Overview
A FAQ Set is a collection of knowledge that an agent can search during a live call. When a caller asks something the agent needs to look up — pricing details, policies, procedures — the agent automatically searches the FAQ Set and uses the result to answer accurately. Each FAQ Set becomes a tool call in the agent’s toolCalls. The agent’s AI decides when to use it based on the description you write for that FAQ Set.
Navigating to FAQ Sets
- Open Account Settings from the top navigation.
- In the sidebar, click FAQ Sets.
Creating a FAQ Set
Click Add FAQ Set in the top-right corner of the FAQ Sets page.Required Fields
Writing a Good Description
The description is the most important field. Be specific about what topics this FAQ Set covers:- ✅ Good:
answers questions about refund policy, cancellation process, and billing cycles - ❌ Too vague:
general information
Content Modes
You can structure your knowledge in two ways. Use the Q&As / Context toggle to switch.Q&As Mode
Add discrete question-and-answer pairs. Each pair is stored and searched independently, so the agent retrieves precise answers.
- Click Add another to add a new pair.
- Use the × button on a card to remove a pair.
- You can add as many pairs as needed.
In Q&As mode, chunk size settings (min/max words) have no effect — each Q&A pair is always stored as its own unit regardless of length.
Context Mode
Paste any free-form text — support articles, product documentation, call scripts, etc. The system automatically splits it into searchable sections.
Connecting Agents
While creating or editing a FAQ Set, you’ll see a list of your active agents. Click any row to toggle whether this FAQ Set is linked to that agent.- Highlighted with a checkmark — the agent has this FAQ Set in its toolCalls.
- Unchecked — the agent does not have access to this FAQ Set.
Advanced Settings
Click Advanced settings at the bottom of the form to expand additional options.
Viewing Details
Click Details on any FAQ Set card to open a read-only summary.
- Toggle the FAQ Set active or inactive without opening the Edit form.
- See all Q&A pairs or the full content text.
- See the connected agents as badges.
- Open Edit to make changes.
- Delete the FAQ Set.
Testing a FAQ Set
Click Test on any FAQ Set card to open a modal with the exact curl command for it, plus a Live Test box to run a query directly in the browser — no terminal needed. This is the same Test feature available on Knowledge documents; see Testing a Knowledge Document for more detail.Editing a FAQ Set
Open the Details view and click Edit. You can update all fields except the Tool Name. Changes take effect immediately — the agent’s knowledge base is rebuilt in the background as soon as you save.Enabling and Disabling
From the Details view, use the Status toggle to activate or deactivate a FAQ Set without deleting it.Deleting a FAQ Set
Open the Details view and click Delete. This permanently removes the FAQ Set, its stored knowledge, and the tool call from all connected agents.How It Works End-to-End
1
Create a FAQ Set
Add your Q&As or paste content and link it to the relevant agents.
2
Tool call is created automatically
The system registers a tool call for the FAQ Set and adds it to each linked agent’s toolCalls.
3
Agent uses it during calls
When a caller’s question matches the FAQ Set’s description, the agent automatically searches it and retrieves the most relevant sections.
4
Agent answers with grounded information
The agent uses the retrieved content to form an accurate, specific response — no manual routing needed.