Skip to main content

Knowledge & Replies

This covers the two kinds of saved answers: FAQs, which the AI retrieves to answer customers, and canned responses, which your agents reuse by hand. They serve different audiences — one automates the reply, the other speeds up a human — and the Copilot manages both.

AudienceUsed by
FAQThe customerThe AI, automatically
Canned responseThe agent (drafting a reply)A human, on demand

FAQs​

Add, update, or check the business knowledge-base answers the AI draws on — including fixed "if the customer says X, reply Y" rules for questions that must always be answered a specific, approved way.

"Add an FAQ: our return window is 30 days." "When customers ask about COD availability, tell them it's available above ₹500." "Update the shipping-time FAQ to say 5–7 business days." "Add a fixed reply for warranty questions pointing to the registration page."

Keep FAQ answers specific and approved — the AI uses them verbatim as its source of truth, so a vague or outdated entry becomes a vague or outdated customer reply. Review them whenever a policy, price, or product detail changes.

The FAQ prompt (business prompt)​

Separate from the entries themselves, there's an optional FAQ prompt — a short description of which topics should always be answered from the knowledge base (for example, "returns, refunds, warranty, shipping timelines, and store policy"). It's set once for the business, not per FAQ. When a customer's message touches those topics, the AI is required to search the knowledge base first instead of answering from general knowledge. Leave it blank to let the AI decide on its own. See Knowledge Base (FAQs) for the full explanation.

Canned responses​

Agent-facing saved replies and macros — the canned responses a human can drop into a reply while handling a ticket. Unlike FAQs, these aren't sent automatically; an agent chooses them.

"Save a canned response for asking the customer to share a screenshot." "Add a canned reply that apologizes for a delayed delivery and asks for the order id." "Create a macro for confirming a refund has been initiated."

Which one to use​

  • If the AI should answer the customer directly and consistently → FAQ.
  • If a human agent needs a reusable, ready-to-send reply → canned response.
  • If you're pasting mixed content — some policy facts plus flow-style instructions — the Copilot will split the facts into FAQs and the instructions into flows, so ask for both in one go.