Each FAQ can be tagged to a set of keywords. Tags can be used to filter FAQs and directly launch a specific FAQ or a list of FAQs. For example, 'login' would act as a keyword to an FAQ that helps troubleshoot login issues.
Currently, the tag-based filtering is only available on Mobile SDK. We will soon bring it for web messenger.
On the app, the developer can add a button which will have a link to launch FAQs. The admin sets it with filter = login, that is, filtering all login related FAQ. That way, only that specific FAQ will show up.
Adding a tag to an FAQ:
While creating the FAQ, add the tag that is closely related to this FAQ, in the 'Tags' field.
An FAQ can have multiple tags. In case the tag has already been used, it appears in the dropdown list of already used tag names. If the tag doesn’t exist and is being used for the first time, it doesn't show up in the list of tags. A new tag is created and can be used later to tag another related article.
Tags are added by the admin and will not be visible to end-users.
There are no limits to the number of tags an admin can create.
Filtering FAQ by tags:
To filter and display only FAQs tagged with a specific term, use the filterByTags option in FAQOptions instance passed to showFAQs() API as below.
Example: To link to FAQs related to login issues, those specific FAQs can be tagged with the term "Login" and can be linked from Payments page in the app.
Code samples for Android:
List<String> tags = new ArrayList<>();
FaqOptions faqOptions = new FaqOptions().filterByTags(tags, "Login Issues");
Code sample for iOS:
FAQOptions *options = [FAQOptions new];
[options filterByTags : @[ @"login"] withTitle:@"Login Issues"];
[[Freshchat sharedInstance]showFAQs:self withOptions:options];
Note: The list of tags need to be entered only in lowercase.