Set up FAQs

In the Genstore Inbox tool, you can set up FAQs (Frequently Asked Questions) to help customers quickly find answers and reduce repetitive inquiries. By displaying commonly asked questions and their answers in one place, you can improve self-service support, reduce workload for your support team, and increase overall operational efficiency.

Overview

Path: Log in to your Genstore admin -> Sales channels -> Inbox. Click Enter to open the Help desk workspace.

In the workspace, go to Settings -> FAQs, you can:

• Add FAQ: Create new FAQ articles to answer common customer questions
• Edit FAQ: Update existing content to ensure accuracy and relevance
• Delete FAQ: Remove outdated or no longer needed entries
• Reorder FAQs: Drag and drop to rearrange the order. FAQs placed at the top will be prioritized on the chat homepage

Note: The Inbox chat window will display the top 5 FAQs by default. Prioritize the most important information at the top.

Editing format

• FAQs support content editing using Markdown syntax
• You can structure content using headings, paragraphs, bullet points, and links
• Image and media uploads are currently not supported

Customer-facing display

Once configured, customers will see the FAQ list directly in the Inbox chat window on your storefront. Clicking on a question will expand the full answer, enabling self-service and improving the overall customer experience.

Tips for setup

• Keep answers short and easy to read, so customers can understand them quickly
• Review and update content regularly to ensure accuracy and relevance
• Prioritize your most frequently asked or high-impact questions to increase customer satisfaction and conversion rates