Frequently asked questions

The Frequently asked questions (FAQ) module helps you provide your customers with valuable information about your loyalty program. Making the answers to recurring questions available improves your customers’ experience, clarifies potential misunderstandings, and reduces the load on your customer service team. The FAQ section of your membership site may soon become the go-to destination when customers are looking to find answers to their upcoming questions.
The configured questions are accessible through the FAQ API.

Find the configuration page of the Frequently asked questions module by clicking the FAQ icon in the sidebar. The page will open to the list of questions that were already set up with the following information:

• Question title

• Question status - draft, active, inactive

Open

Adding a new question

• Click the ‘Create FAQ item' in the sidebar or the ‘Create’ button in the top right corner

• Enter the question in the ‘Title’ field

• Enter the answer in the ‘Description’ field

Open

If you run your loyalty programs in more than one language, please use the ‘Translate’ buttons next to add translations.

Saving and activating a question

Once you have entered all the information required for the offer, save your settings using the ‘Create’ button at the bottom of the setup page. First, the question will be saved as ‘draft’, which means the question will not be included in the response of the FAQ API and will appear only in the list of questions in the Backoffice.
After you have saved your new question, you can activate it right away using the ‘Set active’ button on the upper right-hand side of the setup page and confirm the activation in the dialog that subsequently appears.

Managing questions

Edit a question

• Navigate to the module configuration page

• Click the ‘Edit’ button next to the question you’d like to edit

• Edit the question

• Click the ‘Update’ button

Deactivate a question

If you choose to remove the question from the membership site, you can deactivate it anytime.

• Navigate to the module configuration page

• Click the ‘Edit’ button next to the question you’d like to edit

• Click the ‘Set inactive’ button on the right-hand side of the page

• Confirm your choice in the dialog that appears

Archive questions

You have the option to delete inactive questions from the Backoffice by archiving them.

• Navigate to the module configuration page

• Click the ‘Edit’ button next to the inactive question you’d like to delete

• Click the ‘Archive’ button on the right-hand side of the page

• Confirm your choice in the dialog that appears

Archiving is irreversible. Once a question is archived, it cannot be restored anymore.

Sorting questions

You can change the order of questions appearing on the membership site by sorting the items that you have already added. To rearrange the list, just drag and drop the item that you want to move up or down. As soon as you drop the item, the change will automatically be saved and take effect on the membership site.

When you create a new question, it will be added to the end of the list of Frequently Asked Questions, but you can move it anytime through sorting.