When your FAQ gives two answers

Your website says one thing. An old reply saved on your phone says another. Asking AI to make both sound friendlier will not settle which answer is right.

Start by collecting the competing sources: the website page, the saved reply, the note in your docs. Keep each snippet with its source and date. A screenshot of where you found it beats a memory of what it said.

Next, separate wording differences from potentially different commitments. “Pickup in two working days” and “pickup within 48 hours” can promise different timing across weekends or holidays. “Ready within two working days” and “collect on Friday after confirmation” also need clarification. Ask the policy owner which conditions, clock and confirmation rule apply before treating either pair as equivalent or contradictory.

For the factual conflicts, make a short decision list: the exact sentences that disagree, the decision each implies, and the person who can settle it. Ask your drafting tool to quote the conflicting promises and list the questions the policy owner must answer. The tool exposes the disagreement. The owner resolves it.

Only then write the new answer, with its source and revision date beside it. Mark the old versions retired so the next revision doesn't start from a stale reply on someone's phone. Then test one common customer question against the approved answer to confirm it holds.

Note the order: cleaning the source comes before any chatbot, template, or autoresponder. A document with the correct answer does not establish automated customer service. It establishes the truth the automation will later use.

Find one FAQ answer that appears in more than one place. Compare what each version actually promises.