FAQBotAgent | SignalWire

Answers frequently asked questions by matching user queries against a provided knowledge base using word-overlap similarity scoring. Optionally escalates to a live agent when no match is found.

1 import { FAQBotAgent } from '@signalwire/sdk';
2 
3 const agent = new FAQBotAgent({ /* FAQBotConfig */ });

FAQBotConfig

faqs

FAQEntry[]Required

List of FAQ entries for the knowledge base. Each FAQEntry object has:

question (string, required) — The representative question text.
answer (string, required) — The answer to provide when matched.
keywords (string[]) — Additional keywords to boost matching accuracy.

threshold

numberDefaults to 0.5

Minimum match score (0 to 1) for an FAQ to be considered a match.

escalationMessage

string

Message spoken when no FAQ matches. Defaults to an apology offering to transfer.

escalationNumber

string

Phone number to transfer to on escalation. If not set, the escalate tool is not registered.

name

stringDefaults to FAQBot

Agent display name.

agentOptions

Partial<AgentOptions>

Additional AgentBase options forwarded to the constructor.

Built-in Tools

Tool	Description	Parameters
`search_faq`	Search the FAQ knowledge base and return the best match with a confidence score	`query` (string)
`escalate`	Transfer the caller to a live agent (only registered when `escalationNumber` is set)	`reason` (string, optional)

FAQBot works best with up to ~50 FAQs. For larger knowledge bases, use the native_vector_search skill instead.

Example

1 import { FAQBotAgent } from '@signalwire/sdk';
2 
3 const agent = new FAQBotAgent({
4   faqs: [
5     {
6       question: 'What is the warranty period?',
7       answer: 'All products come with a 2-year warranty.',
8       keywords: ['warranty', 'guarantee'],
9     },
10     {
11       question: 'How do I return a product?',
12       answer: 'Start a return within 30 days at returns.example.com.',
13       keywords: ['return', 'refund'],
14     },
15     {
16       question: 'Do you ship internationally?',
17       answer: 'Yes, we ship to over 50 countries.',
18       keywords: ['shipping', 'international'],
19     },
20   ],
21   threshold: 0.4,
22   escalationNumber: '+15559999999',
23   escalationMessage: 'Let me transfer you to a specialist who can help.',
24 });
25 
26 agent.serve();

createFAQBotAgent

1 import { createFAQBotAgent } from '@signalwire/sdk';
2 
3 const agent = createFAQBotAgent({
4   faqs: [
5     { question: 'What are your hours?', answer: 'We are open 9 AM to 5 PM.' },
6   ],
7 });