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FAQs

FAQs are short question-and-answer pairs that appear as clickable chips on your website chat widget's greeting screen, so visitors can get common answers in one tap before they ever type a message. You create them by hand or let the AI propose drafts from your conversation history. This guide covers scope (organization-wide vs. per-channel), creating and editing FAQs, reordering them, the AI-generate flow, and exactly where they show up.

You'll find FAQs at Settings → FAQs (route /settings/faqs). Managing FAQs requires the OWNER or ADMIN role; agents and viewers can generally read them.

FAQs vs. the knowledge base#

It's important not to confuse the two:

  • FAQs are primarily for the website chat widget's greeting screen. They give visitors quick, tappable answers before a conversation starts.
  • The knowledge base is what grounds the AI's drafted replies (via RAG). See Knowledge base.

In the current version, FAQs are not injected into the AI's reply context — they're a greeting-screen feature. If you want the AI to use information when it writes replies, put that information in the knowledge base, not in FAQs.

Scope: organization-wide vs. per-channel#

Every FAQ has a scope:

  • Organization-wide — applies across your organization.
  • Per-channel — tied to a specific channel. Per-channel FAQs are only available for WEBSITE_CHAT channels (the channel type behind the embeddable chat widget).

This lets you keep a set of universal FAQs while also tailoring extra FAQs to a particular widget — for example, a website that has a different audience or product focus.

Creating an FAQ#

To create an FAQ, provide:

  • Question — up to 280 characters. Write it the way a customer would ask.
  • Answer — up to 2000 characters. Keep it concise; this shows on the greeting screen.
  • Active toggle — controls whether the FAQ is shown. Create it active to display it immediately, or leave it off until you're ready.

Editing, toggling, and deleting#

  • Edit — change the question, answer, or active state of an existing FAQ.
  • Toggle active — switch an FAQ on or off without deleting it. Inactive FAQs are kept but not shown.
  • Delete — remove an FAQ. You'll be asked to confirm first.

Each FAQ in the list shows whether it is Active or disabled, and an "AI-generated" badge if it came from the AI-generate flow (below).

Reordering FAQs#

Order matters because the widget shows a limited number of chips (see Where FAQs appear). To control which FAQs surface first:

  • Use the up and down arrow buttons to move an FAQ in the list.
  • There is no drag-and-drop — reordering is done with the arrow buttons.

Put your most common or highest-value questions near the top.

AI-generate FAQs#

If you'd rather not write FAQs from scratch, the AI can propose them based on your real conversations.

  1. Open the AI-generate dialog.
  2. Choose how many FAQs to generate — between 1 and 10.
  3. The AI analyzes your conversation history and proposes draft question-and-answer pairs.
  4. Review the drafts and pick which ones to save. Only the drafts you select are added.

Saved AI drafts appear in your list with the "AI-generated" badge. You can edit, reorder, toggle, or delete them just like any manually created FAQ. This is a fast way to seed a useful FAQ set that reflects what customers actually ask.

Where FAQs appear#

FAQs surface in the website chat widget's greeting screen as clickable chips. When a visitor opens the widget, the greeting screen presents these chips so they can pick a common question instead of typing.

The order and selection follow these rules:

  • Channel FAQs come first, then organization-wide FAQs.
  • The total number of chips shown is capped at around 5.

Because of the cap, only your top few FAQs (after ordering and the channel-first rule) will be visible to a given visitor — another reason to reorder thoughtfully and keep only your best FAQs active.

To see this in context, the widget is embedded on your site as described in Widget embed.

Related#

  • Knowledge base — what actually grounds AI replies (and how it differs from FAQs).
  • Channels — WEBSITE_CHAT channels and their settings.
  • AI replies — how the AI drafts replies.
  • Widget embed — putting the chat widget on your website.
  • Getting started — set up your organization and channels first.
  • Glossary — definitions of channel types, scope, and more.
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