The FAQs can be used in two ways:
First is the straightforward way of users going to the FAQs section of the mobile SDK and web messenger to find solutions for their issues, instead of reaching out to support personnel. FAQs have a search bar to help the users in narrowing down the relevant FAQs.
FAQs in the Web Messenger:
Second is when the user is in conversation with one of your team members and has asked a query that has already been addressed in one of your FAQs, explaining everything in detail. In such cases, the team member can insert the FAQ into the conversation from the inbox to quickly resolve the user issue.
This is how a team member can send FAQs in chat from the mobile app:
A team member can send FAQs in chat from the web app: