Automatically answer common questions from your own content

Tired of typing the same answer to "what's your shipping time?" fifty times a week? The "FAQ automation" goal answers questions like that on its own — but only from things you've actually told it, never by making something up.

Which plan you need: AI answers need a paid plan that includes AI. The free plan doesn't include them — pricing shows which plans do.

Before you start

Upload whatever answers these questions best — a shipping policy, a sizing chart, a document of common questions — to Knowledge first. This is what the automation reads from; see setting up your knowledge source if you haven't uploaded anything yet.

Set it up in 4 steps

1. Create a new automation and choose "FAQ automation."
2. Choose exactly which posts it replies to — the specific posts, reels or stories people are likely to ask questions under. This one's worth getting right: an automation only ever works on the content you attached to it, so a question left under a post you didn't pick won't be answered.
3. Pick a document or a group of documents from your Knowledge library — this is the only source Zaptium will ever answer from for this automation.
4. Turn it on. From now on, any comment on the content you picked gets read and answered automatically — no keyword needed, it just answers whatever's asked. People can also ask by DMing you a word instead of commenting — see below.

Let people ask by DMing you a word

Comments aren't the only way in. Give this automation a word in its DM routing keyword box — say HELP — and anyone who messages you that word starts the same question-answering conversation in their inbox, with no post or comment involved. Put "DM me HELP" in your caption, your story or your bio to point people at it.

Use a single word with no spaces. It has to be the whole message, but capitals and punctuation around it don't matter, so "HELP" and "help!" both work while "HELP when do you ship?" doesn't. Each word can only belong to one automation in your workspace, so give every automation its own.

Answering publicly or privately

Look for the Move conversation to DM switch. It decides where the answer is delivered, not what the answer says.

• On: all anyone sees under the comment is a short public line like "Just sent you a DM 👀", and the real answer goes to that person privately.
• Off: the answer is posted publicly on the comment, so everyone else reading the thread sees it too — often exactly what you want for a shipping or sizing question.

If Zaptium isn't confident enough in an answer, it never guesses — it either stays quiet and lets the message land in your priority inbox for you to answer personally, or (if you've turned this on) sends a short "let me get back to you" message and still hands it to you. Either way, nothing made-up ever gets sent to a customer.

What's next

FAQ answering from your own content isn't limited to this one goal — every automation type can turn on "Reply with AI" as a fallback for questions its normal reply doesn't cover. See building a fully custom automation for more control over when AI kicks in.