What are FAQs in Simple Chat?

FAQs are answers you write for the assistant to use when customers ask matching questions. They give it the wording and details your team wants customers to receive.

Choosing what to include

Use FAQs for return rules, shipping regions, product care, warranties, promotions, and details your catalog doesn't cover. Keep each entry focused on one question, with the conditions a customer needs to understand the answer.

For example, a return FAQ should explain the applicable window, item conditions, and how to request help. Use your actual policy rather than a generic answer. Update the entry whenever that policy changes.

Organizing and scheduling

Group entries by topic to make them easier to maintain. You can set start and end dates for temporary policies or promotions. For a notice the assistant should have available in every conversation, use an announcement.

FAQs supply specific answers. General instructions set tone and behavior, Shopify supplies catalog information, and enabled order tools check customer records. Adding FAQs covers individual entries and CSV imports.