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Idea or playbook

FAQ Drafts from Your Own Docs

For: Customer service · Difficulty: Beginner

The problem: Customers keep asking the same questions, and the answers are already buried somewhere in your policies, manuals, and old emails. Nobody has time to write a proper FAQ.

What you end up with: A draft FAQ built only from your own documents, with each answer pointing back to where it came from, ready for you to review before it goes on your site or into a support agent.

What you'll need

Your policies, product info, or help docs in a form you can upload (files, web pages, or drives), plus a list of the questions customers ask most.

Getting set up

Answering the same customer questions again and again? Here's a simple playbook, built from each tool's official docs. First, pick a tool. Dify lets you bring in files, websites, online documents, and drives, and clean and test them before an agent uses them. Botpress includes a Help Center, a public knowledge base for customers. Voiceflow says its agents' knowledge answers from your policies. Next, gather only the docs that are current and correct. Old policies cause wrong answers. Then, write down the 10 to 20 questions you hear most. And last, keep publishing manual. The agent drafts, you approve.

Step by step

  1. Load your current docs into the tool's knowledge base.
  2. Give the agent your list of common questions.
  3. Ask it to answer each one using only your docs, and to name the doc each answer came from.
  4. Have it flag any question your docs don't answer.
  5. Review every answer. Fix anything that's unclear, out of date, or wrong.
  6. Fill the gaps it flagged yourself, then add those to your docs too.
  7. Publish the approved FAQ, and redo this whenever a policy changes.

A prompt to start with

Use this as a starting point, and adjust it to your tool. "Using only the documents in the knowledge base, answer each question below in two to four plain sentences. After each answer, name the document it came from. If the documents don't answer a question, write 'Not covered in our docs' instead of guessing. Don't publish anything."

What you'll get

A question-and-answer list, each answer with its source document, plus a short list of questions your docs don't cover yet.

If something goes wrong

If answers mix up old and new policies, remove the old docs from the knowledge base. If it invents answers, remind it to write 'Not covered in our docs.' If answers are too long, set a word limit.

Keep in mind

The agent can still misread a document, so a person should approve every answer before customers see it. Don't load private customer data into a public-facing knowledge base.

Sources

Where each fact came from

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