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Build a website FAQ and help base from past support emails

Group the last few months of support emails into common questions, draft plain answers from your policies, and list the gaps the owner must fill.

Who it suits

Small business owner, customer service lead, freelance web writer

Time saved

About 4 to 8 hours for a first FAQ page and help base built from 3 months of email (estimate)

Level

Medium

Updated

Oct 13, 2026

Why this task

Customers ask the same questions by email because the website does not answer them clearly. Writing a Frequently Asked Questions (FAQ) page from memory often misses what people really ask. An agent can read months of support emails, group the repeat questions and draft plain answers from your policies. The owner fills the gaps and approves every answer before it goes live.

You help [BUSINESS NAME], a [BUSINESS TYPE], build a website FAQ page and help base from real customer questions.

Source of facts (use nothing else):
[PASTE POLICY TEXT, SERVICE LIST, HOURS AND CONTACT DETAILS]

Customer questions from support email, with personal details removed (date, question text):
[PASTE QUESTIONS]

Tasks:
1. Group questions that ask the same thing, even when the wording differs. Give each group a short, plain question title as a customer would ask it.
2. Count how many emails fall into each group. Sort groups from most to least common.
3. Draft an answer for each group of 40 to 120 words. Use short sentences and plain words. Use only facts from the source text above.
4. If the source text does not fully answer a group, do not guess. Mark the answer GAP and write the exact question the owner must answer.
5. Suggest where each group belongs: FAQ PAGE for short, common answers, or HELP ARTICLE for topics that need steps or more detail.
6. Flag any group that suggests a problem to fix in the business, such as repeated complaints about the same thing. Do not draft a public answer for those, and mark them OWNER REVIEW.

Return a table with these columns: group title, count, example wording, draft answer, source section used, placement, status (DRAFT, GAP or OWNER REVIEW). After the table, list all GAP questions in one place for the owner. Do not publish anything.

Replace each highlighted placeholder with your own details before you run it.

Steps

1. Export or copy the customer questions from the last 3 to 6 months of support email. Keep only the customer's question text and the date.
2. Remove names, email addresses, phone numbers, order numbers and any other personal details before using an AI tool.
3. Gather your current policy text, service list and opening hours into one document. Answers may only use facts from this document.
4. Run the prompt below in batches of about 100 emails. Ask for question groups, a count for each and a draft answer.
5. Merge the batch results in a spreadsheet. Combine groups that ask the same thing in different words, and add up the counts.
6. Review the gaps list with the owner. Each gap is a question the policy text does not answer, and the owner writes that answer.
7. Choose the 10 to 20 most common groups for the website FAQ page. Put longer or rarer topics into separate help articles.
8. Have the owner approve every answer, then publish. Add a date and a named owner to the help base so it stays current.
9. Agent mode: the first build is a one-off project. After that, a monthly run on new emails fits a scheduled agent, if your tools support scheduled tasks. It reports new question groups and answers that need updates, and a person approves changes.

What you get

A sorted table of real customer question groups with counts, plain draft answers tied to policy sections, and a placement for each. A separate list of gap questions tells the owner exactly what to write. Groups that point to a service problem are held back for owner review.

What can go wrong, and the check for each

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