How to write FAQs your AI chatbot can actually use
An AI chatbot is only as good as the information you give it. The quickest way to improve its answers is a short list of well-written FAQs. Here is how to write them.
Start from real questions
Don't guess. Take the last few weeks of calls, WhatsApp messages and emails and write down what people actually asked, in their words. Ten to twenty real questions beat fifty invented ones.
One question, one clear answer
- Answer in two or three sentences, the way you would on the phone.
- Put the key fact first: the price, the time, yes or no.
- Say what to do next: book, call, visit, or leave a number.
- Avoid "it depends" on its own. Say what it depends on and give a typical range if you can.
Be exact about prices, hours and policies
The chatbot repeats what you write, so write exactly what you mean: "Delivery is free above ₹999 in Pune; otherwise ₹60" is better than "cheap delivery available". If prices change often, give the range and point to your price page.
Cover the questions that lose customers
Include the awkward ones: refunds, cancellations, what you don't do, and how long things really take. A clear "we don't do weekend appointments" saves a frustrated customer later.
Keep it up to date
- Each week, open the list of questions your chatbot couldn't answer and add the useful ones as FAQs.
- Read a few conversations. If an answer was wrong or unclear, use Fix answer to correct it.
- Update prices, hours and offers the day they change.
In ONNT AI Chatbot, all three are in the dashboard: the unanswered-questions list on the Overview page, Fix answer in Conversations, and your FAQs under Chatbot settings.