> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Use your existing FAQs

> Turn the FAQ page you already have into Brilo knowledge, so your agent answers common questions in the words your customers already use.

Your FAQ page is the single best thing you can give a new agent. It is already written in customer
language, it already covers the questions people actually ask, and it takes about ten minutes to get in.
If you only upload one thing before going live, upload this.

## Before you start

* An agent. See [Create your first agent](/agents/create-your-first-agent).
* Ten minutes.
* Your FAQ page, help centre, or the document your team pastes from when answering emails.
* You will be working in **Knowledge** in your workspace.

## Steps

<Steps>
  <Step title="Find where your answers already live">
    In order of usefulness: your FAQ page, your help centre, the canned replies your team sends, and the
    last month of customer emails. The last one is the most honest source, because it shows the questions
    people ask rather than the ones you expected.
  </Step>

  <Step title="Create an FAQ folder">
    Go to **Knowledge** and create a folder called "FAQs". Keeping it separate from prices and policies
    means you can update it without touching anything else. See
    [Organise material with folders](/knowledge/organise-with-folders).
  </Step>

  <Step title="Add the page or paste the text">
    Add your FAQ page by URL, or paste the questions and answers in as a note. Pasting is better if your
    page is buried in web design, because you control exactly what your agent reads.
  </Step>

  <Step title="Cut anything that will not work on the phone">
    Screenshots, tables of comparison, and "click here" instructions do nothing for a caller. Rewrite
    those as a sentence somebody can say out loud, or remove them.
  </Step>

  <Step title="Attach the folder and call your agent">
    Open your agent, go to **Knowledge**, select the FAQs folder, and save. Then ring your agent and ask
    it your five most common questions, in the words a customer would use. See
    [Test your agent yourself](/go-live/test-your-agent-yourself).
  </Step>
</Steps>

## You will know it worked when

You ask your agent the five questions your team answers most often, and it answers all five correctly
without you having written a single instruction about them.

## How to write an FAQ your agent can use

The format that works is plain question and answer pairs, one topic each:

```
Do you take walk ins?
We take walk ins on weekday mornings before 11am. Outside that, please book.

How much is a check up?
A standard check up is 60 pounds and takes about 30 minutes.

Do you see children?
Yes, from age three. Children under 16 need a parent or guardian present.
```

What makes the difference:

* **Ask the question the way a customer asks it.** "Do you take walk ins" beats "Walk in policy".
* **Answer in one or two sentences.** Your agent is reading this out loud to somebody on a phone.
* **Include the number.** Prices, durations, and ages are what callers ring for.
* **Add the questions you wish people did not ask.** Refunds, delays, complaints. Your agent handles
  those badly only because nobody told it how.
* **One answer per question.** Two answers that disagree is the main reason an agent hedges.

## What else you can do here

* Add your prices as their own folder, so you can update them without republishing your FAQ. See
  [Add a document or website](/knowledge/add-a-document-or-website).
* Write instructions for behaviour rather than facts, once the facts are here. See
  [Write what your agent says](/agents/write-what-your-agent-says).
* Look at what callers actually asked and feed the gaps back in. See [Pulse Score](/reports/pulse-score).
* Pull specific details out of every call so you learn what is missing. See
  [Pull the details out of every call](/reports/extract-call-information).

## If it did not work

**Your agent answers some questions but not others.** Those answers are not in the folder, or they are
buried inside a paragraph about something else. Split them into their own question and answer pair.

**It gives an old price.** The old price is still in a file somewhere. Search your knowledge for the
number and remove every copy. One authoritative source per fact. See
[Why it answered wrong](/knowledge/why-it-answered-wrong).

**It says it does not know, but the answer is in the FAQ.** Check the folder is attached to that agent in
its **Knowledge** tab, and that the file finished processing.

**Adding your FAQ page by URL brought in navigation and footer text.** Paste the content in as a note
instead, so your agent reads the answers rather than your menu.

**It answers correctly but at length.** Set **Answer Length** to **Concise** and shorten the answers
themselves. See [Give your agent a personality](/agents/give-your-agent-a-personality).

## FAQ

<AccordionGroup>
  <Accordion title="Can I upload my FAQ page to my Brilo agent?">
    Yes. Add the page by URL or paste the questions and answers in as a note, in a folder called FAQs,
    then attach that folder to your agent in its **Knowledge** tab. It is the highest value ten minutes
    you can spend before going live.
  </Accordion>

  <Accordion title="What is the best format for FAQ knowledge?">
    Plain question and answer pairs, one topic each, phrased the way customers phrase them, answered in
    one or two sentences. Skip screenshots, comparison tables, and anything that says "click here".
  </Accordion>

  <Accordion title="How many FAQs should I add?">
    Start with the ten your team answers most often, then add whatever callers actually ask that your
    agent could not answer. Growing it from real calls beats writing fifty up front.
  </Accordion>

  <Accordion title="Should FAQs go in knowledge or in my agent's instructions?">
    Knowledge. Instructions are for how your agent behaves, knowledge is for what it knows. Facts in
    instructions have to be rewritten every time a price changes. See
    [What your agent can learn](/knowledge/what-your-agent-can-learn).
  </Accordion>

  <Accordion title="Do I need to keep my FAQ page and my Brilo knowledge in sync?">
    If you added the page by URL, updating the page and re adding it keeps them together. If you pasted
    the text, they are separate copies, so pick one as the master and update the other when it changes.
  </Accordion>

  <Accordion title="Will my agent answer questions the exact way I wrote them?">
    Close, but not word for word. It answers in its own voice using your facts, at the tone and length
    you set. If specific wording is legally required, put that requirement in your instructions.
  </Accordion>
</AccordionGroup>

## Related

* [Add a document or website](/knowledge/add-a-document-or-website) for prices and policy documents
* [Organise material with folders](/knowledge/organise-with-folders) to keep FAQs separate
* [What your agent can learn](/knowledge/what-your-agent-can-learn) for what belongs in knowledge
* [Why it answered wrong](/knowledge/why-it-answered-wrong) for wrong or missing answers
* [Write what your agent says](/agents/write-what-your-agent-says) for behaviour rather than facts