FAQ Knowledge Base Starter

FAQ structures your AI agent can use to answer common questions accurately. Use the variants as-is, edit the placeholders, or download the editable Word doc.

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Editable Word .docx

Length

6 variants · copy-paste

Price

100% free

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Pricing and plans

Customer answer

Here is the short answer for pricing and plans: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

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6 ready-to-use variants

1. Pricing and plans 2. Shipping and delivery 3. Returns and refunds 4. Product fit questions 5. Account and login help 6. Service availability

1

Pricing and plans

When to use: Use this when the customer situation is pricing and plans and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for pricing and plans: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

2

Shipping and delivery

When to use: Use this when the customer situation is shipping and delivery and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for shipping and delivery: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

3

Returns and refunds

When to use: Use this when the customer situation is returns and refunds and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for returns and refunds: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

4

Product fit questions

When to use: Use this when the customer situation is product fit questions and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for product fit questions: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

5

Account and login help

When to use: Use this when the customer situation is account and login help and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for account and login help: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

6

Service availability

When to use: Use this when the customer situation is service availability and the reply needs to be specific, calm, and useful.

Customer answer

Here is the short answer for service availability: specific detail. The next step is next step.

If your situation is different, send us required information and we will confirm the right option before you spend more time on it.

Full policy or knowledge base entry

Applies to: specific detail
Customer action required: next step
Team owner: owner
Exception path: policy source
Response time: deadline
Proof needed before approval: required information

Agent instruction

Answer with the short version first. Only show exceptions if the customer asks or if the situation clearly needs one. Never invent a policy that is not in policy source.

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How to use this template

1
Pick the closest variant. Choose based on the situation, not only the channel.
2
Replace every placeholder. If you cannot fill a field, ask one clarifying question first.
3
Save the final version into sem.chat, your CRM, or your help desk so the team stays consistent.
4
Review results weekly. Drop variants that create confusion and improve the ones that work.

Frequently asked questions

Can I use these templates commercially?

Yes. Copy, edit, and use them in your business, client work, CRM, help desk, or sem.chat workspace.

Why are there six variants?

One generic template rarely fits every situation. Six variants give your team practical choices without a messy library.

Should I paste these into sem.chat?

Yes. Save the best variants as canned replies, knowledge base entries, routing rules, or CRM notes so your AI agent and team stay consistent.

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