Teach the Front Desk your answers

The Front Desk answers from what you give it: your answers, your notes and policies, your products' descriptions, your opening hours and delivery details. Questions it could not answer wait for you, and your answer is used next time.

Before you start

• You need to be the owner or a manager.
• The knowledge sections show only when the Front Desk is set up for your organisation.

Steps

1. Open Inbox → Front desk settings.
2. Under Your answers (FAQs), type a Question and its Answer on each row. Select Save.
3. Under What customers ask → Notes and policies, give a note a Title and a Text, for example "Returns" and your return rules in your own words. Select Save the notes.
4. Read Questions your AI could not answer. Each shows how often it was asked and when last.
5. To answer one, type your answer in its box and select Answer. It becomes one of your answers.
6. Select Dismiss for a question you do not want to answer, or Reopen to bring one back.
7. Under Try a question, type What a customer might ask and select Show what it reads. You see the parts of your information the Front Desk would use.

What it remembers

The Front Desk keeps a short summary of each customer's earlier conversations: their preferences, open questions, order numbers and dates. It never keeps card numbers, passwords or codes. Your team sees it on the conversation under What your AI remembers about this customer, and the owner can select Forget what it remembers.

Goals

Under Goals you choose which next step the Front Desk may invite a customer to: ordering online (Commerce), Book on the booking page, Join the stamp card, Leave a review (with Your review page) or A call back from the team. It offers one invitation at a time, never twice in a row, and not again for two weeks after a customer says "not now". It adds your own link itself.

Good to know

• Prices are never part of its knowledge. Prices, stock and opening hours come live from your records.
• Every reply is checked before it goes: no links other than yours, no claim to be a person, no asking for card numbers or passwords, short and with one question at most. A reply that still breaks a rule after one repair is not sent; the conversation goes to your team.
• You can keep up to 60 answers and 40 notes.
• There is no reordering of notes or answers.
• Longer sources. To give the Front Desk a web page or a document, or to choose who may read a text (everyone, verified customers or staff only), use the Knowledge page. See manage what the Front Desk knows.
• Related: choose how the Front Desk answers.