Features
Answering Questions
Semantic Search
FAQSure understands the intent behind a question, not just the keywords. It converts every query into a vector embedding and finds the most semantically similar content in your documents — so “How do I cancel?” and “I want to stop my subscription” both find the same answer.
Hybrid Search
Combines vector similarity search with keyword (BM25) search for more precise results. Useful when your documents contain exact product codes, names, or terms that benefit from exact matching.
Confidence-Based Fallback
Every answer has a confidence score (0–1). If the score falls below your configured threshold, FAQSure sends a polite fallback message — “I don’t have information on that, please contact our team” — instead of guessing. This eliminates hallucinations.
You set the threshold per agent. The default is 0.7.
Conversational Memory
FAQSure maintains context across a conversation. Customers can ask follow-up questions naturally — “What about the return window for electronics?” — without repeating context.
Knowledge Base Management
Document Ingestion
Upload documents in PDF, DOCX, CSV, TXT, or Excel format. FAQSure:
- Extracts text from the file
- Splits it into overlapping chunks (default: 500 tokens with 100-token overlap)
- Generates vector embeddings for each chunk
- Indexes everything for fast retrieval
Processing runs asynchronously — you can continue working while documents are indexed.
Auto-FAQ Builder
FAQSure tracks every question it couldn’t answer confidently. It automatically clusters similar unanswered questions and surfaces them as FAQ suggestions — showing you exactly what your customers are asking that your documents don’t cover yet.
Review suggestions under Knowledge → Unanswered Queries and use them to improve your documentation.
Source Attribution
Every answer includes the source chunks used to generate it, with similarity scores. Customers and admins can see exactly which document and section the answer came from.
Channels & Integrations
LINE
Connect your LINE Official Account. FAQSure handles incoming messages, replies with AI-generated answers, and supports broadcast messaging and rich menus.
Facebook Messenger
Connect your Facebook Page. FAQSure handles Messenger conversations automatically with full webhook verification.
Chat Widget
Embed a chat bubble on any website with a single <script> tag. Customize the title, color, logo, and behavior. Supports domain whitelisting to protect your API key.
API Access
Call FAQSure directly from your own application using an API key. Full access to chat, search, document upload, and analytics endpoints.
Multiple Languages
FAQSure supports English and Thai at the agent level. Each agent can be configured for a specific language — the AI responds in the same language as the customer’s question, using the appropriate language model settings.
Analytics
Dashboard Metrics
At a glance:
- Total queries this period vs. previous period
- Active agents, documents, and API calls
- Average response time
- Confidence score distribution
- Storage usage
Query Analytics
- Top Queries — most frequently asked questions
- Unanswered Queries — questions below confidence threshold
- Conversation Logs — full chat history with confidence scores and source chunks
- Activity Logs — API usage, document uploads, agent changes
Security & Multi-Tenancy
Complete Tenant Isolation
Every account is fully isolated at the database level using PostgreSQL Row-Level Security (RLS). Your documents, conversations, and API keys are never accessible to other FAQSure customers.
Authentication Options
- Email/password with bcrypt hashing
- API keys with configurable rate limits and expiry dates
- JWT tokens via HttpOnly cookies or Bearer headers
- MFA (TOTP) for admin accounts
Rate Limiting
Configurable per-minute and per-hour limits apply to all API endpoints to prevent abuse. Chat widget sessions also have per-IP and per-session limits.
Token System
FAQSure uses a token balance system tied to your subscription plan. Each chat or search request consumes tokens based on the LLM call made. Your balance is refreshed monthly.
- View balance: Settings → Subscription
- Low balance alerts: Configurable notifications
- Overage: Requests stop when balance is depleted — no surprise bills