➤ Product: OfficeRnD Flex with the AI Hub add-on
➤ Who: Any user role with access to AI Hub
➤ Where: Admin Portal, under AI Hub > Training > FAQs
➤ Availability: AI Hub is a paid add-on
When a prospect asks your Sales Agent something that isn't in its knowledge base, it either guesses at an answer or hands the conversation off to a person, even for something you could answer in one line. The FAQs table lets you add, edit, and delete the questions and answers your agent draws on, so you can close that gap the moment you spot it, without exporting or editing a CSV. Changes save immediately, and the agent starts using them on its very next reply.
FAQs live in AI Hub > Training, alongside your agent's other training material like Guidance and Inventory. Bulk changes are still available through Import FAQs and Export FAQs, but adding, editing, or removing a single entry doesn't require touching a file.
Add a new FAQ
Add FAQ sits in the toolbar above the FAQs table, next to Import FAQs and Export FAQs, so you can create an entry without opening any existing row first. Alternatively, you can batch import FAQs →
Go to AI Hub > Training > FAQs.
Select Add FAQ in the toolbar.
Enter the Question and Answer. Both are required.
Optionally, set Category, Location, Product Type, and Audience.
Click Save.
The new FAQ appears in the table immediately, and the agent can reference it right away.
Leave Location blank to apply the FAQ to all locations.
Select one or more values under Product Type, or leave it set to All, to apply the FAQ across every product type.
Set Audience to All, Members, or Prospects to control who the agent uses this answer for.
Tip: Before adding a new FAQ, check whether a similar question already exists for that location or product type. The table doesn't block duplicate questions, so near-identical entries can make it harder to tell which answer the agent is actually using.
Edit an FAQ
Adding an FAQ covers new questions, but you'll need to update existing answers as your inventory, pricing, or policies change. Editing lets you update any field on an existing FAQ directly from the table, without recreating the entry.
Each row in the FAQs table has its own edit and delete icons under Actions.
Go to AI Hub > Training > FAQs.
Find the FAQ you want to update and select the edit icon for that row.
Update the Question, Answer, Category, Location, Product Type, or Audience as needed.
Select Save to apply your changes, or Cancel to close the form without saving.
The row updates in place, and the agent uses the new answer immediately.
Note: The edit form also includes a Delete option, so you can remove the FAQ without closing the form first. Selecting it opens the same confirmation dialog described below.
Delete an FAQ
Not every FAQ stays relevant. When a question no longer applies, for example after a policy or amenity changes, you can remove it directly from the table or from within its edit form. Both paths go through the same confirmation step before anything is removed.
Go to AI Hub > Training > FAQs.
Select the delete icon for that row under Actions (or select Delete from within the edit form).
In the confirmation dialog, select Delete to confirm, or Cancel to keep the FAQ.
Important: Deleting an FAQ is permanent. Once you confirm, the agent stops using it as a reference source right away, and there's no way to undo the deletion. If you need it back, you'll have to re-add it manually.
Best practices
Use Location and Product Type to scope an FAQ precisely instead of creating several near-identical entries, one per location or product.
Check an FAQ's Category, Location, and Product Type before deleting it. If you're not sure whether it's still needed, edit the answer instead of removing the entry outright.
For one-off changes, edit or delete directly in the table. For changes across many entries at once, export the FAQs, make your edits, and re-import the file.
FAQs
Can I undo a deleted FAQ?
No. Deleting an FAQ is permanent once you confirm it in the dialog. To bring the question back, you'll need to add it again as a new FAQ.
What happens if I leave Location or Product Type blank on an FAQ?
The FAQ applies more broadly. An FAQ with no Location applies across all locations, and an FAQ with no Product Type (or set to All) applies across every product type.
Can I bulk edit or bulk delete FAQs from the table?
Not directly. The table supports adding, editing, and deleting one FAQ at a time. For bulk changes, use Export FAQs, make your edits in the file, and use Import FAQs to bring them back in.