faq block

A collapsible Q&A accordion — deflects repetitive support questions without consuming a chat turn.

faq block

A vertically stacked list of question/answer pairs. Each question is a clickable summary that expands to reveal the answer. Multiple items can be open at once.

When to use it

• Support agents where the same handful of questions come up repeatedly. The FAQ deflects them, and the chat panel handles the long tail.
• Reducing chat-turn cost on questions where the answer never changes.
• Replacing a sprawling bullet list inside public_details.instructions.

Don’t repeat content the visitor will already see in instructions or in a hero subtitle — keep the FAQ for genuinely distinct, frequently-asked questions.

Shape

{
  "id": "faq-1",
  "type": "faq",
  "position": "below_chat",
  "heading": "Frequently asked",
  "qa": [
    { "question": "How long do refunds take?", "answer": "Refunds appear on your card within **3–5 business days** of approval." },
    { "question": "Can I cancel anytime?",      "answer": "Yes — cancel from the billing page; access continues to the end of the current period." }
  ]
}

Field	Required	Type	Notes
id	yes	string	Stable slug.
type	yes	"faq"	Fixed.
position	no	enum	Default above_chat. Most teams put FAQ at below_chat.
heading	no	string	Section title above the accordion.
qa[]	yes	array	At least one item; schema rejects empty qa.
qa[].question	yes	string	Conversational, 5–15 words.
qa[].answer	no	string	Markdown supported. Keep under ~150 words per answer.

Tips

• 3–8 items is the sweet spot. Beyond that, the page becomes a wall of text.
• Phrase questions the way visitors phrase them — “How long do refunds take?” beats “Refund processing time”.
• Test the FAQ against your activity log: pull the top 10 inbound questions from the previous month and pick the ones that have a stable answer.
• If a question’s answer requires context the agent gathers mid-chat (e.g. “What’s the status of MY order?”), it does not belong in the FAQ — leave it to the chat.
• Schema enforcement: every qa[] item must include a non-empty question. The answer may be empty (useful while drafting) but the question must always be set.