Write FAQs that work
Policies go in FAQs, product facts go in the Catalog.
In Salescom: Rachel > FAQs
Rachel uses your FAQs to answer questions about your business: delivery, payment, returns, opening hours and so on.
- Open Rachel > FAQs.
- Add a question and its answer.
- Make sure it's approved. Rachel only uses approved answers.
Members can add and edit FAQs too, but their changes wait for an admin. The FAQ shows Waiting for an admin with the member's name until an admin presses Approve. If a member edits an answer Rachel was already using, Rachel stops using it until an admin approves the new wording. Admins see how many are waiting at the top of Notifications. A member can press Withdraw to take a suggestion back before an admin decides.
Delete FAQs
Admins can delete one FAQ with Delete, or tick several and press Delete selected. Delete all FAQs clears the whole list. It's hidden while you search or filter. Rachel stops using deleted answers straight away, and you can't undo it. Learned answers on the Improve tab aren't affected.
Tips
- One wording is enough. Rachel matches questions by meaning, so "Do you deliver to Kumasi?" and "can u send to kumasi" both find your delivery answer.
- Keep product facts out. Prices, stock, photos, colours, models and specs (like eSIM or storage) come from the Catalog. An FAQ that says a price or a colour will go out of date.
- Start small. The five standard questions are enough to go live. Rachel hands anything else to your team and suggests their replies as new answers.
- Say what you don't do. "We don't offer installments" is better than no answer, because Rachel won't guess.
To add many at once, upload your FAQ in any format: a Word or PDF file, a photo, a CSV or text from ChatGPT.