Overview

What are FAQs?

How to add FAQ Categories?

How to edit or delete Categories?

How to add FAQ articles?

How to edit or delete FAQ article?


What are FAQs?

FAQs aid you in providing self-help to visitors and extend the help in the language they prefer. You can create rich FAQ content with images, videos, tables, and deep-links to deflect common customer queries.


The FAQs section consists of two parts: Categories and FAQ articles.


A FAQ category is like a folder in which you can organise FAQs that are related or share some context. Categories make it easier for users to find the FAQs they are looking for. You can have multiple categories and each category with multiple FAQs. For example, you can create a category called Pricing and put pricing-related FAQs under it.


FAQs can be used in two ways,

  • One way is users going to the FAQs section of the mobile SDK or web messenger to find solutions for their issues instead of reaching out to a support personnel. FAQs have a search bar to help users narrow down the relevant FAQs.

  • Second, a team member can insert FAQ into a conversation from the inbox to quickly resolve a user’s issue.


How to add FAQ Categories?

To add a new FAQ category,

  1. Go to FAQs tab.



  1. Click Add Category. The Add Category dialog box appears.



  1. Enter the Category Title, Description, Tags, and an image.

  2. Select the Platforms on which you want the category and its FAQs to be available.

  3. Click Publish.


You can choose to hide this category from a certain group of users by selecting the Hide this category for...checkbox.


How to edit or delete Category?

To edit category details,

  1. Hover on the Category.



  1. Click Edit category details. The Edit Category dialog box opens.



  1. Make the necessary changes.

  2. Click Publish.


To delete a category, 

  • Click Delete in the Edit Category dialog box.


How to add FAQ articles?

To add a new FAQ article within a category,

  1. Go to FAQs tab.

  2. Click the Category under which you want to add FAQ.



  1. Click Add FAQ. The Add FAQ dialog box appears.



  1. Enter the FAQ Title and Content. You can add images, hyperlinks, deep-links and video to your content.

  2. Enter the Tags that can be used to filter the FAQs for mobile SDK.

  3. Select the Platforms on which you want the FAQs to be available.

You can choose to hide this category from a certain group of users by selecting the Hide this category for...checkbox.

  1. Click Save.



How to edit or delete FAQ article?

To edit an existing FAQ,

  1. Click the FAQ. The View FAQ dialog box appears.



  1. Click Edit.



  1. Make the necessary changes.

  2. Click Publish.


To delete a FAQ, 

  • Click Delete in the Edit FAQ dialog box.