The FAQ Tool allows Agent Copilot to access and deliver accurate answers from training content using Retrieval-Augmented Generation (RAG). This ensures that responses are consistent, contextual, and based on trusted sources.

Steps to Configure the FAQ Tool

Follow the steps below to configure the FAQ Tool:

1. Define Tool Information

• Name – Enter a unique name for the FAQ Tool. Use a descriptive name so it is easily identifiable in workflows.

• Description – Provide a short description that explains the purpose of the FAQ Tool (for example, “Responds to product troubleshooting queries from Knowledge Base and Canned Responses.”).

2. Configure Sources

Select the content sources from which the FAQ Tool will retrieve answers. You can select one or more of the following:

• Canned Response – Predefined responses available in the platform.

• Document – Uploaded or linked reference documents.

• Guided Workflow – Step-by-step workflows that guide the agent through complex processes.

• Knowledge Base Article – Published articles that contain detailed information, FAQs, or how-to guides.

• Platform Case – Historical cases from the platform that provide context and past resolutions.

3. Save and Deploy

After entering the required details and selecting the relevant sources:

1. Review your configuration.

2. Click Save to store the FAQ Tool settings.

3. Deploy the tool within tasks or workflows where agents may need quick, reliable answers.

Best Practices

• Be specific in naming and description so that the tool can be easily identified when used in multiple tasks.

• Choose sources carefully to avoid irrelevant or duplicate content.

• Keep content updated in Canned Responses, Documents, and Knowledge Base to ensure accurate results.