Skip to main content

FAQs Knowledge

FAQ cards are best for common caller questions that need consistent answers.

Add One Question Per Card​

Each FAQ card should include:

  • question
  • answer
  • keywords or alternate phrases
  • behavior
  • active status

Example:

Question: Do you accept walk-ins?
Answer: Walk-ins are welcome when a staff member is available, but appointments are recommended.
Keywords: walk-in, appointment, available today
Behavior: Answer
Active: On

Write For The Phone​

Callers hear the answer out loud. Keep answers short and natural.

Good:

Yes, we accept walk-ins when a stylist is available. For guaranteed service, we recommend booking an appointment.

Too long:

Walk-in service availability is dependent upon operational staffing dynamics and schedule constraints.

When To Use Take Message Or Transfer​

Use Take message when the answer depends on staff review. Use Transfer when the question should go directly to a person and your transfer phone is verified.

Maintain FAQs​

Review FAQs after listening to real caller questions in call history. Add new cards for repeated questions.