Update Your FAQ Articles: Public, Internal, and Unlisted

Your FAQ articles are often the first place the AI looks when answering customer questions. This includes not just your public FAQ, but also internal articles visible only to your team and unlisted articles accessible via direct link. Keeping all of these articles optimized ensures the AI has access to accurate and comprehensive information.

Why internal and unlisted articles matter

Internal and unlisted articles can be valuable AI knowledge sources, not just public ones. Internal articles may contain detailed troubleshooting steps, edge case solutions, or technical background that helps the AI provide more accurate answers. Unlisted articles may include draft content, seasonal information, or specialized guides for specific customer segments.

Within Re:amaze, you can choose whether to allow the AI to use unlisted articles when generating responses. Regardless of your current settings, it is worth ensuring all your content is AI-friendly since your needs may change over time.

Write one clear answer per article

The AI performs best when each FAQ article addresses one specific question or topic. If you find yourself covering multiple distinct issues in a single article, consider splitting it into separate articles. An article titled "Account and Billing Issues" that covers password resets, subscription changes, and invoice questions should probably be three separate articles.

This focused approach makes it easier for the AI to match customer questions with the right content and provide precise answers.

Use the question as your article title

Your FAQ article title should reflect the actual question customers ask. "How do I reset my password?" is more effective than "Password Help" or "Account Access." When customers ask questions in natural language, the AI can more easily match their phrasing to articles with question-based titles.

Review your support conversations to identify how customers actually phrase their questions and use that language in your article titles.

Structure answers for quick scanning

Start with the most direct answer in your first paragraph. If someone asks "Do you offer refunds?", begin with "Yes, we offer full refunds within 30 days of purchase" rather than providing background context first.

After the direct answer, provide additional context, exceptions, or related information. Use headings to break up longer articles so the AI can quickly locate specific details.

Include step-by-step instructions when relevant

When answering how-to questions, use numbered lists to provide clear step-by-step instructions. For example:

1. Navigate to Settings in your account dashboard.
2. Select Subscription in the left sidebar.
3. Select Cancel Subscription at the bottom of the page.
4. Confirm your cancellation when prompted.

Include any important notes or warnings before or after the steps, such as "Note: Cancellation takes effect at the end of your current billing period."

Keep content current and archive outdated articles

Review your FAQ regularly and update answers when your product, policies, or processes change. If an article becomes outdated and has no replacement, unpublish it rather than leaving incorrect information the AI might reference.

For seasonal or temporary content such as holiday shipping schedules, either update it each year or clearly indicate the time period it applies to. "2024 Holiday Shipping Schedule" is clearer than "Holiday Shipping," which might contain outdated dates.

Link to related articles

When your answer mentions topics covered in other articles, link to them using descriptive link text. "Learn how to update your payment method" is clearer and more useful for both customers and the AI than generic phrases like "click here."