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

Before you begin, make sure you have Customer Hub enabled in Klaviyo.

You need permission to edit Customer Hub to create or manage FAQs. If you see an upgrade prompt in the FAQ editor, upgrade your Customer Hub plan to access FAQs.

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.

1. 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, open Customer Hub.
2. Click Design, then Edit your Hub.

3. Select FAQ from the view dropdown above the editor canvas, or go directly to https://www.klaviyo.com/customer-hub/design/hub?view=faq.

4. Click Create FAQ.
5. Fill in your FAQ’s details:
   • FAQ Name
     Assign a unique, descriptive name (e.g., "Shipping Policy" for a question related to shipping). This name is for internal use only; it isn’t visible to customers.

• Question
  Write a question as you expect customers to ask it.
• Answer
  Provide a concise and accurate answer.
• Link (Optional)
  Add a URL to link to more information (e.g., to your shipping policy).

1. Click Create to add your FAQ to the editor.
   

2. Click Publish to save the FAQ. It appears in the Customer Hub interface when your Hub is live.

The Questions list contains your FAQs. Drag them to change their order, and use the toggle next to an FAQ to enable or hide it in Customer Hub. Click Publish after changing the order or toggles to save your changes.

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. The app-block installation steps below use the theme editor for a standard Shopify storefront.

1. In Customer Hub, click Design. Under Onsite blocks, select FAQ, then click Add app block.

2. In the Shopify theme editor that opens in a new window, confirm that the Klaviyo FAQs app block has been 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 the FAQ editor in Klaviyo and refresh the page. Under FAQ visibility, choose which shoppers should see the FAQs. If it is set to Hidden, choose another option to show the question-selection and style controls.

6. Under Questions, 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.
8. Click Publish to save your FAQ visibility and styling changes.

FAQ selections save automatically. Visibility and styling changes are saved when you click Publish. 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, add or remove product-page FAQs in the FAQ editor under Customer Hub > Design > Onsite blocks > FAQ. You don’t need to install the app block again. To change the FAQ order, return to Design and click Edit your Hub, select the FAQ view, drag the FAQs into the order you want, and click Publish.

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 Design, then Edit your Hub.
3. Select FAQ from the view dropdown above the editor canvas.
4. Under Questions, switch the toggle on to enable an FAQ in Customer Hub, or off to hide it.

5. Click Publish to save your changes.

Change which FAQs show on product detail pages

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click Design.
3. Under Onsite blocks, select FAQ.
4. Check FAQ visibility. If it is Hidden, choose which shoppers should see the FAQs and click Publish to save that visibility change.
5. Under Questions, use the dropdown to select or deselect the questions you want to show. You can display up to 3 FAQs. Your selections save automatically.

Edit an FAQ

To make changes to one of your FAQs:

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click Design, then Edit your Hub.
3. Select FAQ from the view dropdown above the editor canvas.
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 to apply the changes in the editor.
7. Click Publish to save your edited FAQ.

Delete an FAQ

To delete an FAQ:

1. In Klaviyo’s main navigation, select Customer Hub.
2. Click Design, then Edit your Hub.
3. Select FAQ from the view dropdown above the editor canvas.
4. Find the FAQ you want to remove permanently, then select the additional options (3 dots) menu.
   

5. Click Delete.
6. Click Publish to permanently delete the FAQ from your account.

Additional resources