Knowledge base updates with new FAQs

Purpose

1.1. Automatically capture and integrate new frequently asked questions (FAQs) from various customer touchpoints into the central knowledge base to ensure up-to-date, accurate self-service resources.
1.2. Reduce human oversight in FAQ updates, minimize response times, improve customer satisfaction, and enhance self-help content quality for agency clients and prospects.
1.3. Seamlessly synchronize client inquiries, support tickets, and chatbot interactions to continually refresh and expand FAQ sections, relevant to advertising services, campaign management, creative queries, and reporting.

Trigger Conditions

2.1. New support ticket creation containing a keyword or phrase not previously present in the FAQ system.
2.2. Detection of repeated questions across social, live chat, email, or SMS channels above a set recurrence threshold.
2.3. Submission of a flagged conversation in feedback or survey tools requesting inclusion in the FAQ.
2.4. Managerial approval of FAQ candidate in workflow or via notification system.

Platform Variants

3.1. Zendesk
• API: Tickets API (GET/POST) — configure webhook on new/updated ticket events to scan for new questions.
3.2. Freshdesk
• Feature: Webhooks — on “Ticket Created,” extract question content and append to FAQ article via API.
3.3. Intercom
• API: Conversations API — listen for repeating questions, auto-forward to FAQ API endpoint.
3.4. Salesforce Service Cloud
• Feature: Flow Builder — automate extraction of novel queries from cases and update Knowledge Articles.
3.5. Help Scout
• API: Mailbox Webhook (on new conversation) — parse inquiry, send to doc update endpoint.
3.6. Microsoft Teams
• Bot/Webhook: Message reception event — collect FAQ-worthy content and push to SharePoint List or KB.
3.7. Slack
• Feature: Event API — monitor channel messages with trigger words, send suggested FAQ topics to review channel.
3.8. Google Workspace (Gmail, Sheets)
• Gmail API: Filter labeled emails, use Sheets API to log recurring questions, trigger Apps Script to update Docs.
3.9. Notion
• API: Database webhook — when note with new question tagged “FAQ,” append to main FAQ database.
3.10. Confluence
• REST API: POST to insert child FAQ page when flagged in referencing project spaces.
3.11. WordPress
• REST API: POST new FAQ custom post when pushed from internal form submissions.
3.12. HubSpot Service Hub
• Workflow: Trigger on ticket closure, extract unresolved questions, update Knowledge Base via API.
3.13. Zoho Desk
• Automation: On ticket keyword match, execute function to create FAQ article draft via API.
3.14. Drift
• API: Webhook on chatbot fallback, log unseen question for knowledge base review.
3.15. LiveChat
• Webhook: Export new question events, push to FAQ management system.
3.16. Facebook Messenger
• Messenger Webhook: Capture user questions, analyze top inquiries, update KB backend.
3.17. Telegram
• Bot API: Listen for frequent questions, auto-add to FAQ channel/document.
3.18. Jira Service Management
• Automation Rule: On recurring service request, trigger Confluence FAQ update via REST API.
3.19. AirTable
• API/Webhook: Table record created with FAQ tag, auto-sync to web FAQ pages.
3.20. Typeform
• Integration: Submit new FAQ query, webhook to documentation manager for review/update.
3.21. Monday.com
• API/Webhook: New item with “FAQ Suggestion,” trigger FAQ doc update routine.

Benefits

4.1. Instant FAQ enrichment enables accurate, up-to-date customer self-service for advertising inquiries.
4.2. Reduces repetitive workload for customer support teams.
4.3. Increases first-contact resolution rates with minimal manual intervention.
4.4. Enhances brand reputation through transparent, responsive client communication.
4.5. Facilitates scalable support as client base expands.