FAQ App — User Guide

What this app does

The FAQ app lets you publish frequently asked questions for your products. Shoppers see a clean, searchable FAQ on your product pages; you manage the questions and answers from a simple admin screen.

You can write FAQs that apply to your whole collection, to a single product, variant, or batch, or to anything matching a custom rule.

Getting started

1. Pick a scope tab along the top to choose where the FAQ should appear (see Choosing where an FAQ appears).
2. Click + New FAQ, type a question, and write the answer.
3. Click Save — shoppers see the new FAQ right away on the matching pages.

There's nothing to configure up front.

Choosing where an FAQ appears (scopes)

Use the tabs at the top of the admin to choose where an FAQ shows up:

More-specific FAQs appear alongside the broader ones. For example, a Product FAQ shows up together with your Collection-wide FAQs on that product — it doesn't replace them.

Building a Rule

Use Rules when you want an FAQ to appear on a group of products without having to add it to each one. For example: "show this on all wines sold in the EU".

1. Open the Rule tab and click + New FAQ.
2. Above the question/answer you'll see a Facet rule panel.
3. Add one or more groups. Inside a group, pick a property (e.g. category) and the values you want to match (e.g. wine, spirits). A product matches the group when it has at least one of those values for every property the group lists.
4. If you add more than one group, a product matches the rule when it matches any group.

Use the preview to test your rule against a sample product before saving.

Day-to-day

What shoppers see

• A searchable list of questions on the FAQ page.
• Click a question to expand the answer.
• Answers display with proper formatting — headings, lists, links, quotes, etc.

What you do as an admin

• Pick a scope tab, then add, edit, duplicate or remove FAQs.
• Toggle the side preview in the editor to see exactly how the FAQ will look before you save.
• Use the scope picker in the preview to check how a Rule or Product FAQ looks on a specific product.

Saving

• Save on a new FAQ creates it.
• Save on an existing FAQ updates it.
• If you switch tabs or pick another FAQ with unsaved changes, you'll be warned first.

Deleting

The delete icon removes an FAQ immediately — there's no confirmation, so take a moment before clicking. If a deleted FAQ still appears in the list, just refresh the page.

Writing answers

The answer field is a simple rich-text editor. Use the toolbar for:

• Bold, italic, strikethrough, underline, inline code
• Headings
• Bulleted and numbered lists
• Block quotes and dividers
• Links (a small popover lets you enter or change the URL)
• Undo / redo

Keep answers short and clear — most shoppers skim. Lead with the answer, then add detail underneath if needed.

Tagging FAQs

Each FAQ has an optional Tags field (comma-separated, e.g. shipping, returns). Tags are used by the "Group by tag" option in Customize view to organise the public page into tabs. Untagged FAQs fall under an "Other" tab when grouping is on.

Customizing the public view

Open Customize view from the admin header to change how shoppers see your FAQ page. Changes are saved per collection and apply to every product.

A live preview (using your real FAQs) shows changes as you make them.

Layout

• Accordion (default) — questions collapse, click to expand one answer at a time. Best for long lists.
• Open list — every question shows its answer underneath. Best for short lists you want shoppers to skim.

Grouping

• Group by tag — splits the FAQs into tabs by their tag. Untagged FAQs go under "Other". Turn this on once you've tagged enough FAQs to make the tabs useful.

Display options

• Show search bar — adds a live filter above the list.
• Expand all by default (accordion only) — opens every answer on load.
• Custom heading + intro — replace the default "FAQ" title and intro paragraph with your own copy.
• Footer CTA — a button under the FAQ that links anywhere: another app, a deep link, or an external URL. Use it for "Still have questions? Contact us".

Where FAQs appear publicly

The FAQ page

A full searchable list of every FAQ that applies to the current product (or your collection-wide FAQs when there's no specific product in context).

The FAQ widget

A compact preview you can drop into a product page or dashboard. Three sizes are available:

Clicking a question expands it inline; View all opens the full FAQ page.

Languages

If your audience uses multiple languages, FAQs are translated automatically when a language is selected. You only need to write your FAQs once (in English) — translations happen on the fly. If a translation can't be loaded for any reason, shoppers see the original English text rather than an error.

Troubleshooting

The admin says "Missing required URL parameters" Your link is missing the collection ID or app ID. Use the link your team provided, or ask them to resend it.

My new FAQ isn't showing up on a product Check the scope. Collection FAQs show everywhere; Product/Variant/Batch FAQs only on that exact item; Rule FAQs only where the rule matches. Use the editor's preview (with the scope picker) to test.

I deleted an FAQ but it's still in the list Refresh the page — the FAQ is already gone on the server.

The widget says "No FAQs available" There are no FAQs that apply to that product yet. Add a Collection-wide FAQ, or one targeted to that product/rule.

Tips for great FAQs

• Answer the question in the first sentence. Add detail below.
• Use the customer's words, not internal jargon.
• One question per FAQ. If an answer covers two things, split it.
• Cover the basics first — shipping, returns, authenticity, care — then add the niche stuff.
• Review periodically. Remove FAQs that are no longer accurate; promote product-specific FAQs to the collection if everyone's asking.