Prepare FAQ documents for your website chatbot
Start with answers you can share with customers, rather than uploading every document. Turn recurring questions into clear question-and-answer pairs, then test them before publishing.
1. Select information customers may see
A website chatbot is a customer-facing channel. Do not upload internal policies or documents containing customer personal information without reviewing them.
- Choose public opening hours, instructions, prices and contact procedures.
- Resolve conflicting answers and keep the currently applicable information.
- Track effective dates and document owners in a separate register. Do not add custom management columns to the FAQ template.
2. Write one question and answer per row
The axi-live FAQ Excel template uses .xlsx files. The first two columns in row one are question and answer. Content starts in row two. Use the FAQ template provided in the console.
- Write questions in the words customers use, such as “Are you open on Saturdays?”
- Include conditions and exceptions. Explain when and how something is available rather than simply saying yes.
- Rows with an empty question or answer are skipped during import. Check for blanks before uploading.
- FAQ and table-lookup Excel files use different formats. Convert a price table into question-and-answer pairs before using the FAQ format.
3. Test three kinds of questions
Document-based answers are not guaranteed to be correct. Compare actual responses with an answer checklist before making the chatbot public.
- Ask questions directly covered in the document and check times, conditions and amounts.
- Rephrase the same question, for example “When do you close?”
- Ask questions the document does not cover, such as refund exceptions or individual order status, and check that the chatbot does not make unsupported commitments.
- Test staff handoff and contact collection when staff are unavailable, on both desktop and mobile.
4. Update documents and test cases together
Keep the question, expected answer, actual answer and review date in a separate checklist so you can repeat the same checks after changes.
- Review conversation history for recurring unanswered questions and add answers that may be shared publicly.
- When hours or prices change, remove conflicts with outdated material.
- Retest after updates and arrange for staff to review important inquiries.
Fictional example: facility FAQs
These fictional facility examples illustrate how to write FAQs. They are not axi-live opening hours or customer case studies. In Excel, put the question in the question column and its answer in the answer column.
Are you open on Saturdays?
This fictional facility opens on Saturdays from 10 AM to 5 PM. Please check with staff about public holidays.
Can I change my booking time?
Booking changes require confirmation from staff. Chatbot guidance does not confirm a change. Please send staff your preferred date and time.