6. Use suggested FAQs

Suggested FAQs help you turn useful team replies into knowledge for future customers. Review them carefully: an answer that was right for one customer may not describe your general policy.

Open Knowledge → Suggested FAQs for the relevant base. Staff can view suggestions; an Admin approves or rejects them.

Suggestion sources

Converso can propose a question-and-answer pair after a conversation that was handed off by AI is closed. It uses the human part of the thread and associates the suggestion with the workspace's knowledge base. Generation is asynchronous and subject to eligibility and daily limits. A closure does not guarantee a suggestion, and a recorded generation attempt prevents repeated generation for the same conversation.

The three FAQ routes serve different needs:

• Suggested FAQ: a proposed answer awaiting review, not an active source.
• Manual FAQ: a question and answer you add yourself.
• Imported FAQ: an entry added from a spreadsheet.

Check suggestions for personal information, missing context and one-off exceptions before making them available to the agent.

Review and approval

1. Select the correct knowledge base and open Suggested FAQs.
2. Read the proposed Question and Answer.
3. Check the answer against the policy owner or authoritative source.
4. Edit out personal information, exceptions and unsupported promises.
5. Select Approve to create a FAQ source, or Reject to remove the suggestion from the pending list.
6. After approval and processing, test a related question.

Approval creates a new FAQ source. Do not assume that a similar existing FAQ will automatically be merged or replaced. Search Sources for duplicates and retire conflicting answers yourself. Once approved, manage availability through the resulting source's Active switch or deletion action.

Review example

A human told a customer, “We can make an exception and collect your bike on Friday.” A proposed FAQ that says all repairs include Friday collection would be misleading. Reject it unless collection is an approved general service. If the policy instead supports collection by arrangement, rewrite the answer to the precise published conditions before approval.

Credits and limits

Generating a suggestion or approving its FAQ does not add a separate credit charge. Generation still has business-wide limits and may be skipped when credit eligibility is unavailable. Approval also follows FAQ creation limits and storage capacity.

Related guides: Sources, Test responses, Credits, Permissions.