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FAQs

FAQs are hand-written question/answer pairs. Wallu checks them first, so a matching FAQ always wins over documents - which makes them the most predictable source and ideal for answers that must be exact (or to override what a document says).

Not sure you need FAQs?

Wallu's document search is very accurate, so you don't have to write an FAQ for every question. If you mostly want to keep answers easy to update, a #wallu-knowledge channel or an imported website is usually less work. Use FAQs for the handful of answers that need exact wording.

FAQS - Youtube Tutorial​

Adding FAQs​

  1. Go to the FAQs page in the admin panel and find the Add a new FAQ form.

  2. Type an example question in the Questions (one per line) field. Wallu's AI will match this question to the user's question. Put each different phrasing on its own line.

  3. Type the answer in the Answer field.

  4. Click Save

    Screenshot of the Add a new FAQ form in the Wallu admin panel with two questions about refunds, one per line, and a short answer with a link

  5. Go to the Discord channel and ask the question you just added. Wallu should answer with the answer you added.

    • If Wallu is not answering, test !wallu to see that it can read and send messages. It may also say why it's not answering your question.

  6. You can now try paraphrasing the question and see if Wallu can still answer it. E.g., "How to add a FAQ?" -> "how can I add new FAQs?"

  7. Make sure Advanced FAQ AI is enabled to make Wallu better at understanding questions. It may take a few seconds to process.

FAQS - Best Practices​

  • Start with common questions that your users already ask frequently. You can always add more FAQs later.
  • Use full sentences as example questions. This helps Wallu understand the context better.
  • Use links in the answer to link to your web page that contains the details. For example, your plans page if the question is about pricing.
    • This way the answer will not get outdated, for example, if you change your pricing.
    • Linking to a page will more likely answer any follow-up questions you otherwise did not think of.
  • Don't over-complicate it and don't try to make it too smart.
    • Simple questions and answers or links to more information are usually better than trying to make it too smart.
    • Don't try to cover every possible question. It's best to start with the most common questions you already get.
  • Add multiple questions for better coverage. Even though the AI is good with synonyms, it's beneficial to list multiple different questions.
    • For example, "do you offer refunds?" and "where do I request a refund?". However, no need to list too similar questions like "where can I track my order?" and "how can I track the order?".

FAQS - Advanced Tips​

  • Use to create commands: You can add "!pricing" as the question and staff can use this command as a shortcut to trigger the answer.
  • Markdown: You can use markdown in the answer field to make the answer look better. For example, you can use **bold** to make text bold.
  • Markdown links: You can use markdown links to link to other FAQs or documents. For example, [example link](https://example.com) will create a link to this FAQ.
  • Link channels: You can mention channels either by just using #channel or by using <#channel-id>
  • Exact match text: You can use quotes to exactly match specific text. For example, what does error "404" mean? will only match the question with the " 404" text.
  • Images and files: Upload a file on the File Attachments tab and paste its <attachment id="..." alt="..."> tag into the answer - Wallu then sends the screenshot or PDF along with it. See Data, Files & Bulk Tools.
  • Mass editing: You can edit multiple FAQs at once here, and import a whole page of documentation as FAQs at once.
  • Changing minimum confidence: You can increase (if it answers too often) or decrease (if it answers too rarely) the minimum confidence for each FAQ. However, we recommend keeping the default minimum confidence.
  • Verified answers: when an FAQ matches directly, Wallu sends your answer as written and tags it Verified✓ (editable on the Messages page).
  • FAQ limit: your plan sets how many FAQs you can have. If you're at the limit, move the long-tail answers into a document - there's no per-question limit there.
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