Every question your agent cannot confidently answer from your FAQ table is a question that gets handed off to your team. For straightforward things like parking, pet policies, or amenities, that hand-off is avoidable.
The FAQ table gives the agent the space-specific details it needs to handle those questions on its own. The more complete your FAQs, the fewer conversations your team needs to pick up manually.
In this article:
Understand how the FAQ table works and what each column does
Fill in your FAQs using the correct format
Use Location and Product Type columns to handle policies that differ by site or membership
Import and export your FAQ data
How the FAQ table works
The sales agent uses your FAQ table as its primary reference when answering lead questions. When it finds a match, the agent responds using your answer, with minor phrasing adjustments to keep the conversation natural. The meaning is preserved.
If no matching FAQ is found, the agent falls back to its general guidance or hands off, depending on your Hand-Off Rules.
Write clear and complete answers. The agent rephrases them slightly but does not add missing details. If your answer is vague, the agent's response will be too.
FAQ table columns
Column | Required? | What to put here? |
Question | Required | The customer-facing question, written in full sentence form. |
Answer | Required | A concise, accurate response. Include any conditions or exceptions that apply. |
Category | Not required | A label to group similar questions (for example, Amenities, Transport, Billing, Operations, Pet Policy). |
Location | Not required | The specific site or group of sites this answer applies to. Use when the answer differs by location. |
Product Type | Not required | The membership or product this answer applies to (for example, Hot Desks, Dedicated Desks, Private Office, Meeting Rooms, Virtual Office, or All). |
Audience | Not required | Define who can see the FAQ:
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Fill in your FAQs
To add FAQs to your Sales AI Agent:
Open the Flex Admin Portal and go to AI Hub > Training > FAQs.
Click Import FAQs.
Click Download CSV File to download the file where you must add your FAQs.
Add your FAQs and their answers to the file. Don't change or reorder the columns.
In the dialog in the Admin Portal, click Upload, then upload the file containing the FAQs.
Importing overwrites all existing FAQs. There is no partial import.
Before importing, export your current FAQs and keep a copy.
If the import contains errors, you will need that backup to restore your data.
Click Import.
Best practices
Write questions the way a lead would ask them.
Short, specific, natural phrasing produces better matches than formal or technical wording.
Be specific in your answers.
Include conditions, exceptions, and any details a lead would need to act on the answer. The agent does not add information you leave out.
Use consistent question wording across locations and product types.
If the same question has different answers depending on location or membership, repeat the question exactly and vary only the answer. The agent uses Location and Product Type to serve the right one.
Use Location and Product Type columns whenever policies differ.
If parking is available at 3 of your 4 locations, add a separate row for each location rather than writing a combined answer that creates ambiguity.
Check content and information before saving.
The agent reflects whatever you write. Errors in your FAQ table appear in the agent's responses.
Handle location-specific and product-specific answers
When the same question has different answers depending on location or product type, add a separate row for each variation. Keep the question wording identical across rows and change only the answer, Location, and Product Type fields.
The agent matches the incoming inquiry to the most relevant row based on the lead's location and the product they are enquiring about.
Example
The table below shows how a single question can yield different answers across locations and product types, even with consistent question wording.
Question | Answer | Category | Location | Product Type |
Is the space pet-friendly? | Yes. Well-behaved dogs are welcome within your private office space. | Pet policy | (leave blank to apply to all locations) | Private Office |
Is the space pet-friendly? | Dogs are only allowed within private office spaces. Hot desk and dedicated desk areas are kept free from pets to be mindful of other members. | Pet policy | (leave blank to apply to all locations) | Hot Desks, Dedicated Desks |
Is parking available? | On-site parking is available by pre-booking. Several public car parks are also nearby. | Transport | City A | All |
Is parking available? | There is no on-site parking at this location. Discounted daily parking is available at a nearby public car park, arranged by the on-site team. | Transport | City B | All |
Are meeting rooms included? | Meeting rooms are bookable at an additional cost via the website or through the on-site team. | Amenities | (leave blank to apply to all locations) | Hot Desks |
Are meeting rooms included? | Yes. Dedicated desks include 2 hours of free meeting room credits per month. Additional time can be booked via the website, member portal, or member app. | Amenities | (leave blank to apply to all locations) | Dedicated Desks |
Importing and exporting FAQs
If you manage a large number of FAQs or want to update them in bulk, use the Import and Export options in the FAQs tab.
Export downloads all your current FAQs as a CSV file. Use this to back up your data or edit in bulk outside the Admin Portal.
Import replaces all existing FAQs with the content of the uploaded file.
Importing overwrites all existing FAQs. There is no partial import. Before importing, export your current FAQs and keep a copy. If the import contains errors, you will need that backup to restore your data.
Frequently asked questions
The agent gave a wrong answer even though I had the correct one in the FAQ table. Why?
Check that the Location and Product Type fields on that row match the lead's inquiry. If those fields are blank or set to a value different from what the lead enquired about, the agent may not have matched to that row. Also, check for duplicate rows with conflicting answers for the same question.
Can I add FAQs that cover multiple product types in a single row?
Yes. Set the Product Type field to 'All' if the answer applies to all membership types, or list the relevant types, separated by commas, if it applies to more than 1 but not all.
How many FAQs can I add?
There is no limitation to the number of FAQs you can add.
Does the agent use the FAQ table for follow-up emails as well as first responses? Yes. The agent draws from the FAQ table throughout the conversation, not just in the first reply.