The Brand2Chat FAQ Setup allows you to create a library of frequently asked questions and answers that customers can browse directly inside your chat widget. By enabling self-service FAQs, customers get instant answers to common questions without needing to wait for a live agent reducing your support workload and improving customer satisfaction.
How to Access FAQ Setup
1. Log in to your Brand2Chat account.
2. Click on FAQ Setup in the left-side navigation menu.
3. The FAQ Setup page will load with an Add FAQ form on the left and your existing FAQ list on the right.
What You Can Do on the FAQ Setup Page
Add FAQ Panel (Left Side)
This is where you create new FAQ entries. Each FAQ consists of a Question and an Answer, along with an Enabled toggle to control whether the FAQ is visible to customers immediately.
FAQ List Panel (Right Side)
All your saved FAQs are displayed here. Each entry shows the question, the answer, and its current status Enabled or Disabled. You can edit or disable any FAQ directly from this panel. A Search FAQ field at the top lets you quickly find any entry in your list.
How to Add a New FAQ
1. Go to FAQ Setup from the left sidebar.
2. In the Add FAQ panel on the left, click on the Question field and type your question (for example, “How do I reset my password?”).
3. Click on the Answer field and type the full answer to that question.
4. Make sure the Enabled toggle is turned ON if you want the FAQ to be visible to customers right away.
5. Click Save FAQ.
6. Your new FAQ will immediately appear in the FAQ list on the right side, marked with an Enabled badge.
ℹ️ Note: You can save a FAQ with the Enabled toggle turned OFF if you want to prepare it in advance but not show it to customers yet. You can enable it later from the FAQ list.
How to Edit an Existing FAQ
1. In the FAQ list on the right side, find the FAQ you want to update.
2. Click the pencil (edit) icon next to that FAQ.
3. The question and answer will load back into the Add FAQ form on the left.
4. Make your changes to the question or answer text.
5. Click Save FAQ to update.
How to Disable a FAQ
1. In the FAQ list on the right side, find the FAQ you want to hide from customers.
2. Click the Disable button next to that FAQ.
3. The FAQ will remain in your list but will no longer be shown to customers in the chat widget.
4. To re-enable it, click the Enable button that replaces the Disable button when the FAQ is inactive.
How to Search Your FAQs
1. In the FAQ list panel on the right, click on the Search FAQ field.
2. Type any keyword from the question or answer you are looking for.
3. Click Search to filter the list, or click Clear to reset the search and show all FAQs.
Tips for Writing Good FAQs
- Keep questions short and specific - write questions exactly as your customers would ask them.
- Keep answers concise - aim to answer the question directly in 2–4 sentences. For complex topics, direct customers to your Knowledge Base or an agent.
- Focus on your most common queries - start with the questions your support team receives most frequently.
- Review and update regularly - outdated FAQs create confusion. Revisit your FAQ list whenever your product or policies change.
Troubleshooting
My FAQ is saved but not showing in the widget
- Check that the Enabled toggle for that FAQ is turned ON in the FAQ list.
- Ensure your Chat Widget is active. Go to Widget Setup and confirm the Enabled toggle is ON.
I cannot find a FAQ I saved earlier
- Use the Search FAQ field on the right panel to search by keyword.
- If it does not appear in search results, it may have been accidentally deleted. Re-create it using the Add FAQ form.
