Billing.

Best Practices​

Quality Over Quantity​

A few well-written FAQs are better than many vague ones.

Keep Answers Updated​

Regularly review your FAQs to ensure information is current.

Use Disabled Strategically​

Don't delete temporary FAQs — disable them for later reuse.

Review Suggested FAQs​

Check the Suggested tab regularly to capture valuable learnings from real conversations.

Next Steps​