What are FAQs in Simple Chat?

FAQs in Simple Chat are question-and-answer pairs you provide as a knowledge base for the AI. When a customer asks something that matches a FAQ, the assistant treats that answer as its source of truth instead of guessing from general e-commerce knowledge.

Well-written FAQs reduce repeat manual replies and keep policy, shipping, and product-adjacent answers consistent with what your team would say.

How the AI uses FAQs

During a conversation, Simple Chat compares the customer’s question to your FAQ library. When there is a strong match, the AI grounds its reply in the FAQ text you wrote.

That makes FAQs especially valuable for:

• Return and exchange rules
• Shipping timelines and regions
• Warranty or care instructions
• Promotions with fixed wording
• Edge cases that are not obvious on a product page

Synced Shopify catalog data still matters for product-specific facts; FAQs complement that content for the questions you want answered in your own words.

Organize by topic

You can group FAQs by topic so related entries stay together in Settings and are easier to maintain as your library grows. Topics help your team find and update content quickly when policies or seasons change.

Schedule when content applies

Each FAQ can use start and end dates (and related scheduling controls in the app) so entries automatically apply only during the window you intend—seasonal policies, limited promotions, or temporary notices.

Scheduled FAQs activate and deactivate on your schedule without you manually toggling them on the first day of a sale or the last day of a holiday shipping window.

FAQs vs other guidance

Use FAQs for repeatable customer questions where the exact answer should not drift from what you approved.