Add Conversation Records to FAQ

Turn questions customers actually asked in AgentOps conversation records into FAQs and save them to the knowledge base with one click

What problem does this feature solve?

When reviewing an AI assistant's conversation records, one of the most common findings is: “Customers keep asking this question, but the AI does not answer it well.” Previously, fixing this required copying the question and answer, switching to the knowledge base page, and manually creating an FAQ. Switching back and forth could easily interrupt your monitoring workflow.

Now, you can click Add to FAQ directly from a conversation record in AI Assistant Monitoring to organize the question and answer as an FAQ and save it to a specified knowledge base for the AI assistant to reference in future responses. You do not need to leave the monitoring page or copy and paste anything separately.

This is a key step in the AgentOps quality management cycle for “feeding issues found in production back into the knowledge base”: Identify an issue through monitoring → turn it into an FAQ on the spot → continuously improve knowledge content.

Which conversations should be added to FAQ?

Not every conversation needs to become an FAQ. Prioritize conversations that show both of the following signals:

Signal	What to look for in conversation records	Why it matters
Poor AI response	A low quality score or a user dislike	This indicates that the existing knowledge base cannot answer the question and a standard answer must be provided manually
Frequently asked question	Similar questions appear repeatedly while browsing conversation records	Fixing a frequently asked question once benefits all similar questions in the future

Typical scenarios include:

• Questions with fixed answers where mistakes are unacceptable: return and exchange policies, fee calculations, and eligibility requirements. FAQs are suitable for locking in standard answers and preventing the AI from improvising.

• New questions not covered by the knowledge base: customers begin asking about a newly launched product or campaign before the corresponding content has been added to the knowledge base.

• Answers that are correct but too verbose or inconsistent with company guidelines: use an FAQ to provide a concise, compliant official version.

One-off, case-specific questions, such as the status of a particular customer's order, are not suitable for FAQ. The answer applies only to that customer, and saving it to the knowledge base could mislead others.

Entry point

From the left menu, click AgentOps → AI Assistant Monitoring.

Scroll down the left menu to find the AgentOps section

There are two places where you can launch Add to FAQ:

Entry point 1: Conversation records list

Switch to the Conversation Records tab. Each row has an Add to FAQ icon in the Actions column. When you spot a poorly answered conversation while browsing the list, click the icon in that row.

Conversation records list: the Add to FAQ icon in each row's Actions column

Entry point 2: Conversation details page

Open the Conversation Details page for any conversation. An Add to FAQ button also appears at the top of the page. Use this option when you want to review the complete input and output, cited data, and quality score before deciding that a correction is needed.

Conversation details page: the Add to FAQ button at the top

You need edit permission for at least one knowledge base to use this feature. See What happens if I do not have permission? below.

Create FAQ window

Clicking Add to FAQ opens the Create FAQ window, which contains four sections from top to bottom:

Create FAQ window: the question is filled in automatically and the answer is blank by default

Section	Default value	Description
Knowledge Base	The first editable knowledge base is preselected	Required. The drop-down menu only lists knowledge bases you have permission to edit
Question	The customer's original question is filled in automatically	You can rewrite it to make it more general
Answer	Blank	Write the correct answer; click “Insert AI Response” to import the original response and edit it
Source Conversation	Collapsed	Expand it to view the complete conversation

Before saving, review and remove personal information such as order numbers, names, and phone numbers. This question and answer will become searchable knowledge base content and may be cited when the AI assistant responds to other users.

Steps

1

Select the target knowledge base

Select the knowledge base where you want to save the FAQ from the Knowledge Base drop-down menu. The system preselects the first editable knowledge base. If your AI assistant uses multiple knowledge bases, make sure you select the one this AI assistant actually uses. An FAQ saved to the wrong knowledge base will not be cited by this assistant.

2

Rewrite the question to make it more general

The Question field is automatically filled with the customer's original wording. Customers may use casual language, omit the subject, or include personal context. Rewrite the question as a general, standard question:

Industry	Customer's original wording (filled in automatically)	Suggested rewrite
Finance	My card won't go through	What should I do if a credit card transaction fails?
Technology manufacturing	The machine screen shows E03. Is it broken?	How do I troubleshoot error code E03 on the equipment?
Healthcare	Can I still get an appointment tomorrow afternoon?	How do I check clinic hours and make an appointment?
Hospitality	Is there an extra charge if my child stays with me?	What are the extra-bed options and charges for children?

Rewriting principles: remove personal context (“my,” “tomorrow”), add a complete subject (“credit card,” “equipment”), and end with a question.

3

Write the answer

The Answer field is blank by default. This is intentional: you typically use this feature because the AI's original response was poor, so the system does not automatically insert it. Instead, write the correct answer yourself.

The editor works the same way as creating an entry in the knowledge base's Q&A section. It supports text formatting such as bold and image insertion, allowing you to clearly highlight key points.

If the AI response is only partially incorrect and its overall structure is reusable, click Insert AI Response in the upper-right corner of the answer field to import and edit the original response. The system then displays the conversation's quality score and user feedback (like/dislike) as a reminder:

After inserting the AI response, the system displays its quality score and user feedback

Saving it unchanged means writing a poor answer into the knowledge base. When the AI encounters a similar question later, it will give the same incorrect answer with greater confidence. After inserting the response, review and rewrite it sentence by sentence before submitting.

4

Review the source conversation

If you need to confirm the customer's complete context while writing the answer, expand the Source Conversation section at the bottom of the window. You can compare the user message, AI response, and cited reference data without closing the window and returning to the list.

Expanded Source Conversation: compare the user message, AI response, and cited data

5

Submit

Submit after confirming that the knowledge base, question, and answer are correct. The system displays “FAQ created successfully” and returns to the original page so you can continue reviewing the next conversation.

FAQ created successfully message

The new FAQ appears in the knowledge base's Q&A tab. See Create and Maintain FAQs to learn how to edit and preview it.

What happens if I do not have permission?

Add to FAQ requires edit permission for at least one knowledge base. If you do not have access to any editable knowledge base, the button is disabled and a message states that you need edit permission for at least one knowledge base to add an FAQ.

This often occurs with quality assurance or customer service manager accounts that only have View Monitoring permission. If your workflow requires you to capture FAQs while monitoring, contact your organization administrator and ask them to grant you edit permission for the target knowledge base.

Notes

• You are responsible for checking personal information: The system does not automatically detect or mask personal information. Before submitting, remove order numbers, names, phone numbers, and similar content as described above.

Frequently asked questions

Q: What is the difference between an FAQ created here and one created manually on the knowledge base page?

After you create an FAQ from a conversation record, it appears in the knowledge base's Q&A tab and can be managed there. Add to FAQ eliminates the steps of copying a question and answer from a conversation record, switching to the knowledge base, and pasting them manually.

Q: How long does it take to become effective?

The system starts building the index after you submit. Go to the knowledge base's Q&A tab to confirm the FAQ, then ask the AI assistant a similar question to verify the result.

Q: What should I do if I accidentally create a duplicate FAQ?

Go to the target knowledge base's Q&A tab and find the duplicate entry. After confirming its content, delete the redundant entry to prevent it from being missed during future maintenance.

Q: Can I add multiple conversations to FAQ at once?

Currently, you can process one conversation at a time. When browsing conversation records, prioritize conversations with low quality scores or dislikes and assess each one to determine whether it should be captured as an FAQ.