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Configure FAQs for the AI CSR

Maya’s FAQ editor is at /receptionist/settings/faq. Every FAQ you mark Active becomes a citable source Maya uses on calls — she quotes from them directly rather than guessing. This article explains how to add FAQs, manage their states, and work with the AI-suggested drafts Maya writes for you.

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Before you start

  • You need Admin access in Servinix.
  • Use a desktop browser — the page displays “Open on desktop to edit FAQs” on mobile.
  • Complete AI CSR onboarding Step 3 (Review your FAQs) to integrate this into the onboarding flow, or access the editor directly at any time from the AI CSR settings.

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FAQ states

The editor organises FAQs into three tabs:
TabMeaning
ActiveLive in Maya’s knowledge base. Maya uses these on calls.
DraftsFAQs Maya has written for you based on call patterns, waiting for your review.
ArchivedRemoved from active use but kept for reference.
The page header shows the count in each tab (for example: Active (16), Drafts (6) — Maya wrote these for you, Archived (1)).

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Add a FAQ manually

  1. Go to AI CSR in the left sidebar, then select Settings → FAQs, or navigate directly to /receptionist/settings/faq.
  2. Click Add FAQ.
  3. Enter a question and a corresponding answer in the fields provided.
  4. Save. The FAQ appears in the Active tab immediately.
To find an existing FAQ, use the search bar (placeholder: Search FAQs — press / to focus). Press the / key from anywhere on the page to jump to the search field.

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Review AI-suggested drafts

Maya automatically writes draft FAQs based on questions she heard on calls but could not answer. These appear in the Drafts tab.
  1. Open the Drafts tab.
  2. Read through each draft. Use the keyboard shortcut k / j to step through drafts without clicking.
  3. For each draft, choose an action:
    • Keep — Moves the draft to Active as-is.
    • Edit — Opens the draft for editing before activating.
    • Delete — Removes the draft permanently.

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Edit or archive an existing FAQ

  1. Find the FAQ using search or by browsing the Active tab.
  2. Click Edit to update the question or answer text. Changes auto-save when you click away.
  3. Click Delete to remove it. Deleted active FAQs move to Archived.

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Result / verify

After adding or activating FAQs, call Maya using the test call feature to confirm she cites the new answers correctly. If a question goes unanswered on a call, it appears in the Maya Asks queue — use that queue to identify gaps and fill them.