The most powerful thing you can do when setting up your AI agent is give it the answers to your most frequently asked questions. This single step eliminates the majority of your daily messaging work. Here's a comprehensive breakdown of what to include — covering both universal categories and industry-specific variations.
Before writing anything, do a quick audit. Scroll back through your last 2 weeks of Instagram DMs and WhatsApp conversations. Make a list of every distinct question you answered. Some will appear 20 times; others might appear once. Focus on the ones that repeat most.
If you've been in business for a while, you already know your top 10 without looking. Write them down first, then check your messages for anything you forgot.
Not every question should be answered by the AI. Configure your agent to pass these to you directly:
For each question, write a clear, complete answer. Example:
Q: Do you deliver?
A: Yes, we deliver within [city] and surrounding areas within 20km. Delivery fee is $5 for orders under $50 and free for orders over $50. We deliver Tuesday–Saturday, typically within 24–48 hours of order confirmation.
This level of specificity is what makes your AI agent genuinely useful. Vague answers lead to follow-up questions; specific answers close the loop.
Your FAQ list should grow as you learn what your customers ask. After each week with your AI agent running, review conversations for new questions it couldn't answer. Add those to the knowledge base. Over time, you'll have a comprehensive FAQ that covers almost everything your customers ask, and your AI agent becomes increasingly capable with less intervention from you.
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