FAQs
Write your official answers on payment, cancellation, documents and other recurring questions, and the AI agent answers with them in the customer's dialect.
When a customer asks "Can I pay in installments?" or "Do you refund if I cancel?", the AI agent doesn't guess. It looks in your active FAQs and answers with your wording, rephrased in the customer's dialect.
Open FAQsAdding a question
Pick a category
General, Payment, Cancellation & refunds, Documents, Visas, Booking, Other. The category groups questions on the page and helps the agent find the answer faster.
Write the question and answer
- Question: the way customers ask it, e.g. "Can I pay in installments?".
- Answer: clear and short, e.g. "Yes, pay 50% upfront and the rest in two installments before departure."
Leave it "Active" and save
The agent starts using the answer right away.
Organizing questions
- Questions are grouped by category, and a counter at the top shows how many are active out of the total.
- The switch next to each question turns it on or off. The agent ignores stopped questions, but they stay saved.
- Move up and Move down reorder questions within a category. Put the most important ones first.
- Click a question to edit or delete it.
They show on your public page too
If the FAQ section is visible on your public page, your active questions appear there in the same order.
Good answer or not?
The agent says what you wrote, so a vague answer becomes a vague reply.
These examples are for illustration only. Write your real policies and numbers.
Tips
- One answer per question. If you have two different policies (say, Umrah cancellation vs. tour cancellation), make two clear questions.
- Use numbers and timeframes. "Within 3 working days" beats "as soon as possible".
- Don't repeat packages and services. Package prices and visa documents belong in Packages and Services. FAQs are for general policies.
- Focus on what matters. The agent reads up to 60 active questions in order, so stop old ones nobody asks anymore.
- Review conversations weekly. If the agent handed a chat over because it had no answer, add that question here.
- Write in plain language. The agent rephrases it in the customer's dialect on its own, Egyptian, Gulf or otherwise.