FAQs

FAQs can be used in two ways:

• First is a straightforward way in which users go to the FAQs section of the mobile app and web messenger to find solutions for their issues, instead of reaching out to the support personnel. FAQs have a search bar to help the users narrow down the relevant FAQ articles.

FAQs in Mobile App

FAQs in the Web Messenger

• Second is when a user is in conversation with one of your agents and has asked a query that has already been addressed in one of your FAQs. In such cases, the agent can insert the FAQ into the conversation from within the inbox to quickly resolve the user issue.

An agent can send FAQs in chat from within the web app

FAQs visibility on web pages can be controlled by adding tags to them. 

When you create a new FAQ category, you can associate it with tags and use those tags as parameters in the Freshchat code snippet to display only a set of categories on different web pages. This helps you decide what works where and give visitors and users the unique context they need on every page. 

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. 

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 a 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.
  

Note: 
Tags added by admins won't 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 FAQ Options 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<>();
tags.add("login");
FaqOptions faqOptions = new FaqOptions().filterByTags(tags, "Login Issues");
Freshchat.showFAQs(MainActivity.this, faqOptions);

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.

FAQs visibility on web pages can be controlled by adding tags to them.

When you create a new FAQ category, you can associate it with tags and use those tags as parameters in the web messenger code snippet to display only a set of categories on different web pages. This helps you decide what works where and give visitors and users the unique context they need on every page.

To set tags to your web pages, checkout our developers documentation FAQ customization.

You need to use those tags in Freshchat while creating FAQs. To learn how to create FAQs in Freshchat refer this article.

To add additional clarity and context to your FAQs, you can include images or videos to your FAQ content. Achieve this by using the Insert Image/Video option at the top of FAQ text editor bar. You can also use the deep link option on FAQ text editor to hyperlink texts with a URL.

Yes, you can send a FAQ via message to the user.

Yes, you can leave an FAQ as a draft.

You cannot undo the changes made once you save the article. We do not maintain version history in our system. However, you can save a FAQ as a draft and make changes until you publish it.

myFAQButton.setOnClickListener(new OnClickListener() {

   @Override

   public void onClick(View view) {

       FaqOptions faqOptions = new FaqOptions()

           .showFaqCategoriesAsGrid(true)

           .showContactUsOnAppBar(true)

           .showContactUsOnFaqScreens(true)

           .showContactUsOnFaqNotHelpful(false);

       Freshchat.showFAQs(MainActivity.this, faqOptions);

   }

});

In the above config file you can change the below from

.showContactUsOnFaqScreens(true) to (false).

Yes, you could add showFAQOnOpen: true under config and that would display the FAQs first to the visitor when they click on the chat widget. You would also be able to hide the FAQs tab by making use of hideFAQ: true.

The pre-chat form can be used to collect details from the users such as name, email, etc before the chat begins. Checkout this support article for more information.