Create useful FAQ articles and help customers self-service

The chat messenger comes with a native in-product FAQs support. You can create FAQ articles about the topics your customers asks the most and help them self-service. This will also help you speed up your resolution time and deflect common queries.

You can organize these articles into different categories so your customers can easily browse and find what they need.

Your agents can also share these articles in their customer conversations instead of typing out the same response every time, which can be tedious and time consuming.

How to create FAQ articles

Creating an FAQ article is easy. Click on FAQs on the left nav bar. Alternatively, you can also go to Admin Settings > Channels > Chat Settings > FAQs.

The first step is to create FAQ categories before you can start adding FAQ articles to the category.

Think of categories as folders under which you can have related articles. For example, you can have all your plan and pricing related FAQs under a folder called ‘Pricing Queries’.

You can add a description and relevant image to your category. You can also choose the platforms (website, iOS or Android) on which you want to show your FAQs.

Now you can start adding relevant articles under this category (folder). Click Add FAQ.

You can format your content, add images, hyperlinks and video links to make the FAQs more engaging for your customers.

Selecting the “Hide this FAQ for all English users” will save your category/article as a draft (it will be hidden), to make it visible, you need to uncheck this option.

What are tags

When you create categories and articles you can add tags. You can turn FAQs on or off on different pages of your website/app and for different users such as visitors or logged in customers. You can do this using tags. For instance, if you want your pricing articles to appear only on your pricing page and not on your home page, add a tag, say ‘pricing’, to the category and articles and then use this tag in your chat code on your pricing page.

You can make the relevant FAQs appear either when the widget loads or when a user switches from one page to another on your website/app.

Use the following code snippet to make the FAQs appear when the widget loads (during init)

<!-- Body -->


function initFreshChat() {



host: "",

// Setting FAQ Tags in the object below.

faqTags : {

// Array of Tags

tags : ['paidusers'],

//For articles, the below value should be article.

//For article category, the below value should be category.

filterType:'category' //Or filterType: 'article'




function initialize(i,t){var e;i.getElementById(t)?initFreshChat():((e=i.createElement("script")).id=t,e.async=!0,e.src="",e.onload=initFreshChat,i.head.appendChild(e))}function initiateCall(){initialize(document,"freshchat-js-sdk")}window.addEventListener?window.addEventListener("load",initiateCall,!1):window.attachEvent("load",initiateCall,!1);



Or use the below code to change the displayed FAQs during page transitions.



// For ex: ["public", "paid"]

tags : ['hello'],

//For articles, the below value should be article.

//For article category, the below value should be category.

filterType:'article' //Or filterType: 'category'



Optimize your article order

Display your most important articles first so that your customers can easily find it.

To re-order your articles within a category, just hover over the article and click the icon on the left, hold and drag it to move your articles.

Improve articles with customer feedback

In Chat, you can get quick feedback on your FAQ articles. Once a customer finishes reading your article, they can let you know whether it answered their question by rating it with a thumbs up or thumbs down option.  

You can see these ratings against the respective articles in your Freshworks CRM account. This will help you improve your article content and reduce the number of negative reactions it receives.

Edit/Delete FAQs

You can also edit/delete categories and articles anytime.

Did you know?

You can translate your FAQ articles into multiple languages with Chat's Multilingual feature.