FAQs - Zoho SalesIQ


What are FAQs?

FAQs are a list of common questions customers have asked about your product or service. This section inside your SalesIQ dashboard will contain a list of these common questions along with the relevant answers and can be shared by operators or bots during conversations. When the intent of the visitor's query matches any of the FAQs, then it can be shared during the chat. 


  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 (Self-service)?

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  Resources > FAQs.
  2. Click on  Add, and select  Compose .

  1. The new editor powered by Zoho Writer will open, and you can start drafting your FAQ .

Roles and Permissions:

Operator Type



Can create and edit FAQs associated to all departments.


Can create and edit FAQs in the departments they are associated to


Can only view FAQs in the departments they are associated to

FAQ Configuration:

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

  1. Reference : Refer to other language variants of the same FAQ for accurate composing. Example: If you are drafting a french variant for the article/FAQ. And the article/FAQ already has multiple language variants, such as English, German, etc. In this case, you can view any of these as a reference and draft your french variant
  2. Language variant: Select the language variant of the current FAQ. See multilingual support for details.
  3. Versions : View the version history of the current FAQ. If you have already published the FAQ, you can view the published version for reference. An FAQ can have both a published version and a draft version simultaneously. Any changes made to the published version will be saved as a draft. Once the draft is published, the draft version is removed. Editing the newly published version will create another draft.
  4. Departments : Associate this FAQ to a department.
  5. Category : Categorize your FAQs to keep your FAQs organized and make it easier to find the required FAQs from the self-service knowledge base.
  6. Channels : Select the channels in which this FAQ should be visible in the self-service knowledge base.
  7. Make this FAQ public: When enabled, this FAQ will be displayed in the visitor chat window (if enabled).

How do I categorize my FAQs?

To organize your resources by categorizing them, checkout How to categorize your resources

Assigning categories

To place the FAQ that you are editing in a specific category,

  1. Select the parent category under which you want to place the FAQ .
  2. To place this FAQ under a sub-category, click on  Choose sub-category option.
  3. To further categorize this FAQ in a sub-category, click on the  Choose sub-category option once again and select the sub-category. Now you have placed the FAQ under 3rd lever sub-category.

Saving and Publishing

  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  Save option.
  2. If you want to make the FAQ available to visitors on the chat window, then you can directly click on  Publish .

How to edit/delete an FAQ?

Editing an FAQ:

To edit an FAQ,

  1. Navigate to  Resources -> FAQs.
  2. In the FAQs dashboard, click on the FAQ that you want to edit and then click on  Edit .
  3. You can make changes to the message, the departments associated, or the category of the FAQ .
  4. You can also click on  Preview to get an idea of what the FAQ will look like.
  5. Click  Save as Draft / 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

Multi-lingual support brings you the ability to manage and provide support to your customers' queries in the language of their choice. You can easily create and manage resources in multiple languages for your FAQs and FAQs, helping you to provide a more personalized service to your global customers.

Learn more about  Multilingual support for resources

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Multilingual Support for Resources

                                                                                                        Multi-lingual support brings you the ability to manage and provide support to your customers' queries in the language of their choice. You can easily create and manage resources in multiple languages for your articles and FAQs, helping you to provide ...
                                                                                                      • Importing resources into Zoho SalesIQ

                                                                                                        The import resource feature in Zoho SalesIQ is a powerful tool that allows you to easily and quickly bulk import articles and FAQs into your account. It is an efficient way to add and edit articles or FAQs quickly and accurately without having to ...
                                                                                                      • What are the supported languages in Zoho SalesIQ?

                                                                                                        SalesIQ supports 30 different languages in the following features. Resources (Articles, FAQs, Small Talks) Answer bot Codeless bot builder Currently, these languages are not supported in Business terms. Language Code Arabic ar Armenian hy Croatian hr ...
                                                                                                      • UAQs

                                                                                                        What are UAQs? This section consists of a collection of all the questions  asked by the visitors that the answer bot has failed to answer. When the bot does not know the answer to one of the questions that the visitor asks during a conversation, the ...
                                                                                                      • Managing Categories in Resources

                                                                                                        How do I categorize my resources? Categories are an effective way to organize resources and make it easier for visitors to find them. Through the use of a multi-level categorization system, resources can be placed in sub-categories, allowing for a ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources