What an FAQ is
An FAQ is just two fields: a question and an answer. Salva treats your answer as the authoritative response any time a caller's question matches.
This is the cleanest way to make sure Salva says exactly what you'd say. No prompt engineering, no guessing.
Examples worth adding
| Question | Answer |
|---|---|
| Do you accept Medicaid? | We don't accept Medicaid currently, but we offer in-house payment plans. |
| Where's parking? | We're in the medical plaza on 4th Avenue. Free patient parking in the rear lot. |
| Do you see kids? | Yes, we see patients age 3 and up. We have a kid-friendly waiting area. |
| What insurance do you take? | We're in-network with Delta Dental, Cigna, Aetna, and BlueCross. We file out-of-network too. |
| How much is a cleaning without insurance? | $129 for a routine adult cleaning and exam. |
The more specific, the better.
Where they live
Settings → AI Configuration → Patient FAQs. Add as many as you want. They sync to voice and chat simultaneously.
How matching works
Salva doesn't require an exact match. If a caller asks "y'all take Medicaid?" and your FAQ question is "Do you accept Medicaid?", it matches. The intent is what's checked, not the wording.
If two FAQs could match, Salva picks the closest one — so it's safe to add overlapping entries (e.g., "Do you take Delta Dental?" and "Do you accept dental insurance?" can both exist).
When to add a new one
The easiest way to find missing FAQs is to read your inbox weekly. Anywhere Salva gave a generic answer or escalated to a human for a question that has a simple practice-specific answer is a candidate for a new FAQ.
What FAQs can't do
FAQs are static answers. They can't:
- Pull live data from your practice management system (use OpenDental integration for booking-related queries)
- Make decisions based on the caller's history (Salva doesn't know who's a returning patient unless told)
- Override emergency detection — emergencies always take priority
For broader behavior shaping (tone, what Salva will and won't do), see Do's and don'ts: shaping how Salva talks.
Published April 26, 2026