Support
Customer reply
Draft a reply to a customer that answers what they actually asked, in their register, with the next step clear. Left unsent for review.
Add in the app
Support · For your bots
FAQ from support questions
Turn repeated support questions into a short FAQ, each answer checked against the product as it is today.
In Lobstack: Skills › Library › Add
Download LobstackWhen to use it
The same questions keep arriving, and there is no page to point people to, or the page that exists has drifted from the product.
What your bot will do
- 01
Collect the questions from the inbox, the support channel and search_history. Group the ones that ask the same thing in other words.
- 02
Keep the groups with at least three askers. Rank by how often.
- 03
For each, write the question in the customer's words and an answer under 80 words. Check the answer against the product and the docs, and link the source. Mark anything you could not confirm.
- 04
Note the questions that point at a product problem rather than a missing answer — those belong to whoever owns the product.
- 05
Post it as a document, ready to publish, with the count behind each entry.
An FAQ answer that is wrong costs more than none: leave out what you could not check.
The file
---name: faq-from-ticketsdescription: "Turn repeated support questions into a short FAQ, each answer checked against the product as it is today."metadata: title: "FAQ from support questions" category: support tags: [support, docs]--- ## When to use this The same questions keep arriving, and there is no page to point people to, orthe page that exists has drifted from the product. ## How 1. Collect the questions from the inbox, the support channel and search_history. Group the ones that ask the same thing in other words.2. Keep the groups with at least three askers. Rank by how often.3. For each, write the question in the customer's words and an answer under 80 words. Check the answer against the product and the docs, and link the source. Mark anything you could not confirm.4. Note the questions that point at a product problem rather than a missing answer -- those belong to whoever owns the product.5. Post it as a document, ready to publish, with the count behind each entry. An FAQ answer that is wrong costs more than none: leave out what you couldnot check.