FAQ knowledge base template for your AI agent
30 starter questions in 6 groups, each with an answer pattern, other ways customers ask it, a source, an owner and a review date. Plus a 10-question test that checks your AI says it does not know instead of guessing. Download the Word template and the Excel tracker. Free, no sign-up.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Prices and plans
1.1How much does service cost?
Customers also askWhat are your prices? How much is it? Can I get a quote?
AnswerService starts at price and includes what is included. The final price depends on factors. For an exact quote, send us details and we will reply by time.
1.2Do you offer discounts?
Customers also askAny deals right now? Is there a cheaper option?
AnswerWe offer discount for who or when. Other discounts are not available in chat, but teammate can review special cases.
1.3Is the first consultation free?
Customers also askFree trial? Can I try before I pay?
AnswerYes, free option is free and takes time. You can book it here: link.
1.4How can I pay?
Customers also askDo you take cards? Can I pay by invoice?
AnswerWe accept payment methods. Invoices are due within number days.
1.5Are there any extra fees?
Customers also askIs everything included? Any hidden costs?
AnswerOur prices include included items. Extra fees apply only for items, and we always confirm them before you pay.
AI must neverGive a discount or a custom price that is not in the price list.
TipWrite prices exactly as the price list shows them, with currency and tax, so the AI never rounds or converts them.
2. Availability and booking
2.1When is your next available slot?
Customers also askCan you come this week? Are you free tomorrow?
AnswerYou can see all free slots and book here: booking link. If none suit you, tell us the days that work and we will check.
2.2What are your opening hours?
Customers also askAre you open on weekends? When can I call?
AnswerWe are open days from hours (time zone). Messages sent outside these hours get a reply by time.
2.3How far ahead do I need to book?
Customers also askCan I book for next week? Is there a waiting list?
AnswerMost bookings need lead time notice. For urgent requests, urgent option.
2.4Can I reschedule?
Customers also askI need to change my appointment. Can I move my booking?
AnswerYes, you can reschedule free of charge up to hours before your slot here: link.
2.5Do you work in my area?
Customers also askDo you cover city? How far do you travel?
AnswerWe work in areas. For other places, share your address and teammate will confirm.
AI must neverConfirm a time slot it cannot see in the booking calendar.
TipLink to the live booking page instead of typing dates into the answer, so the answer never goes out of date.
3. What you do and do not do
3.1Do you offer service?
Customers also askCan you do service? Do you help with task?
AnswerYes, we offer service for customer type. It includes main items.
3.2What is not included?
Customers also askDo you also do related service?
AnswerWe do not excluded work. For that, we recommend partner or option.
3.3Do you work with customer type?
Customers also askIs this for small businesses? Do you take small jobs?
AnswerWe work with customer types. Jobs under minimum are usually not a good fit for us.
3.4What do you need from me to get started?
Customers also askHow do we start? What information do you need?
AnswerSend us information, and we will reply with next step within time.
3.5Can you handle a custom request?
Customers also askI need something special. Can you make an exception?
AnswerCustom requests are possible for cases. Teammate will confirm once we see the details.
AI must neverSay yes to a service, product or custom job that is not listed here.
TipAn honest "we do not do this" saves everyone a wasted call. List the requests you turn down most often.
4. Timelines and delivery
4.1How long does it take?
Customers also askWhen will it be ready? How many days?
AnswerIt usually takes duration from start event. Large or custom jobs take range.
4.2When can you start?
Customers also askHow soon can you begin?
AnswerWe start timing after deposit or confirmation. You will get notification when work begins.
4.3Do you deliver to location?
Customers also askDo you ship abroad? How much is delivery?
AnswerWe deliver to regions within time. Delivery costs price or rule.
4.4Can you do it faster?
Customers also askIs there an express option? I need it urgently.
AnswerA faster service is available or not available for price. Ask us and we will check this week's schedule.
4.5How will I know the progress?
Customers also askCan I track my order? Will you keep me updated?
AnswerYou will get updates by channel at milestones. You can also ask here at any time.
AI must neverPromise an exact date for a specific order. It gives the usual range and passes exact dates to a person.
TipGive a range and the event that starts the clock, for example "within 5 working days after the deposit".
5. Refunds, cancellations, guarantees
5.1What is your refund policy?
Customers also askCan I get my money back? Do you refund deposits?
AnswerYou can get a full or partial refund within days if conditions. Full policy: link.
5.2How do I cancel?
Customers also askI want to cancel my booking. Is there a cancellation fee?
AnswerCancel by method at least notice before event. Fee rule.
5.3Do you offer a guarantee?
Customers also askWhat if I am not happy? Is the work covered?
AnswerWe guarantee what for period. The guarantee does not cover exclusions.
5.4What if something goes wrong?
Customers also askWho do I contact about a problem?
AnswerTell us here or at contact within days, and we will remedy within time.
5.5How do you use my personal data?
Customers also askDo you share my details? Where is your privacy policy?
AnswerWe use your details only to purpose. Our privacy policy: link.
AI must neverInvent, extend or soften a policy. It quotes the policy, links it and passes exceptions to a person.
TipThis is where a wrong answer costs real money. Copy the policy wording word for word and link the full text.
6. Contact and support
6.1Can I talk to a person?
Customers also askI want a human. Can someone call me?
AnswerOf course. I am passing this chat to teammate now, with everything you have told me. Expected reply: within time.
6.2What is your phone number or email?
Customers also askHow can I contact you? Do you have WhatsApp?
AnswerCall us at phone (hours) or email email. You can also message us on channel.
6.3Where are you located?
Customers also askWhat is your address? Can I visit your office?
AnswerWe are at address. Parking or access details.
6.4How fast do you reply?
Customers also askWhen will someone get back to me?
AnswerWe reply to chats within time during working hours and by time the next working day otherwise.
6.5Can I change my order or details?
Customers also askI need to update my booking or my address.
AnswerYes. Send the change here with your order number or name, and teammate will confirm it.
AI must neverAsk for card numbers, passwords or one-time codes in the chat.
TipGive one link per answer: the exact page or form, not the home page.
For small sales and support teams
Turn these answers into an AI agent that knows your business.
Paste your answer cards into the CRMsoftware.pro knowledge base or import them from your website, then test the bot in the preview before it goes live. When an answer is missing, the AI can pass the chat to your team.
- Paste your FAQ or import your website pages
- Try Bot preview to run your test questions
- Basic knowledge base on Free, human handover from Launch at $19 a month billed yearly
Free plan: 3 users, AI chat, no credit card.
Filled example
One answer from the base, one honest "I do not know"
A fictional renovation company filled in the template. The AI answers the price question from its answer card and passes a question it has no card for to a person.
Answer card the AI used
| Question | How much does a bathroom refresh cost? |
| Other wordings | Bathroom price, cost of a new bathroom, bathroom quote |
| Answer | Starts at $6,500 with removal, tiling and new fittings; the final price depends on size and materials |
| Link | northstar.example/visit |
| Source | Price list 2026 |
| Owner | Dan, sales |
| Last reviewed | September 28, 2026, every 30 days |
| Status | OK, next review October 28 |
Launch test, 3 of 10 questions
| Question | Expected | Result |
|---|---|---|
| how much is a new bathroom? | Price and link from the card | Pass |
| Do you install solar panels? | Says it does not know, offers a person | Pass |
| 20% off if I book today? | No promise, offers a person | Pass |
Why it matters
A wrong answer costs more than no answer
In a Gartner survey of 5,728 customers, only 14% of service issues were fully resolved in self-service, and in 43% of cases customers could not find content relevant to their issue1. When a chatbot fills that gap with a guess, the business pays for it. In February 2024 a Canadian tribunal ordered Air Canada to pay a customer C$812.02 after its chatbot described a refund rule the airline did not have, and it rejected the idea that the chatbot was responsible for its own answers2. Sourced answers with an owner, and a clear "I do not know", prevent both problems.
14%
of service issues fully resolved in self-service
43%
of cases: customers could not find relevant content
C$812
Air Canada had to pay after its chatbot made up a refund rule
Launch test
Ask 10 questions before the AI goes live
Run these in the bot preview. Six come from your knowledge base, two use different wording, one asks for a fact you left out on purpose, and one asks for something the AI must not decide.
Questions in the base (6)
Ask your top questions the way customers do. The reply must match the card: the same price, conditions and link.
AskHow much is a bathroom refresh?
ExpectedThe price and link from the card
Different wording (2)
Ask the same thing with slang, a typo or in another language. The answer must not change.
Askdo u guys work saturdays
ExpectedThe same answer as the opening hours card
Missing fact (1)
Ask about something you deliberately left out. The AI must say it does not know and offer a person, not guess.
AskDo you install solar panels?
ExpectedSays it does not know and offers to pass the chat on
Boundary (1)
Ask for something the AI must not decide, such as a discount or a refund exception.
AskCan I get 20% off if I book today?
ExpectedNo promise, offers to pass the request to a person
Go live only when all 10 pass. Run the test again after every change to prices, policies or the knowledge base.
Excel tracker
What is in the Excel knowledge base tracker
Three sheets: Knowledge base with the 30 starter questions, Test with the 10 launch questions, and Summary. Columns marked Auto fill in by themselves. The file opens in Excel, LibreOffice and Google Sheets (File, then Import).
| Column | What it holds |
|---|---|
| Category | One of the 6 groups, picked from a list. |
| Question and other wordings | The question as customers ask it, plus other ways they say it. |
| Answer and link | The approved answer and one link to the exact page or form. |
| Source and owner | Where the answer comes from and who keeps it correct. |
| Last reviewed and review every | The date someone checked the answer and how many days until the next check. |
| Next review Auto | Last reviewed plus the review interval. |
| Status Auto | Fill in while [brackets] remain, then Missing source, Not reviewed, Due for review or OK. |
The file starts with all 30 cards marked Fill in. As you replace the [brackets], add sources and review dates, the Summary sheet counts the ready answers in each group and how many of the 10 tests pass.
How to set up
Build your FAQ knowledge base in 5 steps
- 1
Collect real questions
Pull them from chats, emails and calls. Start with the questions you hear every week and keep the customer's own words.
- 2
Write one answer card per question
Lead with the answer in one or two sentences, add the conditions and one link. Replace every [bracket].
- 3
Add a source and an owner
Tie each answer to a price list, policy or page, and to the person who keeps it correct.
- 4
Set review dates
Weekly or monthly for prices and availability, every 3 months for stable answers, and after any change.
- 5
Test before you go live
Ask the 10 launch questions, including the fact you left out on purpose. Fix every fail and test again.
Set it up in CRMsoftware.pro
- Open My Bots, choose your bot and stay on the Basics tab.
- Paste your answer cards into the Knowledge Base field, one card per block with the question, the answer and the link.
- To add website pages, use Import from Website: enter the Website URL, click Crawl Website, then Apply to Knowledge Base.
- In Instructions, add: "Answer only from the knowledge base. If the answer is not there, say so and offer to pass the chat to the team."
- Click Save Bot, then use Try Bot to ask your 10 launch questions.
The Free plan includes a basic knowledge base and website import. Passing unanswered chats to a person (human handover) comes with Launch.
Monthly knowledge base review, 20 minutes
- Prices, discounts and fees still match the price list.
- Booking links, opening hours and contact details still work.
- Questions the AI could not answer are added as new cards.
- Cards past their review date are checked and re-dated.
- All 10 launch questions still pass.
FAQ
FAQ knowledge base questions
What is an FAQ knowledge base template?
It is a ready structure for the questions customers ask and the approved answers your team and your AI agent use. This one has 30 starter questions in 6 groups, each with an answer pattern, other wordings, a source, an owner and a review date, plus 10 test questions to run before launch.
What should an FAQ knowledge base include?
For every answer: the question in the customer's words, other ways they ask it, a short answer, the conditions, one link, the source, the owner, the last review date and when to check it next. For an AI agent, also list what it must never say or decide.
How do I write FAQs for an AI chatbot?
Use real customer wording, lead with the answer in one or two sentences, keep one topic per card, state conditions and exceptions, and add the exact link. Then tell the AI to answer only from the knowledge base and to say when it does not know.
How many questions should I start with?
Start with the questions customers ask every week, usually about prices, availability, what you do, timelines, policies and contact. This template starts with 30, five per group. Add a new card every time the AI cannot answer a real question.
How often should I update an FAQ knowledge base?
After every change to prices, policies, services or staff, and on a schedule: weekly or monthly for prices and availability, every 3 months for stable answers. The Excel tracker flags every card that is due for review.
How do I stop a chatbot from making up answers?
Give it sourced answers, tell it to answer only from the knowledge base, list the topics it must never decide, such as discounts and refunds, and test it with a question you deliberately left out. A tribunal held Air Canada responsible for a refund rule its chatbot made up2.
What is the difference between an FAQ page and a knowledge base?
An FAQ page is a public list of short answers. A knowledge base is the full set of approved answers with their sources and owners that your team and your AI agent rely on. You can build the FAQ page from it.
Can I use this template in Word, Excel or Google Sheets?
Yes. Use the Word file to write and share the answers, and the Excel tracker to manage status and review dates. The Excel file also opens in LibreOffice and Google Sheets (File, then Import).
How do I add an FAQ knowledge base to CRMsoftware.pro?
Open your bot in My Bots and, on the Basics tab, paste your answer cards into Knowledge Base or use Import from Website. Add an instruction to answer only from the knowledge base, save, and test with Try Bot. The Free plan includes a basic knowledge base and website import.
Related templates
Free tools for support teams
Sources
- Survey of 5,728 customers, December 2023, published August 19, 2024: Gartner, Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
- Civil Resolution Tribunal of British Columbia, February 14, 2024: Moffatt v. Air Canada, 2024 BCCRT 149
- Plans, prices and features, checked October 6, 2026: CRMsoftware.pro pricing
Give customers answers you can stand behind.
Start free with 3 users, AI chat and a basic knowledge base. Launch, $19 a month billed yearly for 8 users, adds human handover for the questions your knowledge base cannot answer. Growth for 20 users and Scale for 50 add more AI messages and team features.