FAQ

When a caller asks something your receptionist can’t find in its knowledge base, it saves the question for you to answer. Answering these questions is the most direct way to improve your receptionist.

Reviewing questions

Unanswered questions appear in the Inbox under Needs attention, with the conversation they came from. They also appear in Needs your attention on the Home page.

Answering a question

Open the conversation and select Teach receptionist on the question. Write an answer of up to 2,000 characters in Your answer and select Save answer. Your receptionist uses the answer in future conversations. The caller is not notified.

If a question doesn’t need an answer, select Skip to move it out of Needs attention. Select Bring back to answer it later.

Managing answers

Answered questions are listed in Business knowledge under Learned from calls. Open your business page from the sidebar, select the Business knowledge card on the Overview tab, then select Learned from calls. Select an answer to edit it, or select Delete answer to remove it. Deleting an answer also removes the question from your inbox.

Your receptionist uses your 50 most recently updated answers. Your workspace can store up to 200 questions.

Best practices

• Review weekly: don’t let unanswered questions pile up.
• Be specific: “Our return policy is 30 days with a receipt” is better than “We have a return policy.”
• Spot patterns: if the same question comes up often, add it to your website or upload a document so it’s part of your knowledge base.