FAQ articles are articles that:

• can be added to your public FAQ portal.
• can be used by an FAQ bot as answers to your visitors’ questions.
• can be used as shared saved replies by operators.

To add an FAQ article, do the following:

1. Go to the FAQ tab.
2. Click on the “+” icon next to the title of the section where you want to add the article. If you haven’t created a section yet, see the article Add an FAQ section.
3. Provide a title for the article.
4. Write the article. To make your text easier to read, you can use formatting. To access the formatting options, select the text or double-click any area. The formatting options include:

• Headings
• Text styles: bold, italic, and strikethrough
• Links
• Inline code
• Quotes
• Images
• Numbered lists
• Bulleted lists

5. Click on the ellipsis icon in the upper right corner of the app to open a window with additional settings.
6. Change the slug for the article if needed.
7. Provide the keywords separated by commas (if they are not already used in the article). They will be used by the FAQ search engine and FAQ bot to suggest relevant articles.
8. In the “Negative Keywords” field, provide the keywords that you don’t want to use in the search for this article. You need to separate them with commas as well. If the text entered by a user contains a negative keyword, this article won’t be displayed to the user.
9. Click “Done”.
10. Once all settings have been completed, click “Save”.
11. Hooray! 🎉 The article has been successfully created.