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Scripts & FAQs
Scripts & FAQs is where you write down the answers you give over and over, in your own words. When a contact sends a message that mentions the same things, Claire is handed what you wrote and answers from it.
Open Scripts & FAQs from the left menu, under Claire.
Everyone reads, owners and admins write
Every member of the workspace can open this page and read what is on it. Only the workspace owner or an admin can add, edit or delete an entry. If you're not one of those, the buttons are still there but grayed out, and hovering one tells you why.
What to put here
Two kinds of entry, and you pick which one when you write it:
| Type | What it's for |
|---|---|
| Script | The way you handle a situation. Your listing appointment talking points, how you answer someone who says they're just looking, what you say when a seller asks about your fee. |
| FAQ | A question you get asked and the answer you give. Your commission, how long your photos take, whether you cover a particular area, what the lockbox arrangement is. |
The difference is only a label and a filter. Both reach Claire the same way.
Good first entries are the answers you already type by hand every week. If you find yourself copying the same paragraph out of an old text message, that paragraph belongs here.
Adding an entry
- Click Add document.
- Pick the Type, Script or FAQ.
- Give it a Title. Up to 200 characters. The title is what you and your team see in the list, so make it say what is inside: "Commission and what it covers" beats "Pricing".
- Write the Content. Up to 50,000 characters, and the counter under the box shows where you are.
- Click Save.
How Claire uses what you write
Claire doesn't get your whole library on every message. When a contact writes to you, Yapii looks for entries whose words match the words in their message, and passes her at most two of them. She then writes the reply herself, using your entry as the facts to answer from. She doesn't paste it in.
Three things follow from that, and they're worth knowing before you write your first entry:
- The match is on words, not on meaning. Yapii isn't reading the message and working out what it's about. It's looking for the same words. So write the words your contacts actually use. If people ask about "the lockbox code", the entry that mentions "lockbox" is the one that gets found, and an entry titled "Property access procedure" may not.
- Claire sees roughly the first 700 characters of an entry. Put the answer near the top and the background underneath. A long entry is fine, but don't bury the part you want said.
- Short replies are ignored on purpose. A contact who writes "ok", "yes", "no" or "thanks" triggers no lookup at all, because the meaning of those is in the question you asked, not in the reply. Words of fewer than four letters are skipped when matching too.
One entry per topic works far better than one long entry covering everything. A single entry about "everything a seller asks" matches a bit of every message and answers none of them well.
Claire has to be turned on
Scripts and FAQs feed Claire. If Claire is off for your workspace, or is in Observe mode where she sends nothing, writing entries here changes nothing a contact sees yet. See Meet Claire.
Finding an entry
The search box at the top searches your own entries by keyword. It matches whole words in the title, the body and the context, and it looks for all of your words, so typing two words narrows the list rather than widening it. Put a phrase in quotes to search for it as a phrase.
Leave the box empty and you get everything, most recently changed first. The All, Script and FAQ buttons under it filter by type.
If a search finds nothing, that doesn't mean your library is empty, only that nothing matched those words. Clear the box to see everything again.
Changing and removing entries
Each entry in the list has a pencil to edit it and a bin to delete it, and each card shows when it was last updated.
There's no undo button, so deleting is a one-way trip as far as the page is concerned. Once an entry is gone, Claire stops using it when she drafts replies. If you only want to reword something, edit it instead.