Take the text of the email and throw way noise words (what, how, the, etc.). Then take the words left and see if they appear in the faqs. Keep track of how many words in the email match a particular FAQ so you can rank the FAQs.

So when the user clicks "SEND", you can politely say something like "Here is a list of FAQs that might answer your question". Each FAQ has a link to the FAQ and a blurb so user can tell with out going to the FAQ whether it might help.

You should have a button/link in a very obvious place that says, in effect, "None of the FAQs answer my questions, Submit the question Now".

Over time you can tune your list of noise words and perhaps even recognize a list of words that should be given more relevance in sorting the FAQs for display.

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