Sites
Groups
FAQs
Fallback Logs
Tester
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FAQ Hit Rate
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AI Fallback Rate
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Helpline Escaped
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Top 5 FAQs
User Management (Phase 5: Auth Only)
Admin User Guide
1. Groups vs Site-Specific FAQs
Site-Specific FAQs are unique to a single website. Use this for specific locations, pricing, or local contact info.
Group FAQs are shared across multiple sites. If you edit a Group FAQ, it updates everywhere simultaneously. Use this for global policies like "Refunds" or "Terms of Service".
Pro Tip (Overriding): If a site is part of a Group, but needs a different answer for one specific question, simply create a new FAQ for that "Current Site". Site-specific answers always win over Group answers!
2. Advanced A.I. Tuning
When a user asks a question, the A.I. calculates a "Distance Score" (from 0.0 to 1.0) between their question and your FAQs. A score of 0.0 means an exact match.
- FAQ Accept Distance: This is the threshold for an "Instant Answer". If the AI finds an FAQ with a distance lower than this number (e.g., 0.35), it will instantly reply with your exact words without using any generative AI credits.
- LLM Candidate Distance: If the best FAQ is slightly outside the "Instant Answer" range (e.g., between 0.35 and 0.50), the system pulls all FAQs within this "Candidate" range and asks the Generative AI (Gemini) to read them and write a custom, conversational answer.
Rule of Thumb:
- If your bot says "I don't know" too often, increase the distances.
- If your bot gives wrong or irrelevant answers, decrease the distances.
- If your bot says "I don't know" too often, increase the distances.
- If your bot gives wrong or irrelevant answers, decrease the distances.