Build a Self-Service Knowledge Base
Customers often have the same questions: "What are your hours?" "How do I return an item?" "Do you ship internationally?" Instead of answering these questions repeatedly, create a Q&A library that lets customers help themselves—right from your chat widget.
What is Q&A?
Q&A is your company's built-in knowledge base. It's a collection of frequently asked questions and answers that customers can browse directly in the chat widget—before they even start a conversation with your team.
Reduce Repetitive Questions
When customers can find answers themselves, your team spends less time on common questions and more time on complex issues that need a human touch.
Instant Answers, 24/7
Q&A entries are always available—even outside business hours. Customers get immediate help without waiting for an agent.
Searchable & Scannable
Customers can search through your Q&A entries or expand/collapse questions to quickly find what they need.
Who can access this? All team members can create, edit, and delete Q&A entries.
Creating Your First Q&A
Let's create a Q&A entry that answers one of your most common customer questions.
Step-by-step walkthrough
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Open Q&A
Click the Q&A icon in the sidebar (the help circle icon). You'll see your Q&A library—or an empty state if you're just getting started.
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Click "Add Q&A"
A dialog opens with two fields: Question and Answer.
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Write your question
Phrase it exactly how a customer would ask. For example: "What are your business hours?" or "Do you offer free shipping?"
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Write your answer
Use the rich text editor to format your response. You can add bold text, italic text, bullet lists, numbered lists, and links to provide clear, scannable answers.
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Click "Create Q&A"
Your new entry appears in the list and is immediately available to customers in the chat widget.
Managing Your Q&A Library
As your business evolves, you'll need to update your Q&A entries. Policies change, hours shift, products launch—here's how to keep your knowledge base current.
Viewing & previewing entries
Each Q&A entry shows as a collapsible card. Click anywhere on the card to expand it and see the full answer. You'll also see who created the entry and when it was last updated.
Editing an entry
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Expand the Q&A entry
Click on the entry to reveal the full answer and action buttons.
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Click "Edit"
The edit dialog opens with your existing question and answer pre-filled.
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Make your changes and save
Click "Update Q&A" to save. Changes are immediately visible to customers.
Deleting an entry
Need to remove outdated information? Expand the entry and click "Delete." You'll be asked to confirm before the entry is permanently removed.
How Customers See Q&A
When customers open your chat widget, they can access your Q&A library through a dedicated FAQ tab. Here's what their experience looks like:
Searchable Questions
A search bar at the top lets customers quickly filter questions. They can type keywords and the list updates instantly to show matching entries.
Expandable Answers
Questions are displayed as expandable cards. Customers tap or click to reveal the full answer—keeping the interface clean and easy to navigate.
Rich Formatting
Your Markdown formatting carries through to the widget. Bold text, bullet lists, and links display beautifully on any device.
Controlling Q&A visibility
Want to hide the Q&A tab from your widget? Go to Widget Settings and uncheck "Show Q&A page in widget." This is useful if you're still building your knowledge base or prefer customers to chat with agents directly.
The chat widget FAQ page showing the search bar, a list of questions, and one expanded answer with formatted content
Best Practices
Write questions from the customer's perspective
Use natural language like "How do I return an item?" rather than internal jargon like "Return & Exchange Policy Overview."
Keep answers concise but complete
Get to the point quickly. Use bullet points for multi-step processes. Link to detailed pages if customers need more information.
Start with your top 5 questions
Look at your recent conversations. What questions come up most often? Those are your first Q&A entries.
Review and update regularly
Set a monthly reminder to review your Q&A entries. Remove outdated information and add new entries based on recent customer questions.
Use formatting for scannability
Bold key information. Use bullet lists for options or steps. Make it easy for customers to find what they need at a glance.
What's Next?
Your Q&A library is set up and ready to help customers help themselves. Here are some related features to explore:
- Quick Replies Guide — Create templates for when customers do need to chat
- Widget Settings — Customize the chat widget appearance and behavior
- Suggested Messages — Set up quick-start prompts for new visitors
Need more help?
Our support team is here for you. Click the chat widget in the bottom right corner to start a conversation.
We typically respond within minutes during business hours.