FAQs can be used in two ways:
First is a straightforward way in which users go to the FAQs section of the web messenger to find solutions for their issues, instead of reaching out to the support personnel. FAQs have a search bar to help the users narrow down the relevant FAQ articles.
Second is when a user is in conversation with one of your team members and has asked a query that has already been addressed in one of your FAQs. In such cases, the team member can insert the FAQ into the conversation from within the inbox to quickly resolve the user issue.