# Training with text and FAQs

> Write the information that is missing from your website and documents yourself, or teach the agent the exact answer to a frequently asked question.

Page: https://supportfast.ai/en/guide/chat-agent/training-text-faq/ · Section: Chat agent · Updated on 30 October 2026

## Text or FAQ: which to choose

|   | Textual | FAQ |
| --- | --- | --- |
| What it is | A free text with a name. | A question with its answer. |
| When to use it | General information that isn't anywhere else: hours, closures, service rules, descriptions. | Questions that come up often, with an answer that must always be the same. |
| Example | “Hours, closures and courtesy car” | “How much does a service cost?” |

## Create a textual training

1. **Open the editor**
   In Chat agent › Training, press New training, then Select Textual. “Textual Training” opens.

2. **Give it a name**
   In Training name, type a name that states the topic, for example `Hours, closures and courtesy car`. The name appears in the list.

3. **Write the content**
   In Content, write or paste the text. If it covers several topics, separate them with a line that contains only `---`. Below the field you read the “Total characters”.

4. **Train**
   Press Train Agent: “Training created” appears.

**Example · a text with three topics**

```
Opening hours
Monday to Friday from 8:30 to 12:30 and from 14:30 to 18:30.
Saturday from 8:30 to 12:30. Closed on Sunday.
---
2026 closures
Closed for holidays from August 10 to 21 and from December 24 to January 6.
---
Courtesy car
For repairs that take more than one day we offer a free courtesy car,
to be booked when you drop off your vehicle.
```

## Create an FAQ

1. **Open the editor**
   Press New training, then Select FAQ. “FAQ Training” opens.

2. **Write the question**
   In Questions, write the question the way a customer would ask it. You can add a few variants with different words, one per line. The text of the field, variants included, also becomes the name of the training.

3. **Write the answer**
   In Answer, write the complete answer, one that stands on its own: details, conditions and the next step for the customer.

4. **Train**
   Press Train Agent.

**Don't:** **Questions:** service

**Answer:** 180

**Do:** **Questions:** How much does a service cost?
What's the price of routine car maintenance?

**Answer:** A service for a small-engine car starts at €180, VAT included, with oil and filters. For an exact quote we need the model and mileage: you can type them here or call 02 1234 5678.

![FAQ Training filled in with the questions about the price of a service and the complete answer, with the character counter below the answer.](https://supportfast.ai/_astro/02-allenamento-faq.C7dNeVRv.webp)

_A question with its variants and a complete answer that stands on its own._

## Correcting a wrong answer

An FAQ also helps you correct a wrong answer. In Conversations, on the agent's message, press Correct answer: an FAQ opens with the customer's question, where you write the right answer. The steps are in [Correct answer](https://supportfast.ai/en/guide/conversations/why-this-answer.md#correct-answer).

> **How to check**
>
> When the FAQ's status is “Completed”, ask the same question again in the [Test Chat](https://supportfast.ai/en/guide/chat-agent/test-and-publish.md#testing-with-the-test-chat).

If the wrong answer came from an outdated source, or if the way of answering is wrong, see [How to read it: typical cases](https://supportfast.ai/en/guide/conversations/why-this-answer.md#how-to-read-it-typical-cases).

## Editing and keeping things in order

From the ⋮ menu, choose Edit training: “Edit Textual” or “Edit FAQ” opens. The rules are in [Editing a training](https://supportfast.ai/en/guide/chat-agent/training.md#editing-a-training); here the Delete training trash can deletes the FAQ or the text.

- One FAQ for each question: easier to find and to update.
- When prices or conditions change, find the FAQs that mention them with Search a training.

## Frequently asked questions

**The agent doesn't use my FAQ.**

Check that its status is “Completed” and that the question uses your customers' words. Make sure no other source says the opposite.

## See also

- [Training: how it works](https://supportfast.ai/en/guide/chat-agent/training.md): Statuses, editing, limits and good-quality sources.

- [Writing good instructions](https://supportfast.ai/en/guide/chat-agent/instructions.md): When the mistake is in the way of answering.

- [Why the agent answered that way](https://supportfast.ai/en/guide/conversations/why-this-answer.md): Which source an answer comes from.

- [Testing and publishing](https://supportfast.ai/en/guide/chat-agent/test-and-publish.md): Test questions before going live.