Manage Your Knowledge Base
Keep your knowledge base accurate, complete, and up to date so FAQSure always gives the best answers.
The Knowledge Base Loop
A healthy knowledge base is an ongoing process:
- Upload documents — your policies, FAQs, product info
- Go live — customers start asking questions
- Review unanswered queries — see what FAQSure couldn’t answer
- Improve your documents — fill gaps, update outdated content
- Repeat — your knowledge base gets better over time
Review Unanswered Queries
FAQSure tracks every question it answered with low confidence. These appear under Knowledge → Unanswered Queries.
FAQSure automatically clusters similar questions together. For example, if many customers asked about delivery times in different ways, they appear as a single grouped suggestion showing how often the topic came up.
For each unanswered query you can:
| Action | When to use |
|---|---|
| Provide a direct answer | You know the answer but it’s not in any document yet |
| Update a document | The answer exists in a document but FAQSure didn’t find it well enough |
| Upload a new document | The topic isn’t covered at all |
| Dismiss | The question is out of scope or irrelevant |
Auto-FAQ Suggestions
Based on unanswered queries, FAQSure’s Auto-FAQ Builder automatically generates FAQ suggestions — a list of questions your customers keep asking that you haven’t documented yet.
- Go to Knowledge → FAQ Suggestions
- Review the suggested questions
- For each suggestion, click Write Answer to create a direct answer, or use it as a prompt to update your documents
Acting on FAQ suggestions is the fastest way to improve FAQSure’s answer rate. Each suggestion represents a real gap between what your customers ask and what your documents cover.
Update Existing Documents
When your policies or product details change:
- Go to Knowledge Base → Documents
- Delete the outdated document
- Upload the updated version
FAQSure will re-index the new version automatically. Old embeddings from the deleted document are removed immediately.
There is no “replace” function — you must delete the old document and upload the new one. FAQSure processes the new file as a fresh document.
Assign Documents to Specific Agents
By default, agents search across all documents. You can restrict an agent to specific documents — useful if you have separate bots for different products or departments.
- Go to Settings → Agents
- Click Edit on the agent
- Under Documents, switch from All Documents to Specific Documents
- Select which documents this agent can use
- Save
This lets you run multiple agents on the same workspace — for example, one agent for your Thai-language support team and another for English, each with their own document set.
Monitor Knowledge Base Health
Use the analytics dashboard to track answer quality over time:
| Metric | What it tells you |
|---|---|
| Average confidence | How certain FAQSure is across all answers |
| Fallback rate | % of questions that triggered the fallback message |
| Unanswered query count | How many new gaps appeared this period |
| Top queries | What customers ask most — confirm these are well answered |
Go to Analytics → Dashboard to see these metrics for any date range.