To train Capitão, Papo's artificial intelligence assistant (https://papo.global/), to answer your company's frequently asked questions, add question-and-answer pairs (FAQs) directly to the Knowledge Base, define Scenarios that indicate when the AI should transfer the conversation to a human, and track the automatic response rate in service reports. With these three pillars, you turn automated service into a reliable experience, reducing the volume of messages that reach your team and ensuring common questions are resolved in seconds.
Summary of training strategies
| Resource | Main function | Application example |
|---|---|---|
| FAQs | Teach specific answers for repetitive questions. | Add “What is the delivery time?” with the answer “5 business days”. |
| Scenarios | Define actions (such as handoff) when the AI cannot or should not answer. | Transfer to an agent when the customer asks for “cancellation” or “speak to a manager”. |
| Reports | Monitor how many conversations are resolved automatically. | Check that 70% of interactions were answered by Capitão without human intervention. |
How FAQs work in Capitão
FAQs are the simplest and most direct layer of training. Each FAQ is a question-answer pair that Capitão checks in real time. When a customer sends a message that matches that intent, the AI responds with the registered answer — without needing to search long documents or trigger complex actions.
This is the best way to ensure accurate, fast answers for questions such as business hours, delivery time, exchange policies, standardized product prices, and internal company procedures.
Step by step: add FAQs to the Knowledge Base
- Access the settings of the Capitão assistant you want to train.
- Locate the Knowledge Base section. Inside it, you will find the area dedicated to FAQs.
- Add a new FAQ by entering the question and the answer the AI should provide. For example:
- Question: “What are your service hours?”
- Answer: “We are open Monday to Friday, from 9 a.m. to 6 p.m., and on Saturdays from 9 a.m. to 12 p.m.”
- Repeat the process for all frequently asked questions your team has already mapped. The platform also suggests new FAQs based on real conversations, which can be approved with one click (suggestions remain with “pending” status until approved).
FAQs go live immediately after creation or approval — Capitão starts using them in the next conversations.
Scenarios: when Capitão should not answer with an FAQ
There are situations where the customer's question requires human action, even if the topic seems frequent. For example: complaints, cancellation requests, legal questions, or simply the request “I want to speak to a person.” In these cases, a Scenario is more appropriate than an FAQ.
Scenarios are instructions that tell Capitão: “if the intent is X, perform action Y instead of replying with text.” The most common action is handoff, which transfers the conversation to a human agent or team.
To configure a Scenario complementary to the FAQ base:
- In the same Capitão configuration area, find the Scenarios section (also called Handoffs).
- Create a new Scenario with a descriptive title, such as “Transfer to support when FAQ does not resolve”.
- Write the instruction in natural language. Useful examples:
- “When the customer says the answer did not help or asks to speak to an attendant.”
- “If the customer mentions ‘complaint’, ‘refund’, or ‘process’.”
- “When the question is about personal data or contract.”
- Define the handoff action for the responsible team (support, sales, etc.).
- Activate the Scenario. The platform allows you to create disabled scenarios for testing; review and activate before putting it into production.
This way, your Capitão answers simple questions with FAQs and automatically transfers what needs human attention — without forcing the customer to repeat the request.
Tracking the automatic response rate
Once FAQs and Scenarios are working, it is essential to measure the result. In Papo's Reports module, you can view the total volume of messages and the split between Capitão responses and human responses.
Although the exact names of the indicators may vary, the reading is simple: the larger the share of messages answered automatically, the more efficient your FAQ training is. If the human intervention rate is still high, review the frequently asked questions that are falling outside the base or create Scenarios to cover the reasons that generate handoff.
This monitoring allows you to continuously adjust the Knowledge Base, approve pending suggestions, and refine Scenario instructions, increasing automation without losing service quality.
Who this approach is for
- Companies that receive many repetitive questions and want to relieve their team.
- Operations that already use WhatsApp, Instagram, or website chat and want immediate 24/7 answers.
- Teams that need to scale service without multiplying hires.
- Businesses that are starting with AI and want a gradual path: first FAQs, then more complex scenarios.
Frequently asked questions about training Capitão
What is the difference between an FAQ and a Scenario?
An FAQ delivers a text answer based on the customer's question. A Scenario performs an action — usually transferring the conversation to a human. Use FAQs to inform and Scenarios to act.
Can I import many questions at once?
Details about bulk FAQ import are available in the documentation and in the Papo platform interface. For a large volume, you can usually add question-answer pairs manually or with support assistance.
Does Capitão learn on its own from conversations?
Capitão does not change FAQs automatically. It can suggest new questions based on interactions, but you are responsible for approving those suggestions so they enter the active knowledge base.
How long does it take for Capitão to start using a new FAQ?
The FAQ goes into operation as soon as it is created or approved, becoming available for the next conversations. There is no warm-up or additional training.
How do I know if an FAQ is working well?
By monitoring service reports, you can see how many conversations were resolved by the AI. If a specific topic continues to generate handoff, the FAQ may need an adjustment in wording.
Do I need the technical team to create FAQs?
No. FAQs are created in natural language, without code. Anyone who knows the business's questions can register the questions and answers.
See also
- How to train Capitão to identify purchase intent and transfer to a salesperson
- How to configure Capitão to check order status in real time
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