Writing the perfect FAQ set for your AI assistant
Agentric Team ·
Your FAQ list is where the assistant's personality and competence come from. Twenty minutes writing good ones pays off on every single call. Here's how to do it well.
Where to find your real FAQs
Don't brainstorm from a blank page — mine your history:
- Your sent texts/WhatsApps — the questions you answered this month are your FAQ list.
- Your email replies — same thing, longer answers.
- The questions customers ask on jobs ("so do you cover…?", "what does that cost roughly?").
Ten to fifteen entries covers most businesses. You're not writing documentation — you're writing down what you already say.
Anatomy of a good FAQ entry
Question: phrase it the way a customer would — "Do you charge a call-out fee?" not "Call-out fee policy". Answer: exactly what you'd say, including numbers and boundaries:
✅ "Call-out is £95 for the first hour including diagnosis, then £60/hour. If you go ahead with a repair we take the call-out off the bill."
❌ "Yes, we have competitive call-out pricing."
Vague answers produce vague conversations. Specifics produce bookings.
The categories that matter
Pricing — the questions callers most want answered and owners most often dodge. Even "from £85, exact quote after diagnosis" works.
Scope — what you do AND what you don't: "we don't work on oil boilers" prevents a useless booking.
Logistics — parking, access, how to find you, what to have ready.
Policies — cancellations, guarantees, payment terms, insurance/registration.
Emergencies — "my pipe's burst" deserves a dedicated entry (with your escalation instruction).
Use free-text notes for the odd stuff
Anything that isn't a clean Q&A — "mention our Wetherby jobs are Wednesdays only", "Gas Safe number 512345" — goes in knowledge notes. It all goes into the assistant's context either way.
The feedback loop
Every week, skim transcripts and find the question it handled badly. Add the answer. Do this for a month and your FAQ set becomes genuinely comprehensive — and it keeps compounding from there.