Your Assist phone + SMS agent uses the FAQs you enter in Business Manager to answer common customer questions automatically. Strong FAQs reduce escalations, improve CSAT, and keep your staff from repeating the same answers all day.
Where to set FAQs (Business-level)
In Business Manager, go to Contact Center → Assist Settings.
Click FAQs in the Assist Settings submenu.
You’ll see the FAQs page with pre-built sections (example shown: General Services) and Answer fields for each question.
Click Save (bottom-right) when finished.
Important: Business-level FAQs are shared across all locations, so be clear and specific. If each store has different answers, you can leave a business-level question blank and answer it at the location level instead.
Fill out the built-in FAQ sections (recommended)
On the FAQs page, you’ll see questions with Answer fields:
“What type of service do you offer… (self-service, full-service with attendants, or both)?”
“Do you take Pickup & Delivery Orders?”
“Is your laundromat attended by staff, fully unattended, or a combination?”
“Do you offer dry cleaning?”
Payment + machine questions like “Do your washers and dryers accept coins?” and “Do you have a laundry card/stored value system?”
Best practice: answer in a way that’s complete without a follow-up question (Yes/No).
Add custom FAQs (for the questions only your customers ask)
Scroll to the custom area (or wherever your FAQ list shows + Add FAQ).
Click + Add FAQ
Enter:
Question (use the customer’s wording)
Answer (short first sentence + details below)
Click Save (bottom-right)
Good custom FAQ examples
Q: “Do you wash horse blankets?”
A: Yes—please bring them to the counter for pricing. We can wash and dry most horse blankets; turnaround is typically 2–3 days.
Q: “Do you sell detergent?”
A: Yes. We have detergent and softener available in-store (vending/kiosk).
Writing rules that make Assist sound smart
Use these guidelines:
Start with the direct answer first (“Yes/No/We’re open…”) then details.
Include constraints: minimum order, turnaround time, last wash time, item restrictions, etc.
Avoid internal jargon (“WDF,” “SKU,” “ticket”)—use customer language.
Be location-safe at the business level (don’t say “near Walmart” unless true for all locations).
If pricing varies, say how customers can get an exact quote (and what info you need from them).
Quick FAQ checklist (copy/paste into your internal ops)
Make sure you answered (at business or location level):
Hours + last wash / last pickup times
Self-service vs full-service vs both
Attended vs unattended
Pickup & Delivery (if offered) + how to place an order
Payment types (coins/card/app/laundry card), refunds, and policies
Machines: sizes, how many, out-of-order process
Items you do/don’t accept (comforters, rugs, pet beds, etc.)
Contact + escalation path (“If you need a manager…”)