User Guide
FAQ Management
Learn how to create, edit, and publish FAQs
FAQ management lets you publish information that customers can use to resolve questions themselves. Markdown answers, categories, tags, and publish controls help you present support content clearly before customers contact your team
FAQ Management Flow
1
Subscribe to the FAQ Plan
Subscribe to the FAQ plan for the target form from "Billing & Plans"
- FAQ is a form-scoped add-on
- Without the plan, FAQ management and publishing are restricted
- After subscribing, the FAQ menu is available for the target form
2
Create an FAQ
Open "FAQ" and create a new FAQ with a question and answer
- Answers support Markdown, including headings, lists, links, and tables
- Use the preview tab to check the rendered output before saving
- Include concrete keywords in the question so customers can find it
3
Set Categories and Tags
Assign categories and tags so FAQs are easier to browse
- Categories work well by inquiry type or feature area
- Tags are useful as cross-cutting keywords
- Use labels that customers can understand
4
Publish an FAQ
Publish the FAQ after reviewing the content
- Published FAQs appear in the public FAQ list
- Keep drafts or content under review unpublished
- Share important updates with agents after publishing
5
Improve FAQs from Inquiries
Review incoming inquiries and turn repeated questions into FAQs
- Repeated inquiries are a good signal that an FAQ is needed
- Resolved ticket replies can be reused as a starting point for FAQ answers
- Review old FAQs regularly so they stay aligned with the product
Before You Start
- The FAQ plan must be active
- You need permission to create and edit FAQs
- Prepare the questions, answers, categories, and tags you want to publish
Writing Tips
- FAQs are displayed in the language they are written in and are not automatically translated
- Markdown links can point customers to external documents or public pages
- Before publishing, check whether the question includes terms customers are likely to search for
What to Do Next
After publishing FAQs, guide customers to them from the inquiry form and public pages to reduce repeated inquiries