Well-written FAQs allow Abby to handle more inquiries automatically, saving time for your team while giving callers faster access to information.

In Abby Connect, an FAQ is a question and answer pair that teaches Abby how to respond when callers ask about your business.

FAQs help Abby understand information such as:

Both AI Receptionists and Human Receptionists can reference these FAQs when interacting with callers.

The number of FAQs available depends on the service you use.

AI Receptionist plans support unlimited FAQs.

This allows you to build a larger knowledge base that helps the AI answer questions independently.

You can add or manage FAQs in two places within the Abby Connect portal.

If you are setting up your AI Receptionist using the onboarding module, FAQs appear as Step 2 of the setup process.

This allows you to add questions and answers before the AI begins handling calls.

You can add as many FAQs as you'd like during this step or return later to add more.

You can also manage FAQs anytime by navigating to:

Account → FAQs

This page allows you to add, edit, or delete FAQs whenever your business information changes.

The FAQs page contains two separate tabs:

Make sure you are on the correct tab when creating or editing FAQs.

These FAQs are used by the AI during conversations with callers.

The AI can process detailed answers and longer explanations.

These FAQs are used by live receptionists as reference information while speaking with callers.

Because receptionists need to quickly scan information during calls, these FAQs should be short and easy to skim.

To help you get started, Abby provides a Suggested FAQs list.

These include common questions many businesses receive, such as:

You can quickly add any suggested question and customize the answer for your business.

Suggested FAQs are designed to help you build your FAQ list quickly, even if you’re unsure where to begin.

If you select an industry in your:

Account → Company settings,

Abby may display additional suggested FAQs tailored to that industry.

These suggestions help ensure your AI and receptionists can answer common questions specific to your type of business.

To add a new FAQ:

The FAQ becomes available immediately after saving.

To modify an existing FAQ:

Changes take effect immediately after saving.

The AI can process large amounts of information instantly. This means you can include detailed answers and explanations.

Examples of useful AI FAQs include:

You generally do not need to create FAQs explaining common concepts, since the AI already understands many general topics.

For example, you typically do not need FAQs explaining:

Instead, focus on information specific to your business.

Human receptionists must review information quickly while speaking with callers. Because of this, FAQs should be short and easy to scan.

Instead of writing full sentences, use keywords or short phrases.

Instead of:

Q: What services do you offer?
​A: We provide estate planning, trust administration, and probate services.

Use:

Q: Services
​A: Estate Planning, Trust Administration, Probate Services

This format allows receptionists to quickly reference the information while assisting callers.

If you're unsure where to begin, start with 3–5 of the most common questions your callers ask.

Examples include:

You can always expand your FAQ list over time as you learn what questions your callers ask most often.

Well-maintained FAQs help Abby:

The more accurately your FAQs reflect your business, the more effectively Abby can assist your callers.