Description:"FAQ test data that simulates real support scenarios, covering accounts, agents, AI bots, knowledge bases, billing, invoices, and troubleshooting.",
{Question:"What should I do if the admin console says my account or password is incorrect?",Answer:"First confirm that the account is complete and that the email domain is correct. Passwords are case-sensitive. After 5 failed attempts, the account may be locked for 15 minutes. If you still cannot sign in, ask an organization administrator to reset the password in Organization Settings > Members, or use Forgot Password on the sign-in page.",SimilarQuestions:[]string{"admin password is wrong","cannot sign in to the console","username or password error"},Remark:"Account login"},
{Question:"How do I reset a forgotten password?",Answer:"Click Forgot Password on the sign-in page, enter the bound email address, and use the verification code to reset the password. If the account has no usable email address, contact an enterprise administrator for a reset. After a successful reset, the account must sign in again on all devices.",SimilarQuestions:[]string{"forgot password","reset console password","recover login password"},Remark:"Account login"},
{Question:"Why am I not receiving the login verification email?",Answer:"Check spam, promotions, and your enterprise mail quarantine first. If no email arrives within 5 minutes, confirm the email address and ask your IT team to allowlist the platform sender domain. Repeated missing emails may indicate provider throttling, so try a backup email if available.",SimilarQuestions:[]string{"verification email not received","no login code email","email code missing"},Remark:"Account login"},
{Question:"Can multiple people use the same agent account at the same time?",Answer:"Sharing one agent account is not recommended. The platform may allow the same account on multiple devices, but login logs and abnormal activity reminders are recorded. For traceability, permission isolation, and accurate conversation assignment, each agent should use a separate account.",SimilarQuestions:[]string{"share one account","multiple people one login","same account on many computers"},Remark:"Account login"},
{Question:"How do I create a console account for a new team member?",Answer:"An administrator can open Organization Settings > Members, click Add Member, fill in name, email, team, and role, then save. The system sends an activation email and the member sets a password on first sign-in. If SSO is enabled, members can also be synced from the enterprise identity provider.",SimilarQuestions:[]string{"create new agent account","add employee account","invite member to console"},Remark:"Member management"},
{Question:"What is the difference between online, busy, and offline agent statuses?",Answer:"Online agents can receive new conversations. Busy agents stop receiving new conversations but can continue existing ones. Offline agents do not join assignment or receive real-time reminders. If automatic status switching is enabled, long inactivity or sign-out can move the agent offline.",SimilarQuestions:[]string{"agent status meaning","online busy offline difference","support agent status"},Remark:"Agent service"},
{Question:"How are conversations assigned to agents?",Answer:"By default, conversations are assigned by skill group and round-robin rules. The platform can also consider current workload, recent response time, and priority. If a customer matches channel, language, or tag conditions, routing can prefer the matching team or agent.",SimilarQuestions:[]string{"conversation routing rule","how chats are assigned","new conversation distribution"},Remark:"Agent service"},
{Question:"Can a conversation be automatically closed when the customer does not reply?",Answer:"Yes. In Reception Settings > Conversation Rules, configure the no-response timeout, such as closing the conversation after 30 minutes without a customer reply. If the customer sends another message later, a new conversation is created and history remains visible in the customer timeline.",SimilarQuestions:[]string{"auto close conversation","customer no reply timeout","inactive chat closing"},Remark:"Agent service"},
{Question:"When does the AI bot take over a conversation?",Answer:"When the channel uses AI-first service and the message matches the bot's service hours, language, and business scope, the bot replies first. If the customer asks for a human, matches a handoff rule, or the bot misses knowledge repeatedly, the system can switch to a human agent.",SimilarQuestions:[]string{"AI bot service rules","when does AI answer first","bot to human conditions"},Remark:"AI bot"},
{Question:"What should I check first when the bot answer is inaccurate?",Answer:"First check whether the knowledge base covers the question, whether FAQ wording is too far from user wording, whether the recall threshold is too high, and whether the wrong knowledge base is enabled. If retrieval hits are good but answers still drift, review the prompt, answer mode, and reranking strategy.",SimilarQuestions:[]string{"AI answer inaccurate","bot answers wrong","what config to check first"},Remark:"AI bot"},
{Question:"How do I restrict a bot to after-sales questions only?",Answer:"Bind the bot to an after-sales knowledge base and restrict routing to after-sales channels, entry points, or tagged conversations. Set the fallback policy to guide users to a human agent so the bot avoids answering out-of-scope questions.",SimilarQuestions:[]string{"bot only after sales","limit bot answer scope","bind bot to business scope"},Remark:"AI bot"},
{Question:"Does the bot support multilingual replies?",Answer:"Yes, it can support English, Chinese, and other languages supported by the connected model, but the knowledge base should contain the corresponding language content. If only Chinese knowledge is uploaded, English business answers may not be stable. Use separate language-specific knowledge bases for better quality.",SimilarQuestions:[]string{"AI supports English","multilingual bot","serve English customers"},Remark:"AI bot"},
{Question:"What is the difference between a document knowledge base and an FAQ knowledge base?",Answer:"A document knowledge base works well for long help articles, policies, and manuals because the system chunks and retrieves passages. An FAQ knowledge base works better for standard question-answer pairs and high-frequency support questions. If the content has fixed questions and fixed answers, use FAQ first.",SimilarQuestions:[]string{"FAQ vs document knowledge base","when to use FAQ","knowledge base type selection"},Remark:"Knowledge base"},
{Question:"How long after uploading a document can the bot retrieve it?",Answer:"After upload, the document enters the indexing queue. Small text documents usually finish in 1 to 3 minutes. Longer files, image-heavy documents, or busy indexing queues can take longer. You can check indexing status in the knowledge base list.",SimilarQuestions:[]string{"document indexing time","knowledge upload effective time","when can AI use the document"},Remark:"Knowledge base"},
{Question:"Can FAQ entries be imported in bulk?",Answer:"Yes. Download the template and fill in question, answer, similar questions, and remark columns, then import it from the FAQ page. Similar questions should be separated by line breaks or semicolons, and duplicate questions should be removed before import.",SimilarQuestions:[]string{"bulk FAQ upload","FAQ import template","batch import Q&A"},Remark:"Knowledge base"},
{Question:"Why does an uploaded document show indexing failed?",Answer:"Common causes include empty documents, text copied as images, excessive content length, unavailable vector service, or model configuration errors. Check the indexing error first, then convert the file to plain text or Markdown and upload it again if needed.",SimilarQuestions:[]string{"document indexing failed","knowledge processing failed","upload error after indexing"},Remark:"Knowledge base"},
{Question:"How do I embed the website support button on our site?",Answer:"Open Channel Access > Web Widget, copy the generated script, and paste it before the closing body tag on your website. If the site uses a Content Security Policy, add the platform domain to the allowed list. After publishing, test both desktop and mobile pages.",SimilarQuestions:[]string{"embed web widget","website chat button","install support script"},Remark:"Channel access"},
{Question:"Can the web widget use our brand color and logo?",Answer:"Yes. In the web channel configuration, set the title, subtitle, theme color, position, width, and brand assets. After saving, refresh the website page. If CDN caching is enabled, it may take a few minutes for the change to appear.",SimilarQuestions:[]string{"custom web widget brand","change chat color","support widget logo"},Remark:"Channel access"},
{Question:"How do I configure automatic welcome messages?",Answer:"Enable the welcome message in the channel or bot configuration. You can use different text by working hours, channel, customer tag, or page URL. Keep the message concise and clarify whether the current service is AI or human.",SimilarQuestions:[]string{"automatic greeting","welcome message setup","first message to customer"},Remark:"Automation"},
{Question:"Can keywords automatically trigger human handoff?",Answer:"Yes. Add handoff rules in bot strategy and enter keywords such as complaint, refund, human agent, or invoice reissue. Include synonyms and common user phrasing to reduce missed matches.",SimilarQuestions:[]string{"keyword handoff","words trigger human agent","automatic human transfer"},Remark:"Automation"},
{Question:"How do I view conversation volume trends and peak hours?",Answer:"Open Data Reports > Traffic Analysis to view conversations, visitors, queue peaks, and human service rate by hour, date, and channel. Peak-hour analysis should be compared with staffing schedules.",SimilarQuestions:[]string{"conversation trend report","peak traffic hours","traffic analytics"},Remark:"Reports"},
{Question:"What do bot hit rate and resolution rate mean?",Answer:"Hit rate is the percentage of in-scope bot messages where the bot retrieves and returns an answer. Resolution rate is the percentage of conversations completed without human handoff after bot handling. A high hit rate does not always mean a high resolution rate, so review both metrics together.",SimilarQuestions:[]string{"AI hit rate meaning","bot resolution rate","bot metrics explanation"},Remark:"Reports"},
{Question:"How do I upgrade a plan or add more seats?",Answer:"Contact your customer success manager or submit an upgrade request in Billing Center > Plan Management. Added seats are usually prorated for the remaining billing cycle, and permissions and quotas are expanded after the upgrade takes effect.",SimilarQuestions:[]string{"add seats","upgrade subscription","buy more agents"},Remark:"Billing"},
{Question:"Can we issue a VAT invoice?",Answer:"Yes. Maintain complete invoice information in Billing Center > Invoice Information, including company name, tax number, registered address, phone, and bank information. After approval, invoices are issued according to the billing cycle.",SimilarQuestions:[]string{"request invoice","VAT invoice","invoice information setup"},Remark:"Billing"},
{Question:"What happens after AI usage exceeds the included quota?",Answer:"If your plan includes a fixed AI quota, excess usage is usually billed by actual calls or token usage. Enable usage alerts in the billing center to avoid unexpected overage near month end.",SimilarQuestions:[]string{"AI overage billing","token usage charge","quota exceeded"},Remark:"Billing"},
{Question:"What should I do if messages are sent but customers do not receive them?",Answer:"Confirm that the message status is successful, the customer channel is online, and the third-party channel has no delivery failure receipt. If only one channel is affected, the cause is often channel throttling, template review, or network issues.",SimilarQuestions:[]string{"customer cannot receive message","message delivery failed","sent but not received"},Remark:"Troubleshooting"},
{Question:"Why is the page slow or the message list loading slowly?",Answer:"Common causes include too much browser cache, too many conversation tabs open, high network latency, or very large attachments in the page. Refresh the page, close unnecessary tabs, and check the local network and browser version first.",SimilarQuestions:[]string{"console is slow","message list slow","chat page lag"},Remark:"Troubleshooting"},
{Question:"Why does a newly configured bot not take effect?",Answer:"Check whether the bot is bound to the correct channel, whether service hours cover the current time, and whether the channel is still using human-first service. If configuration looks correct, inspect debug logs to confirm whether routing conditions were matched.",SimilarQuestions:[]string{"bot not working","AI not taking over","configuration not effective"},Remark:"Troubleshooting"},
{Question:"How do I decide whether an FAQ should be optimized?",Answer:"Prioritize three signals: high hit rate but high human handoff rate, high hit rate but low satisfaction, and repeated customer follow-up questions. These usually mean the answer is incomplete, inconsistent, or missing similar question coverage.",SimilarQuestions:[]string{"FAQ optimization signals","which FAQ to improve","knowledge base quality review"},Remark:"Knowledge operations"},
{Question:"How long should an FAQ answer be?",Answer:"Start with the conclusion, then add steps and notes. Most support FAQ answers work best at roughly 80 to 220 Chinese characters or the English equivalent. Very short answers miss context; very long answers are harder for bots to cite and customers to read quickly.",SimilarQuestions:[]string{"FAQ answer length","how detailed should answers be","write Q&A content"},Remark:"Knowledge operations"},
{Question:"为什么收不到登录验证码邮件？",Answer:"请先检查垃圾邮箱、广告邮件和企业邮箱的安全隔离区。若 5 分钟内仍未收到，建议确认邮箱地址是否填写正确，并联系企业 IT 将平台发信域名加入白名单。如果多次重发都未收到，可能是该邮箱服务商限流，建议改用备用邮箱。",SimilarQuestions:[]string{"验证码邮件收不到","邮箱没有收到验证码","登录验证码不见了"},Remark:"账号登录"},
{Question:"客户排队时能看到前面还有多少人吗？",Answer:"支持。你可以在 Web 小部件或 H5 咨询页里开启“排队展示”，客户会看到预估等待人数和等待时长。若不希望暴露具体排队数据，也可以只展示“当前咨询较多，请耐心等待”的文案。",SimilarQuestions:[]string{"排队人数能展示吗","客户能看到等待人数吗","排队提示怎么设置"},Remark:"坐席接待"},
{Question:"机器人什么时候会接管会话？",Answer:"当渠道启用了 AI 机器人优先接待，且用户消息命中机器人的服务时段、语言和业务范围时，会先由机器人回复。若客户主动要求人工、命中转人工规则，或机器人连续多轮未命中知识，系统会自动切换到人工。",SimilarQuestions:[]string{"机器人接待规则是什么","什么情况下先走 AI","机器人何时转人工"},Remark:"AI机器人"},
{Question:"如何测试机器人而不影响线上客户？",Answer:"建议使用“调试问答”或专门的测试渠道。测试渠道可以绑定同一套知识库和机器人配置，但不进入正式报表，也不会分配给真实坐席。上线前至少验证高频问题、异常问法和兜底流程。",SimilarQuestions:[]string{"怎么做机器人测试","测试 AI 会不会影响线上","有没有沙箱渠道"},Remark:"AI机器人"},
{Question:"平台提供开放 API 吗？",Answer:"提供。你可以通过 API 创建会话、发送消息和拉取报表。正式对接前建议先在测试环境验证签名、限流和错误码处理，再切换到生产。",SimilarQuestions:[]string{"有没有开放接口","客服系统 API 文档","能程序化调用吗"},Remark:"集成"},
{Question:"如何验证开放 API 的签名是否正确？",Answer:"请先确认时间戳、随机串、请求体摘要和签名算法与文档一致。排查时建议先用平台提供的示例请求对比，再检查服务端是否在参与签名的原始字符串里改动了空格、换行或字段顺序。",SimilarQuestions:[]string{"API 签名不通过","签名校验失败怎么办","接口鉴权报错"},Remark:"集成"},
{Question:"可以把会话记录同步到内部 BI 系统吗？",Answer:"可以。你可以通过报表导出、API 增量拉取或消息回调三种方式同步。若是 BI 场景，建议每天离线拉取聚合数据，避免用高频实时接口增加系统压力。",SimilarQuestions:[]string{"会话数据怎么同步 BI","报表能对接数仓吗","聊天记录导入分析系统"},Remark:"集成"},
{Question:"支持设置 IP 白名单吗？",Answer:"支持。你可以在安全设置里为后台登录和开放 API 分别配置 IP 白名单。若你们办公网络经常变动，建议至少给高权限账号启用 MFA，避免完全依赖固定 IP。",SimilarQuestions:[]string{"后台能限制 IP 吗","接口白名单怎么配","登录来源限制"},Remark:"数据安全"},
{Question:"可以屏蔽骚扰客户吗？",Answer:"支持。你可以把手机号、邮箱、Cookie 或访客 ID 加入黑名单，命中后系统可直接拒绝接入、静默排队，或只允许其提交留言不进入人工接待。",SimilarQuestions:[]string{"骚扰用户怎么封禁","黑名单在哪里设置","恶意访客屏蔽"},Remark:"客户管理"},
{Question:"能自动给会话生成摘要吗？",Answer:"支持。在开启 AI 摘要后，系统会在会话结束时生成问题摘要、处理结果和待跟进事项，便于交班和质检。",SimilarQuestions:[]string{"聊天自动总结","会话摘要功能","交班摘要怎么生成"},Remark:"自动化"},
{Question:"AI 调用量超额后怎么收费？",Answer:"若套餐包含固定 AI 配额，超出部分一般按实际调用量或令牌量计费。建议在账单中心开启用量预警，避免月底集中超额。",SimilarQuestions:[]string{"AI 超额怎么计费","模型调用量收费","超出配额怎么办"},Remark:"计费发票"},
{Question:"如何查看本月已经使用了多少 AI 配额？",Answer:"在“账单中心-用量明细”里可以看到按天汇总的模型调用次数、Token 用量和按机器人/知识库拆分的消耗情况。",SimilarQuestions:[]string{"AI 配额怎么看","本月用了多少 token","模型用量报表"},Remark:"计费发票"},
{Question:"支持自定义品牌 Logo 和登录页吗？",Answer:"支持自定义企业 Logo、登录页欢迎语和部分品牌色，高级套餐还支持自定义域名和白标展示。具体可配置项取决于你们的套餐级别。",SimilarQuestions:[]string{"能换成自己品牌吗","登录页能自定义吗","支持白标吗"},Remark:"品牌配置"},
