This page is about your bot's knowledge base, meaning the answers it may use in a conversation. Questions about the tool itself are answered under Questions and answers.
Under Automation > Knowledge & FAQ (Automatisierung > Wissen & FAQ) you maintain the answers your bot is allowed to use: opening hours, how a viewing works, commission, documents. The page's principle: only what is approved here is what the bot says.
Maintaining entries
An entry consists of three parts:
When saving, the app confirms the state: approved ("Freigegeben. Übernehmen Sie das Wissen in den FAQ-Flow, damit es live geht.", approved, transfer the knowledge into the FAQ flow to take it live) or draft ("Als Entwurf gespeichert, noch nicht freigegeben.", saved as draft, not yet approved). When deleting, the confirmation notes that the FAQ flow only changes on the next transfer.
Placeholders in answers
Answers can use the same placeholders as flows: tokens such as {bueroName} or {erreichbarkeit} are filled with the right values automatically when sending. That keeps answers current when your texts in the settings change. The full placeholder reference is on the flows page.
Transferring into the FAQ flow
The In FAQ-Flow übernehmen button (transfer into FAQ flow) turns your approved entries into the bot's complete FAQ menu: it rebuilds the frequently-asked-questions flow and publishes it immediately, including a way back to the main menu and a handover to your team.
After transferring you can inspect the generated flow in the Flow Studio at any time.
Interaction with the AI assistant
The upcoming AI assistant (Coming soon, see pricing and billing) uses the same knowledge base. The same control applies there too: it may only use approved entries. What you maintain today will work twice for you later.
Next steps
Test how the FAQ flow feels in a conversation using the simulator in the Flow Studio. Back to the overview.