Pinned FAQs appear on the first screen of the chat window and above the message box. Opening one shows the answer immediately.
Pin a question
- Open Live chat › Knowledge base › FAQ.
- From the list of enabled Q&A pairs on the right, click Pin next to the questions you want.
- Save. The change is live in the widget right away.
You can pin:
| Plan | Pinned FAQs |
|---|---|
| Free | 3 |
| Pro | 5 |
| VIP 1 | 8 |
| VIP 2 | 10 |
Why pinned FAQs are cheap
Opening a pinned answer does not start a conversation and does not use AI answers. A conversation starts only when the visitor says the answer didn’t help or asks for a person — and then the question and answer come along to your agent.
See how they perform
Each pinned question shows views, opens, thumbs up and down, and how often visitors still asked for a person. A question where many people still ask for help is flagged: its answer probably isn’t clear enough.
Choosing what to pin
Pin questions people ask before they start a conversation: shipping times, returns, opening hours, pricing. Use Reports and the knowledge base hit counts to find them.