How to Manage Customer Questions

Customer Questions are the suggested prompts visitors see on your website chat widget home screen. They help customers start a conversation quickly — with either a predefined answer or your AI workflow.

Availability: STARTER and above, or an active 14-day trial (same access as the Chat Widget). You also need a support chat with the Chat Widget set up.

Status: Customer Questions is currently in Beta.

Before you start

1. Create a support chat
2. Set up the Chat Widget Script for that support chat (see How to Set Up the Chat Widget)
3. Confirm your plan includes Chat Widget access

How to open Customer Questions

1. Go to Dashboard → Customer Questions
2. Select the Widget / Inbox (support chat) you want to configure
3. Add, edit, reorder, or remove questions for that widget

Create a question

1. Click Add Question
2. Enter the Question text (up to 200 characters)
3. Choose a type:
4. Static — show a predefined answer (up to 1,000 characters)
5. AI — send the question through your support chat workflow
6. Optionally turn Enabled off to keep the question saved but hidden from the widget
7. Click Save Changes

You can display up to 5 questions per support chat.

Reorder questions

Drag a question using the grip handle to change the order. The order you set is the order visitors see on the widget home screen.

Edit or delete

• Click the pencil icon to edit a question
• Click the trash icon (or Delete in the editor) to remove it
• Saving updates the chat widget home screen for that support chat

Page targeting

Each question includes Page targeting options:

• Show on all pages
• Show on specific pages (enter page paths, one per line)

Page targeting is not active yet. You can configure it now; enforcement on the live widget is coming soon.

How Static and AI behave

• Static — when a visitor selects the question, the widget shows your predefined answer
• AI — when a visitor selects the question, it is handled by your connected AI workflow (knowledge base, tools, and system message apply as usual)

Tips

• Keep question text short and specific so visitors can scan the list quickly
• Use Static for FAQs with a fixed reply (hours, shipping policy, return window)
• Use AI when the answer depends on context, documents, or integrations
• If the page shows Chat Widget access required, upgrade or wait until your trial is active

What's next

• How to Set Up the Chat Widget — install or update the embed script
• How System Messages Work — tune how AI-backed questions are answered
• How to Link a Knowledge Base to a Workflow — improve AI answers for Customer Questions