Freshchat allows you to add support articles directly to your chat widget, allowing customers to browse FAQs before contacting your team. This will 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.


This article includes:

  1. How to create FAQs?
  2. What are Tags?
  3. Edit/Delete FAQs
  4. Advanced configurations for FAQs

How to create FAQs?

The FAQ creation includes the following steps:

  1. Adding categories
  2. Adding relevant FAQs
    FAQs are individual articles that can be grouped under a category. For example, in the Pricing Queries category, your FAQs can be "What are the different pricing plans?", "What is a free plan?", and more.

Add Category

Categories group related FAQs together. For example, all pricing-related articles can be placed under a Pricing Queries category.


To create a category:

  1. Log in to your account.
  2. Click on the FAQ icon in the left pane. You will see a few sample categories and FAQs that you can use.
  3. To create a new category and associated FAQs, click Add Category.
  4. Enter the category title, description, and add tags.
  5. Choose where you want to publish the FAQs. Your options are web, iOS, and Android.
  6. Click Publish.
    Note: You can choose to hide the category for all users.


Add FAQs

Once you've created the required categories, you can add relevant FAQs.


To add FAQs:

  1. Click Add FAQ inside the relevant category.
  2. Enter the FAQ title and add the content. To make the FAQs more engaging for your customers, you can format the content and add images, hyperlinks, and video links.
  3. Select Hide this FAQ for all English users to save your category/article as a draft.
  4. Click Publish.

What are Tags?

Tags give you flexibility to decide where FAQs appear and who can access them. By applying the right tags, you can tailor the self-service experience for different pages or customer groups, ensuring customers read focused content instead of browsing unrelated articles. For more information, see What are Tags?

For example:

  • Assign the tag pricing to articles in the Pricing Queries category
  • Add the same tag in your widget code for the Pricing Page
  • Customers opening the widget on the Pricing Page will see only pricing-related FAQs

You can configure FAQ visibility in two ways:

  • Display FAQs when the widget loads: Automatically load the tagged FAQs as soon as the chat widget appears.
    For example, apply the tag newuser to onboarding articles so first-time visitors see them immediately.
  • Display them when the user switches pages: Update tags dynamically based on the page a customer visits.
    For example, apply the tag returns on the Returns page so customers instantly access return-related FAQs.

Example: Show FAQs when the Widget loads

<!-- Body -->
<script>
  function initFreshChat() {
    window.fcWidget.init({
      token: "WEB_CHAT_TOKEN,
      host: "https://wchat.freshchat.com",
     // 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="https://wchat.freshchat.com/js/widget.js",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);
</script>
<!--Body-->


Example: Update FAQs when the user switches pages

<script>
window.fcWidget.setFaqTags({
  // 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'
});
</script>


Tip: You can also check out our developers' documentation for more details on FAQ customization. 


Edit/Delete FAQs

You can also edit/delete categories and articles anytime.

  1. To edit category details, hover over the arrow next to the Category name and click Edit.
  2. You can edit the category details as required and publish them again.
  3. To delete, click the Delete icon.

Advanced configurations for FAQs

Besides creating and publishing FAQs, you can enhance the customer experience with advanced configuration options. These features help you improve content quality, reach a wider audience, and connect FAQs with other support tools.

  • Improve article feedback

    • View feedback inside your Freshchat account

    • Identify low-rated articles and update them with clear instructions

    • Refine content continuously based on the feedback

  • Translate FAQs into multiple languages
    Publish FAQs in different languages and match them with your customers’ preferred settings.

    • Ensure global customers have access to information without switching to a single-language experience.

    • Maintain consistent knowledge across all supported regions.
      For details, see Translate FAQs into multiple languages.

  • Link FAQs to bots, widget, and portal
    Integrate FAQs with other support channels to create a seamless experience.

    • Bots: Configure bots to surface relevant FAQs before handing over to an agent. This reduces live chat volume and resolves common questions instantly.

    • Widget: Use tags in your chat widget to display context-specific FAQs based on the page or customer type.

    • Customer Portal: Add the same FAQ articles to your support portal so customers can browse them outside the widget. This creates a unified knowledge base across channels.
      For more information, see Where to use FAQs?