FAQs in your admin sidebar, under Content, are the questions your traders ask most, each with the answer you want them to get. You write an answer once and it reaches up to four places:

The contact page: the FAQ list on /contact, for traders who are signed in, with a heading per category.
The trader assistant: the chat a trader opens. It treats your answers as the official ones and puts them above what it knows by itself.
Ticket replies: the first answer on a new ticket, when live support runs assistant first.
The team assistant: the chat your own team asks.

You need the view_faqs permission to open the screen and manage_faqs to add, change, publish, hide, move, rename or delete. Somebody with only the first sees everything, with the fields switched off and a line saying why. The Activity tab also needs view_activity_logs.

The list

The screen opens on the list alone, across its whole width, and shows no answer in full until you pick a question.

The list starts in the order of your contact page: a heading per category in the order traders see them, and the questions under each heading in the order they are listed. Questions without a category sit under General. Each heading says how many questions it holds.

Each row is a question with the start of its answer under it, its category, who it is written for, when it last changed and whether it is published. As the list gets narrower the less important columns leave first.

The line under the name counts every question, how many traders can read, how many your team's assistant reads, and how many are hidden. Hidden is also a filter: click it to see only those.

Search finds a question by its words, its answer, its category or its ID. The filter menu sorts the list (contact page order, newest, last changed, or the question from A to Z) and narrows it by status, by who it is written for and by category. Search, filters, sort and page live in the address, so a link shows the same list.

J and K move through the list and Enter opens the lit question. Right click a row for everything you can do without opening it: publish or hide it, duplicate it, move it (while the list is in contact page order), copy its question, ID or link, and delete it.

Order and categories

The order of the list is the order of the contact page, and you change it in the list itself. Move up and Move down in a row's menu, or Alt with the arrow keys on the lit or open question, move it one place within its category. Move to the top of its category and Move to the bottom of its category move it all the way. The rows offer these only while the list is sorted in contact page order, where you see the question move. Sorted any other way, the more menu of an open question still has them, and its head shows the new place. The order a question has is also the order the assistants read your answers in.

Each heading has a menu of its own, also on a right click:

New question here opens a new question in that category.
Show only this category filters the list to it.
Rename category renames it for every question in it at once. A name that is already in use merges the two into one heading, which is how a second spelling of the same category is cleaned up. An empty name moves the questions to General. On General the same entry reads Give these a category.
Move heading up and Move heading down change where the whole category stands on the contact page.

A question

A question opens beside the list, which folds into a column, and has its own address, so a link from the activity log or the command palette opens on it. The cross or Escape folds the list back to the same filters and page.

The head shows the question, whether it is published, its category with its place in it, and its ID (click it to copy), with who wrote it under that. Then how many of the four places it reaches right now, its place on the contact page, the length of the answer, who it is written for and when it last changed and by whom.

The button in the head is Hide while the question is published and Publish while it is hidden. The more menu holds the rest.

Answer

The first tab is the question itself, saved with the save dock at the bottom.

Question: how somebody would ask it, up to 500 characters.
Answer: up to 10,000 characters. The assistants repeat it as the official answer and look no further, so say everything.
Written for: everyone, traders or your team. This decides where the answer goes, not only who may read it. Traders and everyone reach the contact page, the trader assistant and ticket replies. Your team and everyone reach the team assistant. An answer for your team is never shown to a trader.
Published: a hidden question stays in the list but leaves the contact page and every assistant.
Category: the heading it sits under on the contact page, up to 100 characters, with the categories already in use one click away. Leave it empty for General. A question that changes category goes to the bottom of its new one when you save.

The column beside the form shows the question as a trader meets it on the contact page, where it will stand, and for each of the four places whether the answer goes there and, when it does not, why: hidden, written for the other side, the assistant switched off or not in your plan, support not running assistant first, or a contact page of your own elsewhere. Before you save it warns about:

a missing question or answer, or one longer than the limit
an answer so short that the assistants would give half an answer as the whole one
another question that asks the same, with a link to it
a category spelled differently from one you already use, which would open a second heading
a hidden question, and one that reaches nobody because every place it is written for is switched off, with a link to the Support or AI settings that switch it on

Only what you changed is sent. If somebody hid the question from the list while you had it open, fixing a typo in the answer does not publish it again.

Activity

When the question was written and every change your team saved to it, each shown as the old and the new value, and every move with the place it went from and to. Full log opens the Activity log searched for this question, with every filter.

A new question

New question opens an empty question in the inspector, and the save dock adds it to the bottom of its category. New question here on a heading starts it in that category.

Duplicate opens a new question filled from another one, placed right after it. The copy starts hidden, so traders never see the same question twice while you rewrite it.

Publishing and deleting

Publish and Hide act at once and keep everything else as it is.

Delete asks first. The question leaves your contact page and the assistants stop using its answer, and it cannot be undone. Hide it instead to keep the text.

In the older designs

Propper - OG and Tactical keep their earlier list of questions and a separate page to add or edit one, where the place of a question is a number you type. The order and category headings in the list, moving and renaming, the filters by status and category, the Activity tab, publishing from the list, duplicating and the warnings are only in the standard design. The contact page and the assistants read the same questions in the same order whatever design the firm runs.