> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.
# FAQ 设置
> 配置 FAQ，训练您的语音 AI
您的 FAQ 是 Maple 语音 AI 的知识库。可以把它想象成培训新员工：您提供的信息越多，AI 的表现就越好。AI 会把 FAQ 当作参考资料，在对话中自然地回答顾客的问题。
## 添加 FAQ
要编辑 FAQ，请在门户中打开 [Edit FAQ](https://app.maple.inc/edit_faq)，然后点击 **+ Add to FAQ**。输入问题，并给出包含所有相关细节的完整答案。
AI 不会查找完全一致的问题。它把您的 FAQ 当作参考资料，在对话中自然作答。您不需要写问题的各种变体或多种语言版本，只需用英文写出清晰、完整的答案。在顾客来电时，AI 会自动处理各种问法，并翻译成其他语言。
目前只能添加和删除 FAQ，还没有编辑功能。要更新某条 FAQ，请删除旧的，再添加修改后的新条目。
## 使用示例模板快速上手
为帮助您快速开始，您可以使用我们根据 Maple 真实客户整理的 FAQ 模板：
**注意：** 此 FAQ 仅作为示例模板。请根据您门店的具体服务、政策和顾客需求，随意编辑、添加或删除问题和答案。
1. **What is your address？（您的地址是什么？）**\
A: \[Insert full street address, city, state, ZIP].
2. **Do you offer delivery？（提供外送吗？）**\
A: Yes, we deliver within \[xx] miles. You can order online, or I can transfer you to our store representative now.
3. **Is there a delivery fee or order minimum？（有外送费或起送金额吗？）**\
A: Yes, there is a delivery fee of \[amount] with an order minimum of \[amount] before tax and tip.
4. **How long do orders take？（订单需要多长时间？）**\
A: Pickup orders are typically ready in \[15–25 minutes]. Delivery usually takes \[35–55 minutes], depending on volume and distance.
5. **Can I schedule an order for later？（可以预约稍后的订单吗？）**\
A: Yes— I can transfer you to our store representative for scheduling the order.
6. **How can I check the status of my order？（如何查询订单状态？）**\
A: Use the confirmation link, or I can transfer you to our store representative.
7. **Can I modify my order after placing it？（下单后可以修改订单吗？）**\
A: I can transfer you to our store representative for that —we'll do our best to accommodate changes.
8. **Can I cancel my order？（可以取消订单吗？）**\
A: If preparation hasn't started, we may be able to cancel. Call the store at \[handoff number]; refunds depend on order status.
9. **Do you accept online payments？（接受在线支付吗？）**\
A: Yes—major credit/debit cards and digital wallets (e.g., Apple Pay, Google Pay) are accepted online, you can pay it via the text link.
10. **Do you accept credit cards in-store？（店内接受信用卡吗？）**\
A: Yes—we accept cash and all major credit/debit cards. \[Note AmEx policy if applicable.]
11. **Do you accept American Express？（接受美国运通卡吗？）**\
A: \[Yes/No]. We also accept \[Visa/Mastercard/Discover].
12. **Is gratuity automatically added？（会自动加收小费吗？）**\
A: A \[xx%] service charge may apply to parties of \[x]+ or catered events.
13. **Do you offer gift cards？（有礼品卡吗？）**\
A: Yes—both e-gift and physical gift cards are available. Purchase in-store or online.
14. **Do you have a loyalty or rewards program？（有会员或积分奖励计划吗？）**\
A: \[Yes/No]. If yes, customers can sign up at checkout or ask our staff.
15. **Do you take reservations？（接受预订吗？）**\
A: \[Yes/No]. For large parties (\[x]+), please call ahead to check availability.
16. **Do you host private events or catering？（承接私人活动或餐饮外烩吗？）**\
A: Yes—please call \[phone] or email \[events/catering email]. Allow at least days' notice for large orders.
17. **Is outdoor seating available？（有户外座位吗？）**\
A: \[Yes/No]. Patio seating is \[first-come or by reservation], weather permitting.
18. **Where can I park？（在哪里停车？）**\
A: Parking is \[lot/street/validated]. Spaces are first-come, first-served.
19. **Is the restaurant accessible？（餐厅有无障碍设施吗？）**\
A: Yes—entrance, restrooms, and main dining area are wheelchair accessible. Call us on arrival for assistance if needed.
20. **Are pets allowed？（可以带宠物吗？）**\
A: Service animals are welcome. Pets are \[allowed/not allowed] on the patio per local regulations.
21. **Is there a dress code？（有着装要求吗？）**\
A: Casual and family-friendly.
22. **Do you have TVs/Wi-Fi？（有电视或 Wi-Fi 吗？）**\
A: \[TVs for major games/Wi-Fi available]. Ask staff for the network and password.
23. **What languages do you support？（支持哪些语言？）**\
A: We primarily speak English. If you need another language, I can transfer you to someone who may be able to assist further. Let us know and we'll do our best to assist.
24. **What is your policy on outside food and drink？（对外带食物和饮品有什么规定？）**\
A: Outside beverages are not permitted. Exceptions may apply for celebration cakes—please call ahead.
25. **Do you partner with third-party delivery apps？（与第三方外送平台合作吗？）**\
A: \[Yes/No]. Ordering directly is recommended for best pricing and service.
26. **How do I apply for a job？（如何应聘？）**\
A: Check openings at \[careers page] or drop off a résumé in person.
27. **Do you offer franchises or partnerships？（提供加盟或合作机会吗？）**\
A: Please email \[business@…] with your inquiry.
28. **What's your holiday schedule？（节假日营业时间是什么？）**\
A: Holiday hours will be posted on our website and social channels. You can also call to confirm.
29. **How do you announce weather-related closures or delays？（因天气停业或延误如何通知？）**\
A: We update our website banner, social media, and notify customers with active orders.
30. **Do you provide receipts or invoices for business expenses？（可以提供商务报销的收据或发票吗？）**\
A: Yes—ask at checkout or reply to your order confirmation email to request a PDF copy.
31. **Do you handle tax-exempt purchases？（支持免税采购吗？）**\
A: Yes—please provide your tax-exempt certificate before payment.
32. **What are your health & safety practices？（有哪些卫生与安全措施？）**\
A: We follow local health guidelines, sanitize high-touch areas regularly, and offer contactless options upon request.
33. **Lost and found—who do I contact？（失物招领应联系谁？）**\
A: Call \[phone] or email \[email] with a description of the item and your visit details.
34. **Can I take photos or film inside？（可以在店内拍照或摄影吗？）**\
A: Casual photos are welcome. For professional shoots, please request permission at \[email].
**注意：** 此 FAQ 仅作为示例模板。请根据您门店的具体服务、政策和顾客需求，随意编辑、添加或删除问题和答案。
1. **What is the business address？（店铺地址是什么？）**\
A: \[Insert business address]
2. **Do you accept walk-ins or appointments only？（接受散客还是仅限预约？）**\
A: We offer both walk-ins and online appointments. If you'd like to book now, we can send you the booking link.
3. **Can I walk in without an appointment？（可以不预约直接到店吗？）**\
A: Availability and wait times vary. We recommend checking our online booking for the most up-to-date availability.
4. **How long will I wait for walk-in service？（散客需要等多久？）**\
A: Let me transfer your call to the store manager, who can provide details.
5. **Do you have any openings today？（今天还有空位吗？）**\
A: You can check our online booking for real-time availability.
6. **Can I book an appointment for today？（可以预约今天吗？）**\
A: Yes, we'll send you the booking link.
7. **Can I book an appointment within 30 minutes？（可以预约 30 分钟之内吗？）**\
A: Let me transfer your call to the store manager for assistance.
8. **What services do you offer？（提供哪些服务？）**\
A: \[Insert service categories]
9. **What are the service prices？（服务价格是多少？）**\
A: \[Insert service menu with price and duration]. If the menu has many items, list FAQs per category.
10. **Do you have package deals or membership discounts？（有套餐优惠或会员折扣吗？）**\
A: Yes, if packages or memberships are listed in the booking system. A: No, if not available.
11. **Can I request a specific technician or specialist？（可以指定技师或专家吗？）**\
A: Yes, you can select your preferred staff member in the booking system. If that option isn't available, add their name in the booking notes or speak to the store manager for assistance.
12. **Do you offer services for kids？（提供儿童服务吗？）**\
A: Yes, if kid services are listed in the booking system. A: No, if not available.
13. **Do you offer group or party appointments？（接受团体或聚会预约吗？）**\
A: Yes, if group booking is supported. A: No, if not available.
14. **Do you provide a private room？（有私人包间吗？）**\
A: Your privacy is important to us. Let me transfer your call to the store manager.
15. **Do you offer senior or member discounts？（有老年人或会员折扣吗？）**\
A: Let me transfer your call to the store manager for details.
16. **Do you have parking spaces？（有停车位吗？）**\
A: Let me transfer your call to the store manager for details.
17. **Do you have accessible paths or parking？（有无障碍通道或停车位吗？）**\
A: Let me transfer your call to the store manager for details.
18. **Do you accept credit cards？（接受信用卡吗？）**\
A: Yes, we accept both cash and major credit cards.
19. **Do you accept American Express？（接受美国运通卡吗？）**\
A: Let me transfer your call to the store manager for details.
20. **Do you charge extra for credit card payments？（刷卡支付会额外收费吗？）**\
A: Let me transfer your call to the store manager for details.
21. **What is your late or cancellation policy？（迟到或取消政策是什么？）**\
A: Please see our website for details. I can also connect you with the store manager now.
22. **Can you provide your cancellation, store, and refund policies？（可以提供取消、门店和退款政策吗？）**\
A: Let me transfer your call to the store manager for details.
23. **Do you sell gift certificates？（出售礼券吗？）**\
A: Yes, we offer gift cards. \[more details needed] or Let me transfer your call to the store manager for purchase.
24. **Are technicians licensed and insured？（技师持有执照并投保吗？）**\
A: Yes, all staff are fully trained and licensed.
25. **Is gratuity included？（价格含小费吗？）**\
A: Tax and tip are not included in the service price. Tips are always appreciated, and cash tips are preferred.
26. **Should I mention medical conditions before service？（服务前需要说明健康状况吗？）**\
A: Yes, please inform us of any conditions beforehand. This helps our technicians adjust techniques appropriately.
27. **What is your holiday schedule？（节假日营业时间是什么？）**\
A: We are open on holidays.
28. **Can I speak to the store manager or owner to file a complaint？（可以联系店长或店主投诉吗？）**\
A: Yes, let me transfer your call to the store manager.
29. **Can I get a refund if I was double-charged or overcharged？（被重复扣款或多收费可以退款吗？）**\
A: Let me transfer your call to the store manager for assistance.
30. **Can I use a Groupon voucher？（可以使用 Groupon 优惠券吗？）**\
A: Let me transfer your call to the store manager for assistance.
31. **Can I cancel my appointment？（可以取消预约吗？）**\
A: Let me transfer your call to the store manager for assistance.
32. **Can I reschedule my appointment？（可以改期吗？）**\
A: Let me transfer your call to the store manager for assistance.
33. **Do you speak Chinese, Spanish, or Vietnamese？（会说中文、西班牙语或越南语吗？）**\
A: I speak English only, but I can connect you to an operator who may be able to assist.
复制相关模板，并根据您的业务进行定制。您可以先从 10-15 条 FAQ 开始，再根据实际来电逐步添加。
## 应包含的内容
涵盖基本信息：营业时间、地址、外送/自取政策、支付方式、饮食需求照顾、预订，以及任何特殊政策（着装要求、宠物、活动）。还要加入有时效性的更新，例如节假日营业时间或施工通知，并为临时信息设置到期日期。
## 使用 AI 生成 FAQ
点击 **Generate With AI**，即可根据您的网站自动创建 FAQ。输入 1-3 个包含您想转成 FAQ 的信息的网站 URL（每行一个），然后点击 **Generate FAQs**。
AI 会扫描您的网站，查找营业时间、地址、菜单亮点、服务和联系方式。AI 生成的 FAQ 在您的 FAQ 列表中会标记为 “Automatic”，手动添加的 FAQ 则标记为“Manual”。
正式上线前，请务必检查 AI 生成的 FAQ 是否准确。
## 测试与维护
给您的 AI 打电话，问一些类似 “What are your hours?”或“Do you deliver?”的问题，检验它的回答。AI 会自动处理拼写错误和各种问法。
每周查看通话记录，找出缺口，为未能回答的问题添加新的 FAQ，并在信息变化时及时更新。FAQ 优化得越多，AI 的表现就越好。
## 后续步骤
设置营业时间
自定义语音设置
拨打测试电话
监控表现
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