Practical guide · August 4, 2026
How to set up an FAQ and a knowledge base for a Telegram auto-reply
A knowledge base is what lets an AI auto-reply answer precisely about your services, terms, rules and instructions. To keep the information from blurring together, it helps to know the difference between the FAQ, facts, documents, the system prompt and a profile's topics.
This is part of the guide “A free Telegram auto-reply: how to connect it without Premium”. This page is only about the FAQ and the knowledge base.
Where information goes
| Element | What it is used for | Example |
|---|---|---|
| FAQ | Ready answers to repeat questions | “How do I book?” — “Pick a time in the calendar” |
| Facts | Short confirmed details | “A consultation lasts 45 minutes” |
| Documents | Long instructions and large material | Price list, manual, deck |
| System prompt | The assistant's rules of behaviour | “Never promise discounts or invent terms” |
| Topics and roles | Choosing the right profile | “Price”, “Booking”, “Technical support” |
There is no need to copy the same text into every element. Each block does its own job.
What belongs in the FAQ
The FAQ suits repeat questions that have a stable answer. Typical topics: services, price or how a quote is worked out, terms of work, payment methods, booking rules, required documents, limits, how to contact support, and ways to get in touch.
Question: How much is a consultation?
Answer: The price depends on the job. Describe what you need and we will prepare a quote.
Question: How do I book?
Answer: Pick a time that suits you in the calendar.
Question: What should I send to support?
Answer: Send the order number, the error text and a screenshot.
Word the answers so they can be used in a real conversation without further explanation.
What belongs in a profile's facts
Facts are short confirmed details about the owner, the company, the product or the service. For instance:
Facts are the place for:
- how long a consultation lasts;
- your speciality;
- how you work;
- where you work;
- the main way to reach you;
- the product's characteristics;
- confirmed terms;
- the formats you offer.
Facts have to be unambiguous. If the price depends on the job, do not write a single fixed number without explaining it.
What stays in the system prompt
The system prompt does not replace the knowledge base. There is no need to move the whole price list or a detailed manual into it. More on what it is made of is in the article “The system prompt for an AI auto-reply”.
The prompt sets the rules:
- whose name the assistant answers in;
- what job it does;
- which sources it uses;
- what to do when information is missing;
- which decisions it must not take alone;
- which next step to offer.
What belongs in topics and roles
Topics and roles help the system pick the right profile. They are not answers and not detailed knowledge but signals about the kind of conversation. More on splitting clients, support, partners and personal messages into separate profiles is in the article “Profiles in HeadHack”.
For a “Clients” profile:
For a “Support” profile:
The sharper the topic, the easier it is for the system to keep sales apart from support, partners and personal messages.
How to build a knowledge base
Step 1. Collect the repeat questions
Look through your real conversations and write out the questions that come up most. Do not merge different intentions into one entry: “How much is it?” and “How do I pay?” are different questions even though both are about money.
Step 2. Give one confirmed answer
The answer should contain only current details. If the terms depend on the job, say so.
Step 3. Add a next step
An FAQ entry can do more than state information — it can help the conversation continue:
- “The price depends on the job. Describe briefly what you need.”
- “To book, pick a time that suits you in the calendar.”
- “To look into the error, send the order number and a screenshot.”
Step 4. Move long material into documents
If an answer turns into a multi-page instruction, keep the detail in a separate document and leave a short explanation and a next step in the FAQ. More on which files you can upload and how to spread them across profiles is in the article “Documents for an AI bot”.
Step 5. Remove duplicates
Do not repeat the same information in several FAQ entries under different search phrasings. One substantial answer can cover “how to set up”, “how to install” and “how to connect”.
When there is no exact answer
Set a rule in the system prompt or the style:
Or:
Never build an answer on a guess. That matters most for prices, deadlines, discounts, refunds, technical causes and the owner's personal decisions.
Keeping it current
Check regularly:
- prices;
- terms;
- your schedule;
- payment rules;
- links;
- contact details;
- limits;
- how booking works;
- the documents the FAQ points at.
When something changes, update both the short FAQ entry and the related facts or documents. Delete the old wording so the assistant never sees two versions of your terms.
An example knowledge base for a “Clients” profile
FAQ
What services do you offer? Consultations and implementation. Describe your job briefly and we will suggest the right option.
How much does the work cost? The price is confirmed once we know what the job involves.
How do I book? Pick a time that suits you in the calendar.
Facts
We work with small businesses. A consultation lasts 45 minutes. Telegram is the main channel.
Topics and roles
Services. Price. Booking. Payment.
Documents
- service descriptions;
- the current price list;
- payment rules;
- booking terms.
An example knowledge base for support
FAQ
My account will not open. What should I do? Send the error text and a screenshot. If you have an order number, add it to the message.
Where do I send documents? Use the confirmed channel named in the profile's material.
Facts
Telegram is the main support channel. An order number is needed to look a case up.
Topics and roles
Error. Not working. Account. Update. Support.
Documents
- the user manual;
- a list of common errors;
- step-by-step instructions.
Checking before launch
Ask the assistant:
- a question the FAQ answers exactly;
- a question whose answer is in a document;
- an incomplete question;
- a question about an outdated term;
- a request the assistant must not confirm;
- a message that belongs to another profile.
Check that the answer comes from the right part of the knowledge base and does not mix material. Once the knowledge base is ready, open @Head_Hack_bot and fill in the first FAQ entry right in the profile — it takes a few minutes.
In short
The FAQ holds repeat answers, facts hold short confirmed details, documents hold the long material, the system prompt holds the rules of behaviour, and topics and roles help the system pick a profile. That separation makes the base easier to read and cuts down on contradictions.