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.
Create separate collections when:
If your FAQs are short and broadly relevant, a single collection is fine.
The new collection starts empty. Add questions via Managing FAQ Items.
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.
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.
The Scope dropdown offers:
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.
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:
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 -->
A widget shows one FAQ collection at a time, picked in the FAQ channel settings:
To show different collections on different pages, create multiple widgets and use page conditions to pick which widget shows where.
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.
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.