FAQs Management
Learn how to manage automatic and manual FAQs in Wik AI to fill knowledge gaps.
FAQs (Frequently Asked Questions) are a collection of common questions and answers designed to provide instant assistance. Wik AI uses these FAQs to respond to customer queries efficiently with accurate, consistent information.
How Are FAQs Generated?
FAQs are generated in two ways:
- Automatically: Wik AI analyzes your help center articles and resolved customer conversations to identify content gaps and frequently recurring topics, then suggests new FAQs.
- Manually: You can create custom FAQs directly in the dashboard and assign them to your Wik AI Assistant.
How to Add an FAQ Manually?
Open FAQs Menu
Go to Wik AI → FAQs in the sidebar.
Create New FAQ
Click on Create New FAQ.
Fill Question & Answer
Enter the customer question and your official response, then assign the FAQ to your Wik AI Assistant.
Save FAQ
Click Create. The FAQ is now live and ready for use in conversations.
Reviewing Conversation-Generated FAQs
At the end of customer conversations, Wik AI analyzes interactions to identify recurring questions not yet addressed in your knowledge base.
Filter Pending FAQs
Go to Wik AI → FAQs and apply the Pending filter to review suggested questions.
Review & Approve
Review each suggested question carefully. Click the three-dot menu to Approve or edit the answer before approving.
Inspect Source Conversation
Click on the conversation ID to review the exact customer interaction from which the FAQ was generated.