Writing FAQs.

FAQs are the quickest way to give Askbridge an exact answer. They are unlimited on every plan. Only published FAQs are used in answers.

When to write an FAQ

• A question comes up often and you want a precise, approved answer.
• The answer is not on your website, or is buried in a long page.
• Knowledge > Knowledge gaps shows a question Askbridge could not answer.
• An answer was right but worded badly.

Add an FAQ

1. Open Knowledge > FAQs and choose Add FAQ.
2. Write the question the way a customer would ask it.
3. Write the answer as you would say it to them.
4. Optionally give it a topic, such as "Deposits", to keep the list easy to filter.
5. Choose Publish, or Save as draft to check it first.

After you publish or edit a published FAQ, the list shows Updating knowledge until Askbridge is using the new text, then Up to date. This usually takes a few seconds. If it shows Update failed, choose Retry.

Import FAQs with AI

If your questions and answers, policies or procedures are already in a Word document, choose Import with AI.

1. Drag in a Word file (.docx), or choose one. The limit is 5 MB and about 30,000 words per file, and 10 imports a day per workspace.
2. Askbridge reads the document and drafts FAQs. You see each stage as it happens: Uploading, Reading document, Generating FAQs (with the part it is on), Checking duplicates, Ready to review. You can close the window; the import carries on and appears on the FAQs page.
3. Review the drafts. Each one shows the section of your document it came from and the supporting excerpt. Edit the wording or topic, discard drafts you do not want, then Publish selected.

What the AI does:

• If the document already has questions and answers, it separates each pair and keeps conditions, exceptions and figures.
• If it is general information, it writes the questions customers would ask and answers them from the text, grouped into topics taken from the content.
• It is told never to add facts, prices, dates, promises or advice that are not in your document. Drafts are still drafts: check each one.

Look out for these notes on a draft:

• Not found in the source — check: an amount, number, date or time in the answer is not in the supporting excerpt.
• The document gives different details: two parts of the document disagree. Decide which is right before publishing.
• Possible duplicate of an existing FAQ: choose Skip, Keep separately, or Compare and update existing, which shows the existing FAQ and the new version side by side before anything changes. A possible duplicate cannot be published until you decide.

Nothing is published automatically and existing FAQs are never overwritten without your confirmation. Importing the same file twice opens the first import instead.

What happens to your document

The text is sent in sections to Anthropic, the AI provider Askbridge already uses for answers, to draft the FAQs. No other provider sees it. The uploaded file is deleted as soon as its text has been read (or if the import fails), and the extracted text is deleted once the drafts are ready. Each draft keeps only the short excerpt it is based on. Images are not read, so scanned pages and text inside pictures cannot be imported. Do not upload documents that contain customers' personal details.

Importing uses AI, so it counts towards your workspace's daily AI usage and stops if AI is switched off in Settings.

Find, filter and change FAQs

• Search looks through questions, answers and topics. Filter by topic and by status: Draft, Published or Unpublished.
• Each row has icon buttons: Edit (pencil), Publish (eye), Unpublish (eye crossed out) and Delete (bin). Hover or move to a button with the keyboard to see its name.
• Tick rows to publish, unpublish or delete several at once. Select this page ticks the rows you can see; Select all matching FAQs includes every FAQ that matches your search and filters.
• Unpublishing or deleting stops Askbridge using the FAQ straight away. A deleted FAQ can be brought back with Undo, or from Recently deleted for 30 days.

Tips for good FAQs

• One question per FAQ. Split "Do you do evenings and weekends?" into two if the answers differ.
• Answer first, then detail. "Yes. We open until 7pm on Thursdays..." reads better than a long run-up.
• Use the customer's words. If people ask about "call-out charges", use that phrase, not "attendance fee".
• Be specific and current. Include the figure, the date or the condition. Update FAQs when things change.
• Do not promise what you cannot keep. Askbridge repeats your answer faithfully, so the answer has to be right.

Example

Question: Do you charge tenants a holding deposit?

Answer: Yes. We take a holding deposit of one week's rent, which is the legal maximum. It goes towards your first month's rent once your tenancy starts.

Check your work

After adding FAQs, use Knowledge > Test a question and ask in a few different ways. A new FAQ usually helps, but how a visitor words the question still matters, so test the wordings you expect. On Growth and Scale you can also save it as an answer check so it is tested again after every change.