What are FAQs in Simple Chat?

Question-and-answer pairs you write, which the AI treats as its source of truth. When a customer asks something that strongly matches one of your FAQs, the assistant grounds its reply in the text you wrote instead of guessing from general e-commerce knowledge.

The payoff is consistency: policy, shipping, and product-adjacent answers stay in line with what your team would say, and repeat questions stop needing manual replies.

What belongs in the library

The entries that earn their place are the ones where exact wording matters:

• Return and exchange rules
• Shipping timelines and regions
• Warranty and care instructions
• Promotions with fixed wording
• Edge cases that aren't obvious on a product page

Product-specific facts still come from your synced Shopify catalog data. FAQs complement that content with the questions you want answered in your own words.

Topics and scheduling

You can group FAQs by topic, which keeps related entries together in Settings and makes the library easier to maintain as it grows or when policies and seasons change.

Each FAQ can also carry start and end dates (with related scheduling controls in the app), so seasonal policies, limited promotions, and temporary notices apply only during the window you intend. Scheduled entries activate and deactivate on their own; nobody has to remember the first day of a sale or the last day of a holiday shipping window.

Where FAQs sit among the other guidance

Use FAQs for repeatable customer questions where the answer shouldn't drift from what you approved.