website-assistant/FAQ Management

7.8 FAQ Management

FAQ (Frequently Asked Questions) is one of the most important content modules in the Website Assistant. It significantly reduces repeated visitor questions, improves user experience, and acts as the first layer of quick responses for the AI assistant.

Pop's FAQ management provides the following features:

  • ✓ Rich‑text editing support
  • ✓ Tag categorization
  • ✓ Sorting and ordering
  • ✓ Grouped display
  • ✓ Highlighted display in the customer service window
  • ✓ Natural integration with the Knowledge Base and AI
  • ✓ Automatic chat triggering on click
  • ✓ Enable / Disable control

1. Where FAQs Are Displayed

FAQs can appear in the following locations:

1. At the top of the AI Customer Service window (Primary Display Area)

When visitors open the assistant, FAQs are shown as quick-access cards:

  • "How do I download the client?"
  • "How do I use the API?"
  • "How do I contact support?"

2. Inside the chat (Auto‑recommendation)

The AI may automatically recommend relevant FAQs based on visitor input.

Example:

Visitor: "How to install?"
AI → Automatically recommends FAQ: Installation Guide

2. FAQ List Page Overview

Navigate to:

Website Assistant → FAQ Management

You will see the FAQ list with the following fields:

Field Description
Title FAQ question title
Content Answer content (Markdown supported)
Tags Category labels such as "Install", "Account", "Billing"
Sort Order Controls display priority
Status Visible or hidden
Display Mode Direct reply / Link jump
Site Which site this FAQ belongs to

3. Creating an FAQ

Click Create FAQ and fill in the following fields:

1. Question Title (Required)

Examples:

  • "How to register an account?"
  • "What should I do if the software cannot start?"

2. Answer Content (Required)

Markdown is supported, including images, links, and code blocks.

Example:

To register an account, visit: https://your-site.com/register

If you are using third‑party login, ensure pop‑ups are not blocked.

3. Tags (Optional)

Used for classification, such as:

  • Installation
  • Registration
  • Technical Issue
  • Billing
  • Client App

4. Sort Order (Optional)

Smaller numbers appear earlier. Recommended for frequent FAQs:

Order: 1, 2, 3

5. Display Mode

FAQ click behavior options:

  • Directly send content to the chat (default)
  • Jump to a link (e.g., documentation)
  • Expand full content

6. Enable / Disable

Disabled FAQs will not appear on the frontend.

4. FAQ Behavior in the AI Customer Service Window

When a visitor clicks an FAQ:

Mode 1: Auto “Question + Answer” workflow

The question is automatically sent to the chat:

FAQ: How do I download the client?

AI responds using the FAQ’s content.

Mode 2: Jump to documentation (external link)

Useful for detailed tutorials:

  • Help Center
  • Step‑by‑step guides
  • Long‑form product documentation

Mode 3: Trigger Knowledge Base search

The FAQ can also initiate a KB search to fetch relevant content snippets.

5. Relationship Between FAQ and Knowledge Base

Feature FAQ Knowledge Base (KB)
Content Type Short questions & answers Long documents (PDF, Word, etc.)
Best For Quick responses In‑depth & technical content
Display Always visible cards Only triggered during queries
AI Integration Displayed immediately Auto‑retrieved when needed

FAQ aims to provide answers faster than the Knowledge Base.

6. FAQ Best Practices

1. Place the most frequent questions at the top

Examples:

  • "How much does it cost?"
  • "How to download?"
  • "Why can't I log in?"

2. Keep answers concise

FAQ is not a full tutorial. Prefer:

  • Direct and clear replies
  • One sentence if possible
  • Use link jumps for long guides

3. Use tags wisely

Examples:

Install / Register / Client App / Pricing / Bank Card / Common Errors

4. Pair with the AI welcome message

Example:

Need help? You can browse common questions or ask me directly!

7. FAQ and User Behavior Analytics

In the visitor insights panel, you can see:

  • Most clicked FAQs
  • FAQs that effectively resolved issues
  • FAQs users clicked but still asked further questions
  • FAQs with 0 clicks → candidates for removal

These analytics help improve FAQ quality over time.

8. Summary

FAQ Management is a key component for improving website customer service efficiency.

With Pop's FAQ system, you can:

  • Reduce repetitive questions
  • Improve visitor self‑service
  • Boost response speed
  • Form a complete workflow with the Knowledge Base
  • Continuously optimize content based on user behavior
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