Great FAQs make your Shelly AI Chatbot a customer support superstar, answering questions fast and boosting sales. Here’s a quick guide to picking the right FAQs for your Shopify store using past data, analytics, and smart prioritization.​

Step 1: Collect FAQs from Past Support Tickets or Customer Emails

Look at old customer messages to spot FAQs.

• Check Tickets: Pull up your helpdesk or email history. Look for repeated questions like “What’s your return policy?”

• Scan Emails: Search for common keywords (“shipping,” “refund”) to find frequent queries.

• Group Them: List questions by topic (e.g., shipping, sizing). Use customer phrasing for easy searchability.

• Ask Your Team: Chat with support staff about questions they hear all the time.

Step 2: Identify Pre-Purchase Questions

Pre-purchase questions are critical for reducing barriers to purchase and building customer confidence. These often revolve around key decision-making factors.

Help your customers buy with FAQs that clear up doubts.

• Shipping: “How long is shipping?” or “Do you ship to [country]?”

• FAQ Example: “Shipping takes 3–5 days, free over $50!”

• Sizing: “What’s my size?”

• FAQ Example: “Check our size chart [link] for the perfect fit.”

• Returns: “What’s your return policy?”

• FAQ Example: “Free returns within 30 days for unused items.”

• Others: Cover payments or product details (e.g., “Can I use PayPal?”).

Step 3: Address Post-Purchase Concerns

Post-purchase FAQs help customers resolve issues quickly, improving satisfaction and reducing support escalations. Keep your customers happy after buying with clear answers.

• Order Tracking: “Where’s my order?”

• FAQ Example: “Enter your order number in the chat to track it!”

• Refunds: “How do I get a refund?”

• FAQ Example: “Email support@shelly.co within 30 days to start a refund.”

• Cancellations: “Can I cancel my order?”

• FAQ Example: “Cancel before shipping by emailing support@shelly.co.”

Step 4: Use Chat History to Spot Common Queries

Data helps you find what customers really ask. In Shelly AI’s ‘View chat’ tab, look at intention tags and summaries to spot repeated questions.

• Example: Lots of “gift wrapping” chats? Add: “Gift wrapping available for $5 at checkout.”

Step 5: Prioritize the Top 10 Most Asked FAQs as Featured

Pick the 10 most-asked questions to show first.

Find the Top 10: 

We recommend following Categories and FAQs for new merchants using Shelly AI Chatbot:

1. About Products

Does this product come with a warranty? For how long?

What are the material/size/color details of the product?

Will the product look the same as in the pictures?

Is there a user manual included?

2. Ordering

How do I place an order on the website?

Can I change or cancel my order after placing it?

Do I need to create an account to shop?

Do you support orders via phone/WhatsApp/Instagram?

3. Payment

What payment methods are available?

Do you offer Cash on Delivery (COD)?

Is online payment secure?

Can I get a VAT invoice?

4. Shipping & Delivery

How long does delivery take?

How is the shipping fee calculated? Do you offer free shipping?

Where can I track my order?

What happens if I'm not available to receive the package?

5. Returns & Warranty

What are the conditions for returns?

How long do I have to request a return or exchange?

What should I do if the product is defective?

How do I return a product?

6. Promotions & Customer Policy

Do you have any promotions or membership benefits?

How can I use a discount code?

Do you offer loyalty points for repeat customers?

Featured Questions and Reorder:

After adding your Categories and FAQs, you should make the most essential stand out on your chat window. 

• Set as Featured: In the 'FAQs' tab, add FAQs, toggle “Featured” on, and write clear answers.

• Example: “How long is shipping? 3–5 days, track it here!”

• Arrange Them: Drag and drop in Shelly AI to put top FAQs first.

• Test & Edit: Use the preview pane to check the display. Update for sales or holidays (e.g., “Black Friday deal?”).

Best Practices for Implementation

• Use Customer Language: Write FAQs in the same phrasing customers use for easy discoverability.

• Keep Answers Concise: Aim for 1–2 sentences per answer, linking to detailed pages if needed.

• Sync with Shopify Knowledge Base: Use Shelly AI’s “Sync Shopify Knowledge” feature to import existing FAQs and save time.

• Review Monthly: Check chat history and analytics regularly to ensure FAQs remain relevant.

• Engage Customers: Add CTAs in FAQ answers (e.g., “Shop now,” “Track order”) to drive conversions.

By systematically collecting and prioritizing FAQs, you can ensure Shelly AI addresses your customers’ most pressing questions, streamlining support and boosting satisfaction.