Benefits

1. The FAQ section will be the go-to hub for customers to find answers to their questions. They improve the experience your visitors have on your website and the usability of your website and thus increase conversion.
2. They can help support representatives provide quick information to help customers make a purchasing decision. They can serve as the first touch point with your visitors that will convert them into paying customers and thus boost sales.
3. Also, when you have a strong FAQ section for your business, the AI Bot feature will function super effectively and this will in turn increase the resolution rate of the bot.

How do I enable the Knowledge base in the chat window?

To enable self-service for your visitors and allow them to find solutions to their problems using your articles and FAQs, check out "How to enable a Knowledge Base in your visitor chat window."

How to add a new FAQ?

To add a new FAQ,

1. Inside the SalesIQ dashboard, navigate to  Answer Hub > Articles > Compose.
   

Learn more about importing FAQs

1. Give your FAQ a title(s) and choose the Answer type.
   
1. 
   Static
   
1. Displays predefined FAQ content that remains the same for all visitors.
   
2. Example: Direct visitors to navigate to the product's billing or subscription page to view their plan details.
   
2. Get Answers from Plug
   
1. Displays dynamic FAQ content generated using plugs. The content can vary based on visitor data or external system responses.
   
2. Example: Ask the visitor for their email address or phone number, fetch their subscription details using a plug, and display their current plan directly within the FAQ. The displayed plan information will be personalized for each visitor.
   

Static

1. The editor will open, and you can start drafting your FAQ.
   

AI-assisted writing

Note to customers: This is a part of our upcoming Summer ’26 release and will be rolled out in phases. If you would like early access to explore the feature, please fill out this form.

1. Generate: Create a new FAQ by providing inputs such as URLs, titles, or keywords. The selected AI model uses this input along with the configured global data to generate relevant article content.
2. Refine: Improve or modify existing content based on your needs. This can be used to expand sections, shorten content, add context, include examples, or adjust tone and clarity.
3. Correct: Automatically fix grammar, spelling, formatting, and other language-related issues in the FAQ.
   

Note: For Refine and Correct, clicking the option opens an input modal. A default prompt, such as “Refine %faq_answer%” or “Correct % faq_answer%”, will be pre-filled. Do not modify this default text, simply append your instructions after it to guide the AI.

Roles and Permissions:

FAQ configuration:

Once your FAQ is drafted completely, you can set the configuration for each FAQ.

1. Language variant: Select the language variant of the current article. Click + for adding articles in other languages.
2. Departments: Associate this article with a department.
3. Category: Categorize your articles to keep them organized and make it easier to find the articles you need in the self-service knowledge base. Learn more about categorizing resources here.
   

1. To manage categories, click the gear/settings icon. 
   

1. Channels: Select the channels in which this article should be visible in the self-service knowledge base.
2. Allow sharing with visitors: When enabled, this article will be displayed in the visitor chat window (if enabled).
   
3. Attachments: Add files as supporting documents for the articles (Size & limit - Maximum of 3 files, limited to 5 mb each)
4. Follow up: Add existing articles/FAQs/Webpages for additional reference. 

Get answer from Plug

Note to customers: This is part of our upcoming Summer ’26 release and will be rolled out in phases. If you would like early access to explore the feature, please fill out this form.

1. In Answer type, select Get answer from plug.
2. Choose the required plug from the Plug dropdown.
   
3. Enable the Execute plug only for verified sessions to execute the plug only for verified users. For example, in WhatsApp, the visitor's phone number is verified by the channel, allowing the FAQ to securely retrieve and display personalized information.
4. Configure the plug input:
1. Use a visitor variable or context variable (available only for bot conversations and ensure to have the excate variable set here), or
2. Collect input directly from the visitor using a small form during the FAQ flow.
5. Enter the prompt to display to the visitor, and specify the label for the submit button.
   

1. Once the plug executes, its output will be available as variables. Use these variables in the FAQ content by referencing them with %.
2. Configure a Fallback Message to be displayed if the plug execution fails or returns an error. This ensures visitors still receive a relevant response.
   

Sample output from chatbot:

Save & Publish

1. Once all of the settings are configured, click  Save .
2. Finally, you can either choose to save the FAQ as a draft or publish it directly on the website. 

1. If you are still in the process of updating your content and don’t want to display it to customers yet, then use the Save option.
2. If you want to make the FAQ available to visitors in the chat window, you can click Publish.
   
   

How to edit/delete an FAQ?

To edit an FAQ,

1. Navigate to Answer hub > FAQs.
2. In the FAQs dashboard, click the FAQ you want to edit, then click Edit.
3. You can make changes to the message, the associated departments, or the FAQ category.
4. Click  Save/Publish.

Note:  When you edit and save an existing FAQ as a draft, the original version of that FAQ will be displayed in the FAQ tab of the chat window until the new version of the FAQ is published

Multi-lingual Support for Resources

Learn more about multilingual support for resources.