Chat
Test your knowledge base, review conversation history, and understand how FAQSure answers questions.
Testing Your Knowledge Base
Before going live, use the built-in chat interface to test how FAQSure responds to your customers’ questions.
- Go to Chat in the FAQSure dashboard
- Select the Agent you want to test
- Type a question your customers might ask
- Review the answer, confidence score, and source references
What to Look For
| Indicator | Meaning |
|---|---|
| Confidence ≥ 0.7 | FAQSure found a relevant answer |
| Confidence < 0.7 | Fallback triggered — the document may not cover this topic |
| Source shown | Which document and chunk the answer came from |
| Fallback triggered: true | FAQSure returned your fallback message instead of guessing |
Reviewing Conversation Logs
See every conversation that has happened across all your channels:
- Go to Analytics → Conversation Logs
- Filter by date range, agent, or channel (LINE, Messenger, Widget, API)
- Click any conversation to see the full message history
Each message shows:
- The customer’s question
- FAQSure’s answer
- Confidence score
- Source document and chunk used
- Response time
Unanswered Questions
FAQSure automatically tracks questions it couldn’t answer confidently (below your confidence threshold). These are valuable — they show you exactly what your customers are asking that your documents don’t cover.
- Go to Knowledge → Unanswered Queries
- Review the list of questions
- For each one, you can:
- Add to documents — update your documentation to cover the topic
- Provide a direct answer — write a specific response that FAQSure will use
FAQSure automatically clusters similar unanswered questions together. If 15 customers asked variations of “What are your delivery times?”, you’ll see that as one grouped suggestion — not 15 separate entries.
Adjusting the Confidence Threshold
If FAQSure is answering too many questions with the fallback message, your threshold may be set too high. If it’s giving low-quality answers, the threshold may be too low.
To adjust:
- Go to Settings → Agents
- Click Edit on the agent you want to adjust
- Change the Confidence Threshold (0.0–1.0)
- Save
A threshold of 0.7 is recommended as a starting point. Lower it if FAQSure is too conservative; raise it if answers are inaccurate.