FAQ Overview

The FAQ widget answers common visitor questions instantly, right inside your Boei contact widget. Visitors can search or browse your FAQs, get an answer, and switch to live chat if they still need help.

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

What the FAQ Widget Does

The FAQ widget is a channel inside your Boei widget (alongside chat, phone, and any other channels you enable). Visitors clicking it see a searchable list of questions and answers you have written.

Semantic search (AI embeddings) means visitors do not have to guess your exact wording. A search for "refund" finds a FAQ titled "What is your return policy?" automatically.

How Visitors Use It

  1. Visitor clicks your widget
  2. FAQ appears as one of the channels
  3. Visitor types a question, or browses the list
  4. Answer opens in the widget
  5. If the answer does not resolve their question, they can switch to live chat

Setting Up an FAQ

Full setup is a three step flow:

  1. Create a collection. See FAQ Collections.
  2. Add questions and answers to the collection. See Managing FAQ Items.
  3. Enable the FAQ channel on your widget and pick the collection. See FAQ Installation.

New FAQs are scoped to whichever business is active in the Business Switcher. On single-business accounts this is invisible. On multi-business accounts you can pick Global in Advanced → Scope to share a FAQ across every business. See the Scope section on FAQ Collections for the cross-scope pairing rule between FAQs and chatbots.

Writing Effective FAQs

Questions: phrase them the way visitors actually ask.

Good:

  • "How do I reset my password?"
  • "What is included in the Pro plan?"
  • "Do you ship internationally?"

Avoid:

  • "Password Recovery Protocol" (too formal)
  • "Plans" (too vague)
  • "Shipping" (not a question)

Answers: short direct answer first, then optional detail or a link to fuller documentation. Aim for 50 to 200 words. Anything longer belongs in a linked help article.

Boei answers support Markdown (bold, lists, links, headings, images). See Managing FAQ Items for the full list.

FAQ vs AI Chatbot

Boei offers both FAQ and AI Chatbot. They serve different needs.

Aspect FAQ Widget AI Chatbot
Content Static Q&A you write Dynamic answers from training
Setup effort Manual (one entry at a time) Train on documentation
Maintenance Update entries yourself Auto-refresh with training
Coverage Only questions you added Any question the training covers
Accuracy 100% (you wrote it) High, but AI-interpreted
Best for Top 20 recurring questions Broad coverage, complex queries

Most accounts run both. The FAQ answers your top 20 questions with wording you control. The AI chatbot handles everything else.

Optimizing After Launch

Once your FAQ is live, use the analytics tab to see:

  • Which questions get clicked most (surface these higher in the list)
  • Which search queries returned no useful match (add those questions)
  • Which FAQs lead to a chat handoff (rewrite or expand those answers)

Add 2 or 3 new FAQs per month based on the queries you see. Delete or merge answers that no longer apply.

Troubleshooting

Visitors cannot find answers. Check that your questions use natural phrasing and that your answers include the words visitors actually search. New questions take a minute or two before the search embedding is ready.

FAQ channel not showing. Confirm the FAQ channel is toggled on in the widget, that a collection is selected, and that the collection has at least one published question.

Formatting looks wrong. Answers use Markdown. See the Markdown reference.

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