Nailing your FAQs and categories in Shelly AI Chatbot keeps your Shopify customers happy with quick answers. Here’s a quick guide to set them up and make them shine.

1. Setting Up Categories

Categories keep your FAQs organized and easy to find. You can pull from Shopify or start fresh.

Syncing from Shopify

• Why? Grab existing FAQs from Shopify’s knowledge base (if you used this app previously) to save time.

• How:
  

1. In the ‘FAQ’ tab, hit ‘Sync Shopify Knowledge.’

2. Pick sections to import (like shipping or returns).

3. Check for accuracy and save.

• Tip: Scan for outdated FAQs after syncing and edit them.
  

Adding New Categories

• Steps:

1. In the ‘FAQ’ tab, click ‘Add New Category.’

2. Name It: Pick something clear (e.g., Shipping, Returns).

3. Choose Icon: Grab one from Shelly’s library (like a truck for shipping).

4. Status: Select ‘Active’ to show or ‘Inactive’ to hide.

5. Feature It: Tick the box in 'Featured question' to pin it on the chatbox’s main page.

6. Hit 'Save.'

• Example: “Product Care” with a cart icon, change status to ‘Active’ and featured.

• Tip: Stick to 3–5 categories for simplicity.

2. Adding & Editing FAQs

FAQs answer customer questions fast. Here’s how to make ‘em work for your store.

Creating FAQs

• Steps:

1. Pick a category (e.g., “Shipping”).

2. Click ‘Add FAQ’

3. Question: Write what customers ask (e.g., “How fast is shipping?”).

4. Answer: Keep it short (1–2 sentences).

• Example: “Standard shipping’s 3–5 days. Track it here!”

5. Status: Select ‘Active’ to show or ‘Inactive’ to hide.

6. Feature: Check to show on the main chatbox page.

7. Save it.

• Editing: Click an FAQ, update question/answer, adjust status, and save.

• Tip: Use customer wording for easy searches.

Store-Specific FAQ Examples

• Clothing Store: “What’s my size?” → “Check our size chart [link] for a perfect fit!”

• Tech Store: “What’s the warranty?” → “1-year warranty on all products. Email support@shelly.co.”

• Jewelry Store: “Are your rings hypoallergenic?” → “Yes, nickel-free for sensitive skin.”

• Tip: Add CTAs like “Shop now!” to boost engagement.

3. Reordering Featured Questions

Make sure the best FAQs and categories pop up first for customers.

• Featuring: In the ‘FAQs’ tab, toggle ‘Featured’ for key categories or FAQs to show on the chatbox’s first page.

1. Example: Feature “What’s your return policy?” during sales.
   

• Reordering:

1. Go to the “Arrange” section.

2. Drag categories (e.g., “Shipping” above “Returns”).

3. Drag FAQs within categories (e.g., “How fast is shipping?” first).

4. Save changes.

• Test It: Use the preview pane to check how featured FAQs look.

• Tip: Put top questions first based on chat history data.
  

Featured Categories & FAQs show up on chatbox's home page.

Quick Tips

• Keep categories to 3–5, FAQs to 10–15 per category.

• Update FAQs for sales or holidays (e.g., “Black Friday shipping”).

• Test in preview mode to make sure it’s clean.

• Check chat history to see what FAQs customers hit most.