> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure FAQs for the AI CSR

> Manage Maya's FAQ knowledge base at /receptionist/settings/faq, including adding FAQs, editing Active/Draft/Archived states, and AI-suggested drafts.

# 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.

## 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.

## FAQ states

The editor organises FAQs into three tabs:

| Tab          | Meaning                                                                        |
| ------------ | ------------------------------------------------------------------------------ |
| **Active**   | Live in Maya's knowledge base. Maya uses these on calls.                       |
| **Drafts**   | FAQs Maya has written for you based on call patterns, waiting for your review. |
| **Archived** | Removed 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)).

## 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.

## 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.

## 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**.

## 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.

## Related

* [AI CSR onboarding](/ai-assistant/setup/ai-csr-onboarding)
* [Review Maya Asks](/ai-assistant/using-the-assistant/review-maya-asks)
* [Configure Maya settings](/ai-assistant/setup/configure-maya-settings)
* [AI CSR call quality is low](/ai-assistant/ai-assistant-troubleshooting/ai-csr-low-quality-scores)