Chat Widget FAQ

The FAQ feature lets you add frequently asked questions to your chat widget. When visitors open the widget, the Home screen shows an FAQ accordion where visitors can expand questions to read the answer — reducing the need for a live conversation. Available on Pro and Enterprise plans.

Plan Requirements

On Starter plans, the FAQ tab shows an upgrade prompt with a lock icon and a description of the benefits:

• Reduce response times with instant answers
• Handle common questions automatically
• Prioritize conversations that need personal attention
• Improve customer satisfaction with self-service

Upgrade to Pro to unlock FAQ functionality.

Adding FAQ Items

Navigate to Channels → Website Chat → FAQ tab and click "+ New FAQ Item" to add a new entry:

• Question — the question visitors will see (e.g. "What are your opening hours?")
• Answer — the answer shown when the question is expanded (e.g. "We're open Monday through Friday 09:00–17:00.")
• Category — optional category to organize FAQs (e.g. "General", "Shipping")
• Top Answer — toggle to pin this FAQ to the top of the list

Click "Add FAQ Item" to save the entry.

Managing FAQ Items

Your FAQ items appear in a list with the following controls:

• Star toggle — mark/unmark as a top answer (pinned to top)
• Delete button — permanently remove the FAQ item

Top-pinned FAQs always appear first in the widget.

How Visitors See It

When a visitor opens the chat widget, the Home screen appears first. Below the agent card and CTA button, FAQ items are displayed as an accordion — each question has a clickable header that expands to reveal the answer. Visitors can expand and collapse questions to browse through your FAQs without leaving the home screen. If the visitor still needs help, they can click the CTA button or switch to the Chat tab to start a live conversation. When the AI Chatbot is also enabled, the AI can use FAQ entries as knowledge to provide even smarter automatic answers.