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
| Field | Description |
|---|---|
| Name | A human-readable label for this FAQ Set, e.g. “Product Pricing FAQ” |
| Tool Name | A camelCase identifier with no spaces, e.g. productPricingFaq. Cannot be changed after creation. |
| Description | Tells the agent when to use this FAQ Set. The agent reads this to decide whether to search it for a given question. |
| Content | Your Q&As or free-form text (see below). |
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.
| Setting | Default | Description |
|---|---|---|
| Max results | 10 | How many matching sections the agent retrieves per search. Increase for broader coverage; lower for focused answers. |
| Min words per chunk | 250 | (Context mode only) Minimum section size when splitting your text. |
| Max words per chunk | 500 | (Context mode only) Maximum section size when splitting your text. |
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.
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.| Status | Behaviour |
|---|---|
| Active | The agent can search this FAQ Set during conversations. |
| Inactive | The FAQ Set is hidden from the agent’s toolCalls. Ongoing conversations are not interrupted. |
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
Tool call is created automatically
The system registers a tool call for the FAQ Set and adds it to each linked agent’s toolCalls.
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.