FAQ Widget
Show knowledge base articles inside the chat widget.
The FAQ widget displays your published knowledge base articles directly inside the Kerabie chat bubble, so visitors can find answers before starting a conversation.
Enabling the FAQ tab
- Go to Settings → Chat Widget → Features
- Toggle Show FAQ tab on
- Save
A FAQ tab appears next to the Chat tab in the widget. Visitors can search and browse articles without leaving your page.
How articles appear
- Articles are grouped by category
- The search bar at the top filters articles by title and content
- Clicking an article opens it in a full-screen view within the widget
- A Start chat button at the bottom lets visitors escalate to a live agent
Controlling which articles show
Only published articles appear in the FAQ widget. Draft and archived articles are hidden.
To reorder articles within a category, drag them in the Knowledge Base sidebar.
Customising the FAQ tab label
- Go to Settings → Chat Widget → Text overrides
- Find FAQ tab label and change it (e.g. "Help" or "Articles")
- Save
Search behaviour
The FAQ search uses keyword matching across:
- Article title
- Article body text
- Category name
It is not AI-powered. For AI-based article suggestions in chat, see the AI Assistant docs.
Analytics
View which articles are being read and searched in Analytics → Knowledge Base. Use this data to identify gaps; if visitors search for a term with no results, consider writing that article.