FAQ
Category: Self-service
Overview
The FAQ node matches the customer’s incoming message against the questions in a curated knowledge base and replies with the matching answer. Matching is lexical — a plain string match against the entries’ question text in the customer’s display language — not embeddings or AI. When nothing matches, the flow exits via the fallback port so you can hand off to an agent or re-prompt.
When to use
- Top-of-funnel “Got a question?” prompts before transferring.
- Auto-answer common questions to deflect easy tickets.
- Augment a Transfer flow with a try-self-service-first step.
Ports
| Port | Direction | Description |
|---|---|---|
in | input | Receives the flow from the previous node. |
exit | output | Fires after a match was returned to the customer. If you don’t wire it, the bot session closes after the answer is sent. |
fallback | output | Fires when no entry matches, or when the node has no knowledge base bound. |
Configuration
Knowledge base ID
The knowledge base to search. Knowledge bases are authored at Settings → Inbox → Knowledge Bases — each holds a list of question/answer pairs with English and Arabic copy.
Match threshold
- Contains (default) — the entry’s question text must appear as a substring of the customer’s message, or vice versa for short matches. Loose enough to catch slight rewordings.
- Exact — the customer’s message must equal the entry’s question text after trimming and lower-casing. Tight; only use when your KB questions are short canonical phrases.
Common patterns
Self-service then escalate
FAQ → fallback → Transfer to agent. Resolves common questions, escalates the rest.
Limits & validation
- KB content is curated separately at Settings → Inbox → Knowledge Bases. Empty KBs always fall through.
- No fuzzy matching, no synonyms, no semantic similarity — if you need that level of tolerance, route via an Agent node to an external NLP / LLM agent and have it answer (or hand back a KB id to look up here).
See also
Intent Route for routing without answering; FAQ both routes and answers in one step. For richer self-service that handles paraphrases, use the Agent node to call an external AI agent.