FAQs and products
Add structured answers and catalog information that are easy to maintain.
Add structured answers and catalog information that are easy to maintain.
Use FAQs for canonical answers#
Create one FAQ per visitor intent. Write the question in language customers use and keep the answer complete without relying on another FAQ.
Use products for catalog facts#
Products are appropriate for a named offer with fields such as description, price, availability, or link. Keep transactional facts current and avoid promising inventory or delivery unless your source is updated reliably.
Avoid duplication#
Do not maintain the same price in a note, FAQ, page section, and product record. Choose one canonical source and link or refer to it elsewhere.
Verify customer-facing behavior#
After a change, ask the agent the FAQ in multiple phrasings and confirm the product link and price are correct.