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FAQ (Frequently Asked Questions)

Menu Path: Workspace > Settings > Communication > FAQ

Permission Requirements

To manage FAQs, you must have the Workspace:FAQ:Manage permission.

The FAQ module allows you to build an informative knowledge base for your customers. Providing detailed answers to common questions helps reduce the load on your support team and improves customer satisfaction.

Key Features​

1. FAQ Groups (Categories)​

  • Organization: Before creating questions, you should create Groups (e.g., "Payments & Refunds", "Shipping").
  • Group Details: Each group requires a title and a short description. This helps users quickly find the topic they need help with.

2. Content Management​

  • Adding Questions: When adding a new question, assign it to a specific Group.
  • Rich Text Editor: The answer field uses a Rich Text Editor. You can format your answers using bold text, italics, bulleted lists, and hyperlinks to make the content highly readable and actionable.
  • Auto-Save: The editor includes auto-save functionality to prevent data loss while drafting long answers.

[!TIP] Content Strategy: Review your most frequent support tickets monthly and convert the resolutions into new FAQ articles. Use clear formatting and step-by-step lists in the Rich Text Editor.

Common Issues​

  • Issue: A newly created question is not appearing in the storefront's categorized view.
  • Solution: Ensure that the question is assigned to an active FAQ Group. Questions without a group might only appear in general search results rather than category listings.