FAQ

Document360 provides three ways to add FAQ sections to your articles — FAQ Templates, the AI FAQ Generator, and Accordions. All three use accordion-style formatting, but they differ in how content is added and managed.

When can you use FAQ

• Use FAQ Templates at the end of how-to articles to address common follow-up questions you already know readers will have — the structure is consistent and easy to maintain
• Use the AI FAQ Generator on long, content-rich articles where you want to surface likely reader questions without writing them manually
• Lock manually refined FAQ before regenerating to preserve edits while adding new questions from updated article content
• Insert custom FAQ between generated ones to add questions the AI did not produce but that readers frequently ask

FAQ templates

FAQ templates insert a predefined FAQ structure with three accordion items. You fill in the questions and answers manually.

1. Navigate to the desired location in the article.
2. Type /FAQ and press Enter.
3. Three FAQ accordion items are inserted. Click each one to fill in your question and answer.

After inserting, click the FAQ section to access the following options:

Reorder FAQ items

Each FAQ item has a set of controls that appear when you hover between items. Use these to reorder FAQ within the block without deleting and recreating them:

• Move down (↓) — Moves the selected FAQ one position down in the list. Use this when a question would make more sense appearing later in the sequence.
• Add FAQ (+) — Inserts a new blank FAQ item directly below the current one.
• Move up (↑) — Moves the selected FAQ one position up in the list. Use this to prioritize a question or bring it closer to the top.

AI FAQ generator

The AI FAQ Generator automatically creates FAQ based on your article content.

Prerequisites:

• You must have purchased the Eddy AI content suite.
• The AI writer suite must be enabled in your Document360 account (enabled by default upon purchase).
• The article must contain a minimum of 150 words.

To generate FAQ:

1. Navigate to the article in the Advanced WYSIWYG editor.
2. Click Eddy AI at the bottom right of the editor.
3. From the options, click Generate FAQ.

Eddy AI generates FAQ and places them at the end of the article. You can add content below the FAQ section after generation.

Customizing generated FAQ

After FAQ are generated, click the FAQ section to access the following options:

To customize the FAQ section title: click the title of the FAQ section and edit it directly to better fit your article.

Adding custom FAQ

1. Hover between any two FAQ where you want to add a new one.
2. Click the Add FAQ icon that appears.
3. Fill in your custom question and answer.

To delete a specific FAQ:

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

Locking FAQ

Locking protects specific FAQ from being overwritten during regeneration.

To lock a FAQ:

1. Click the Lock icon next to the FAQ you want to protect.
2. The FAQ is marked with a lock badge, indicating it is safeguarded from changes.
3. You can still edit locked FAQ manually at any time.

To add new FAQ while keeping existing ones locked:

1. Lock all existing FAQ.
2. Click Regenerate — Eddy AI will generate additional FAQ without altering the locked ones.

Project-level FAQ settings

You can customize how FAQ appear across your entire knowledge base.

1. Navigate to Settings > Knowledge base site > Article settings & SEO.
2. In the Article settings tab, expand the FAQ accordion.

You can also access FAQ settings at the article level by clicking the Settings icon on the FAQ block. Changes made here apply to that article only and override the project-level settings.

To reset all settings back to their defaults, click the Reset button at the top of the FAQ Settings panel.

Expand/Collapse

Controls how FAQ items appear when a reader lands on the article.

Style

Controls the visual appearance of the FAQ border.

Expand arrow position

Controls where the expand/collapse arrow appears on each FAQ item.

Expand/Collapse icon

Controls the icon used to indicate that a FAQ can be expanded or collapsed.

Best practices

• Always review AI-generated FAQ before publishing — the generator produces between 5 and 10 questions based on content depth, but not all may be relevant or accurately answered.
• Lock FAQ that have been manually refined before regenerating, to avoid losing edits.
• Keep FAQ questions concise and written from the reader's perspective — start with "How do I", "What is", or "Can I" phrasing.
• Use project-level settings to establish a consistent FAQ style across all articles, then use article-level settings only when a specific article needs a different behavior.
• Avoid duplicating content between the article body and the FAQ section — FAQ should complement the article, not repeat it.

FAQ