The Business FAQ is the list of facts the AI Receptionist uses to answer callers' questions: your diagnostic fee, the brands you service, where you don't go. The more specific the facts, the fewer "I'll have someone call you back" answers.
Callers never see this list. It's reference material the receptionist reads during every call.
Before you start
- Owners and admins can edit the FAQ.
- If you ran the setup wizard with your website, it may already have facts it found there.
Open the FAQ tab
Go to Settings → Phone → Receptionist and click the FAQ tab. Click Business FAQ to open it. The line underneath shows how many facts are saved.
Add one fact per line
Type a fact in each line. Click Add fact for another line, and use the remove button beside a line to delete it.
Examples:
We charge $89 for a diagnostic visit, waived if we do the repair.
Brands we service: Trane, Lennox, Carrier, Goodman, Rheem.
We service the Phoenix metro within 25 miles of our shop.
We don't service mobile homes.
After-hours emergency visits are time-and-a-half.
All new system installs come with a 10-year parts warranty.
Save
Click Save FAQ. The next call uses the new facts.
What makes a good fact
| Good | Why |
|---|---|
| Specific | "$89 diagnostic, waived on repair" beats "reasonable diagnostic fees". |
| One idea per line | Easier for the receptionist to find and quote. |
| Something callers actually ask | Prices, brands, areas, warranties, holiday closures. |
| Leave out | Why |
|---|---|
| Internal details (vendor pricing, staff matters) | The receptionist may repeat anything on the list to a caller. |
| Short-lived promotions | Easy to forget to remove once they end. |
| Your opening hours | The receptionist already reads them from Settings → Hours & Licenses. |
The whole FAQ can be up to 4,000 characters.
When a caller asks something that isn't in the FAQ
The receptionist is told not to invent answers. It takes down the question so your team can call back, and you can read exactly what was asked in the call's transcript in Conversations → AI. If the same question keeps coming up, add the answer to the FAQ.
Also on the FAQ tab
| Item | What it's for |
|---|---|
| Business hours | Link to where your hours are set. |
| Change history | Who changed the greeting, FAQ, voice and other receptionist settings, and when. |
| Caller data rights | Look up everything held about a caller, or delete it when they ask. |
| Recording retention | How long recordings of the receptionist's calls are kept before automatic deletion. |