FAQ Collections

A collection is a group of related questions. Create multiple collections to show different FAQs on different pages, for different audiences, or in different languages.

How to get there: Go to Setup → FAQs in the top menu → click New Collection.

When to Use Multiple Collections

Create separate collections when:

  • Audience differs — billing FAQs for paying users, getting-started FAQs for trial users
  • Page context differs — product FAQs on product pages, shipping FAQs on checkout
  • Language differs — one collection per supported language
  • Brand differs — one collection per website in an agency setup

If your FAQs are short and broadly relevant, a single collection is fine.

Creating a Collection

  1. Click New Collection
  2. Give it a descriptive name (e.g., "Billing FAQs", "Shipping FAQs")
  3. Optionally pick a language and a website to scope it
  4. Click Create

The new collection starts empty. Add questions via Managing FAQ Items.

Scope: Global vs per-business

Found in Advanced → Scope on an open FAQ. Controls which business (or all businesses) this FAQ belongs to. Only visible on accounts with two or more businesses.

How to get there: Go to Setup → FAQs in the top menu → open an FAQ → click Advanced in the top-right → Scope.

Default Scope for New FAQs

New FAQs are scoped to whichever business is active in the Business Switcher when you create them. Change to Global if you want the FAQ available to every business on the account.

Changing Scope

The Scope dropdown offers:

  • Global (available to all businesses). The FAQ appears in Setup no matter which business is active in the switcher.
  • One entry per business on your account. The FAQ only appears when that business is active.

Pick a new value and click Save scope. If the new scope no longer matches the business active in the switcher, Boei returns you to the FAQ list. Switch the Business Switcher to open the FAQ again.

Cross-scope Rule for Chatbots

Each FAQ in the list shows which chatbots learn from it ("Used by ..."). A chatbot in automatic mode uses every FAQ of its own business; a chatbot with a manual selection uses only the FAQs you ticked for it. See Q&A training for how to change that.

Boei enforces one pairing rule between FAQ scope and chatbot scope:

  • A Global chatbot can only select a Global FAQ
  • A per-business chatbot can select either its own business's FAQ or a Global FAQ (never a FAQ scoped to a different business)

If you try to move a FAQ to a specific business while a Global chatbot still has it in its manual selection, the panel shows an inline warning naming that chatbot, and the Save scope button stays disabled. Fix the conflict first (scope the chatbot to a business, or remove the FAQ from that chatbot's selection), then retry.

Moving a FAQ between businesses also moves its knowledge: chatbots on the old business that used it automatically stop using it, and automatic chatbots on the new business start using it.

See AI agent settings for the mirror case.

<!-- TODO: screenshot: FAQ Advanced collapse open, Scope dropdown showing Global + per-business options, cross-scope chatbot warning visible -->

Assigning a Collection to a Widget

A widget shows one FAQ collection at a time, picked in the FAQ channel settings:

  1. Go to Setup → Website widget → click your widget
  2. Open the FAQ channel
  3. Select the collection from the dropdown
  4. Save

To show different collections on different pages, create multiple widgets and use page conditions to pick which widget shows where.

Duplicating a Collection

Use Duplicate from the collection's actions menu when you need a similar set of questions for a different language or brand. The duplicate copies all questions but is independent from the original — editing one does not affect the other.

Archiving a Collection

You can archive collections you no longer use without deleting them. Archived collections do not appear in widget settings but their data is preserved. Restore from the Archived filter at the top of the FAQs list.