How to create FAQs for your Customer Hub and product pages

You will learn

Learn how to create and manage Frequently Asked Questions (FAQs) to display in your site’s Customer Hub interface and on product detail pages. Highlighting FAQs helps you proactively address common customer questions while reducing repetitive inquiries for your support team.

Before you begin

This guide covers how to enable FAQs for your site’s Customer Hub interface. Before proceeding, ensure that you have the Customer Hub feature enabled in Klaviyo.

Learn more about Customer Hub.

Where do FAQs appear for customers?

FAQs can appear in 2 areas on your website:

1. Customer Hub
   • Web chat enabled (left image)
     FAQs show in the Chat tab of the Customer Hub drawer. Customers can click an FAQ to view the question and its answer in the message thread.
   • Web chat not enabled (right image)
     FAQs display in a dedicated FAQ tab in the Customer Hub drawer. Customers can browse and expand questions to see the answers.
     
2. Product Detail Pages
   • (Optional) You can surface up to 3 FAQs beneath products on your site’s product detail pages. When a customer clicks a question, the Customer Hub interface opens with the answer.
     

Add a new FAQ to your Customer Hub

To create an FAQ for your Customer Hub: 

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click Settings.
   
3. Select FAQ > Create FAQ.
4. Fill in your FAQ’s details:
   1. Name
      Assign a descriptive name (e.g., "Shipping Policy" for a question related to shipping).  These are for internal use only; they aren’t visible to customers.
      

      You cannot change an FAQ's name after creating it. This is because Klaviyo uses the FAQ name to track and filter customer interactions with FAQs (e.g., Customer Hub clicked on FAQevents). Use a clear, relevant name for each FAQ to ensure accurate reporting.

   2. Question
      Write a question as you expect customers to ask it.
   3. Answer
      Provide a concise and accurate answer.
   4. Link (Optional)
      Add a URL to link to more information (e.g., to your shipping policy).
5. Click Create to publish your FAQ in the Customer Hub interface.
   

The Display FAQs menu lists all FAQs in the order they appear on your site. You can reorder FAQs by dragging them. The blue toggle next to each FAQ indicates if it's live, and you can toggle this off to remove the FAQ from your site.

Add FAQs to product pages

Additionally, you can display FAQs on your product detail pages. To do this, add the Klaviyo FAQs app block to your Shopify online store.

1. In the Display FAQs menu, click Add app block.
   
2. Doing so launches your Shopify theme editor in a new window, showing a modal indicating that the Klaviyo FAQs app block was added to your default product page template.
   
3. Click and drag the app block to reposition it as needed.
4. Click Save to save the changes in Shopify.
5. Return to Klaviyo and refresh the page. The Display questions on product detail pages setting now appears.
   
6. Use the dropdown to select up to 3 FAQs to display on product pages. 
7. Optional: Choose your preferred color for the FAQ app block.

Your selections save automatically. Clicking an FAQ on the product page will open the Customer Hub interface, showing the answer on either the Chat or FAQs tab, depending on your web chat settings. 

Going forward, you can add FAQs to show on the product detail pages using the Product detail dropdown in Klaviyo; you don’t need to install the app block again. FAQs show on your site in the order that you’ve selected them in the display box, which you can adjust. 

Manage which FAQs display on your site

You can control which FAQs display in the Customer Hub interface and product detail pages independently. For example, an FAQ can be live in the Customer Hub, only on product pages, both, or neither.

Change which FAQs display in the Customer Hub

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click the Settings button.
3. Select FAQ.
4. Under Display FAQs, switch the toggle on to set a question live, or off to set it to hidden.
   

Change which FAQs show on product detail pages

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click the Settings button.
3. Select FAQ.
4. Click the Select FAQs to display dropdown and select or deselect the questions you want to show. You can display up to 3 FAQs.
   

Edit an FAQ

To make changes to one of your FAQs:

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click the Settings button.
3. Select FAQ.
4. Next to the FAQ you’d like to modify, select the additional options (3 dots) menu, then select Edit.
   
5. Update the question, answer, or link as needed.
6. Click Save. Changes update immediately wherever the FAQ is live.

Delete an FAQ

To delete an FAQ: 

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click the Settings button.
3. Select FAQ.
4. Find the FAQ you want to remove permanently, then select the additional options (3 dots) menu.
   
5. Click Delete.

Additional resources

• Getting started with web chat
• How to create content blocks for Customer Hub
• How to style your Customer Hub