Managing FAQ Items

Add, edit, reorder, and delete questions inside an FAQ collection.

How to get there: Go to Setup → FAQs in the top menu → click an FAQ collection.

Adding a Question

  1. Open the FAQ collection
  2. Click Add Question
  3. Enter the Question as visitors would phrase it (e.g., "How long does shipping take?")
  4. Enter the Answer using Markdown formatting
  5. Click Save

The new question is added to the bottom of the list. New questions are searchable immediately, though the AI embeddings used for semantic search may take a minute or two to update.

Editing a Question

Click any question in the list to open the editor. You can change the question, the answer, or both. Saving regenerates the embedding so the updated content is reflected in search.

Reordering Questions

Drag any question by the handle on the left to change its order. The order you set is the order visitors see in the widget. Put the most common questions at the top.

You can also use position numbers if you have many questions and prefer not to drag.

Bulk Operations

  • Select multiple questions using the checkboxes
  • Delete selected to remove several at once
  • Move to collection to transfer questions between collections

Importing Questions

If you have an existing FAQ in a spreadsheet, you can import it:

  1. Click Import at the top of the collection
  2. Upload a CSV with question and answer columns
  3. Review the preview and confirm

Markdown Formatting

Answers support Markdown:

  • **bold** for emphasis
  • - item for bullet lists
  • 1. item for numbered lists
  • [text](url) for links
  • ## Heading for sub-sections
  • ![alt](url) for images