Discover
FAQs are question and answer pairs your assistant uses to reply. You can write them yourself, and Captain suggests new ones from your documents and from questions customers keep asking.
Plan & access: Startups, Business or Enterprise Pricing & Plans. Administrators write and edit FAQs. Anyone can review FAQ suggestions; agents see only suggestions from conversations they can access.
Set up & try
Before you start
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An assistant with some documents. See Add documents to Captain's knowledge.
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For suggestions from conversations, turn on Generate FAQs from resolved conversations in the assistant. See Set up a Captain assistant and connect your inboxes
Write an FAQ
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Go to Captain > FAQs.
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Click Create new FAQ.
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Enter the question and the answer, choose the assistant, and click Create.
Review FAQ suggestions
Captain groups recurring customer questions into suggestions and ranks them by customer demand. Suggestions are written in your account's language. Suggestions only come from resolved conversations where an agent replied. Conversations Captain handles on its own do not create suggestions.
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Go to Captain > FAQs and click Review suggestions (or open FAQ suggestions).
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Open a suggestion. Source conversations shows the conversations behind it.
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Edit the question or answer if needed and click Save changes.
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Click Approve to add it to Captain's knowledge, or Dismiss to drop it.
FAQs Captain generates from a document are listed under that document's Related FAQs. FAQs created from your documents go live straight away and need no approval.
Test it
Ask the approved question in the assistant's Playground and check it uses your answer.
Get value
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Review suggestions weekly. They come from real customer questions, so they fill the gaps that matter most.
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Keep answers short and specific. One question per FAQ.
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The assistant's Overview shows Knowledge coverage: approved FAQs against suggestions waiting for review. A banner appears when suggestions are ready.
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Search with Search FAQs..., and select several to delete at once.
Troubleshoot
| Symptom | Likely cause | What to do |
|---|---|---|
| No suggestions ever appear | Generate FAQs from resolved conversations is off, or few conversations have been resolved yet. Or no agent replied in the resolved conversations. Suggestions need at least one agent reply. | Turn it on in the assistant and give it time |
| Assistant still gives the old answer | The FAQ is a suggestion, not approved | Approve it |
| Cannot create or edit an FAQ | You are not an administrator | Ask an administrator, or approve suggestions instead |
| An agent sees fewer suggestions than an admin | Agents see only suggestions from conversations they can access | Expected |
| No accessible source conversations were found. | The conversations are in inboxes you cannot see, or were deleted | Ask an administrator with access to review it |
More causes: Troubleshoot Captain.