Here is a general list of commonly used FAQs. We have a limit of 30 FAQs per agent to ensure optimal agent performance.
We adhere to the rule: if the knowledge can be injected somewhere else, we will do so. This rule will greatly decrease latency and improve agent quality.You will notice most MENU related FAQs are not on this list as most menu related questions already live within menu sync (i.e. vegan or vegetarian options).
Most Commonly Used FAQs - the Do's
Do you allow dogs?
Do you serve alcohol?
Do you have happy hour?
Are you open on Christmas, Thanksgiving, New Years day, etc?
Can I bring a birthday cake/candles?
Do you have a private dining area?
Do you have Vegan options?
Do you take cash?
Do you have outdoor seating?
Do you have a Drive Thru?
Where do you source your meat from?
Do you offer Halal options?
Where is parking?
Do you have Curbside pickup?
Do you offer off-site catering?
Can I bring my own alcohol?
Do you offer alcohol to-go?
Do you offer delivery?
Do you take reservations?
These two are grouped together because most of the time, they can be replaced with an Action Trigger. However, if the restaurant has some specific stipulations on the answers, it would be best for an FAQ or a dialogue tree setup by Support.
i.e.
Do you offer delivery?
Answer: yes, we do our deliveries with multiple 3rd parties, like UberEats and Doordash.
Do you take reservations?
Answer: yes, but only of parties of 8 or more. (if you have different conversation flows for this answer, it would be best configured by our Support Team).
Incorrect FAQ Setups - The Do Nots
1. Do not include website links in FAQ responses.
The agent reads responses verbatim — if you include a URL like “http://www.lomanpizza.com,” it will read every character, including “http://.”
➡️ Instead, we create SMS action triggers that text the link directly to the customer.
2. Avoid unnecessary redundancies.
The more concise the FAQs, the better the agent performs. Repetitive information (like menu descriptions or dietary options) should be built directly into the menu tab rather than repeated in FAQs.
Example:
❌ FAQ: “Do you have gluten-free options?”
✅ Support will add “Gluten-free available” to applicable menu items on the backend.
3. Do not use abbreviations.
The agent will attempt to read abbreviations literally, which often sounds unnatural.
Example:
❌ “BLT” - it will try to pronounce this as a word.
✅ “Bacon, lettuce, and tomato sandwich”
4. Remember: FAQs rely on question-and-answer structure.
The agent only knows the information when the specific question is asked. It cannot infer related answers from context.
Example:
❌
Q: What are your hours?
A: Our kitchen closes at 9 PM but our bar is open until 10 PM.
Thus, if a caller says, “I’d like to order a pizza at 9:30 PM,” the agent will not know the kitchen is closed — because that question (“What are your hours?”) was never asked.
If you want certain knowledge to be constantly accessible to the agent (not dependent on a question), our Support team can create a soft prompt on the backend to make that information persistently available.