Frequently Asked Questions - Adding feedback and FAQs
Last updated
Last updated
Q: Is there a way to provide AI feedback without it turning into a new FAQ?
By default, any feedback you provide on an AI generated answer creates a new FAQ. This FAQ helps the AI respond better to similar questions in the future.
If your feedback is a general instruction rather than a specific correction, you should add it directly to the AI’s Answering Guidelines. Guidelines serve as broad instructions instead of specific FAQs. For example, if you want the AI to always greet users at the start of a conversation, add this as a guideline rather than as an FAQ.
Q: How can we keep FAQs updated when our documentation changes frequently (weekly or more)?
Currently, keeping FAQs updated is a manual process. When reviewing conversations, you’ll see the exact FAQ used by the AI as the source for each answer. If you notice an outdated answer, you can directly click on the relevant FAQ and edit it to reflect the latest information.
Q : Can FAQs include media (GIFs, images, etc.) so the AI can send rich replies?
Yes, in the answer feedback, you can suggest adding relevant images or GIFs. The AI will incorporate these into the FAQ it generates. You can review the generated FAQ, and if the AI hasn’t included the media you intended, you can manually add the media URL by editing the answer.
Q : In the dashboard, are FAQs sorted by created date or last‑modified date?
FAQs are sorted by last-modified date.
Q : Can we assign an FAQ ID/number so each entry is easy to spot without reading the whole text?
Currently, this feature is not available.
Q : Is there a way to bulk‑export all FAQs (or just their links) to CSV/Excel for offline review?
Not directly through the Alhena dashboard, but you can contact the Alhena support team, and we'll provide you with a CSV containing all FAQs.
Q: How does the FAQ system handle “hints” — answers that point to an article rather than contain the full instructions?
When providing feedback on an answer, you can include the title of the article you'd like the AI to reference. The AI will then review the referenced article when generating the FAQ.
Q : What exactly is the Answer field in an FAQ? Is it conversation‑specific, or does it become a global reply once saved?
Once saved, the Answer field becomes a global reply. During the initial FAQ creation, the AI considers the specific conversation context, but after saving, the answer is conversation-agnostic and available globally.
Q: I provided the same answer for two questions. Why is it flagged as conflicting?
The AI flags FAQs as conflicting when they are very similar. You can keep both, but it's better to keep just one. This makes it easier to manage. If you need to update the answer later, you won't have to change it in multiple places.
