AI FAQ generator

The AI FAQ generator in Document360 automatically creates a set of frequently asked questions and answers based on your article content, directly inside the Advanced WYSIWYG editor. It saves time by eliminating manual FAQ drafting and helps ensure every published article covers the questions readers are most likely to ask. The feature is powered by Eddy AI and is available on all plans that include the Eddy AI content suite.

When to use the AI FAQ generator

Use the AI FAQ generator when:

• You want to add a self-service FAQ section to a new or existing article without writing questions manually.
• Your article covers a complex feature and you need to surface edge-case questions that readers commonly raise.
• You are refreshing older documentation and want to improve AEO signals by adding structured Q&A content.
• You need to keep FAQ content in sync with article changes — use the Regenerate option after updating the article body.

Before you begin

• You must have purchased the Eddy AI content suite.
• The AI writer suite must be enabled in your Document360 account. It is enabled by default upon purchase.
• The article must contain a minimum of 150 words for Eddy AI to generate FAQs.
• The AI FAQ generator currently supports English only. For the full list of languages supported by Eddy AI, see Multilingual support for Eddy AI writer suite.

How to generate FAQs for an article

Generate FAQs

1. Open the article you want to update in the Advanced WYSIWYG editor.

2. Click Eddy AI at the bottom-right corner of the editor.

3. Select Generate FAQ from the options.

   Eddy AI analyses the article content and inserts a FAQ section at the end of the article.

   

Customise generated FAQs

1. To rename the FAQ section, click the section title and type a new name.

2. Click anywhere else in the FAQ section to select it. A toolbar appears with the following options:

   Option	Icon	What it does
   Settings	⚙	Adjusts FAQ template settings for this specific article only — changes do not affect other articles
   Regenerate	↺	Generates a new set of FAQs based on current article content
   Expand/Collapse	▲	Shows or hides all FAQ answers

Note: FAQ templates are separate from the AI FAQ generator. For information about FAQ templates, see Advanced WYSIWYG editor basics.

Add a custom FAQ

1. Hover between any two existing FAQs where you want to insert a new one.
2. Click the Add question (+) icon that appears.
3. Select FAQ from the dropdown.
4. Enter your custom question and answer.

Delete a FAQ

1. Click the FAQ you want to remove.
2. Click the Delete () icon that appears above it.

Lock FAQs to protect them during regeneration

1. Click the Lock () icon next to any FAQ you want to protect.

   Locked FAQs display a badge to indicate they are protected.

2. To add more FAQs without replacing existing ones, lock all current questions and then click Regenerate.

   Eddy AI generates additional FAQs while leaving locked items unchanged.

   

Note: Locked FAQs can still be edited manually at any time.

How to configure FAQ generator settings

You can set project-level defaults for how FAQs are displayed on your knowledge base site.

1. Navigate to Settings () in the left navigation bar of the Knowledge base portal.

2. Go to Knowledge base site > Article settings & SEO.

3. In the Article settings tab, expand the FAQ accordion.

   

4. Configure the following options:

   Setting	Options	Default
   Expand/Collapse	Expand first, Expand all, Collapse all	—
   Style	With border (all sides), Without border (bottom only)	With border
   Expand arrow position	Left, Right	Right
   Expand/Collapse icon	Arrow up/down, Plus/minus	—

Best practices

• Lock custom FAQs before regenerating. Any FAQ you wrote manually should be locked so regeneration does not overwrite it.
• Regenerate after major article edits. If you significantly update the article body, regenerate the FAQs to keep them aligned with current content.
• Keep FAQ answers concise. Each answer should be 1–3 sentences. Long answers belong in the article body, not the FAQ.
• Use the Settings icon for per-article layout overrides. The project-level FAQ settings apply globally, but the per-article Settings icon lets you override display options for individual articles.
• Add custom FAQs for known support questions. Use the Add question option to include questions your support team frequently receives, even if Eddy AI did not generate them.

FAQ