Website FAQs
Add general frequently asked questions that apply to your entire website. These questions automatically train the chatbot, saving you support time.
What are website FAQs for?
Website FAQs are general questions that repeat across all your events. Instead of answering the same queries over and over, you add them once and:
- Visitors can consult them — They access them from the "Frequently asked questions" link in the site footer
- The chatbot uses them automatically — If someone asks something related, the bot responds directly without the user having to navigate to the FAQs menu or email you
This saves a significant amount of time because repetitive queries resolve themselves.
Accessing the configuration
From the Fanz dashboard, go to Website → FAQs.
Adding a frequently asked question
- Click on "Add frequent question"
- Write the question as a customer would ask it
- Write the answer using the text editor (you can include emojis, formatting, etc.)
- Save the question
The question is activated immediately and the chatbot starts using it.
Viewing and managing existing FAQs
All the frequently asked questions you've created appear as cards in this section.
Editing an FAQ
Click on the card of the question you want to edit. The editor opens where you can modify both the question and the answer.
Deleting an FAQ
Click on the red trash can icon in the bottom right corner of the card to delete the question.
Where FAQs appear
On the website
Visitors can see all FAQs by clicking the "Frequently asked questions" link that appears in your site footer.
In the chatbot
The chatbot uses FAQs as a knowledge base. When someone asks a related question, the bot generates a response based on the information you've added. It doesn't show the verbatim response but adapts it to the conversation.
The power of the chatbot
Automatic training
Every question you add automatically trains the chatbot. This means:
- The chatbot responds without human intervention
- The more FAQs you have, the more queries it can resolve
- Users get immediate answers without waiting
Want more control? You can also train the chatbot directly from conversations. See Chatbot conversations to learn how to review chats and add specific Q&A training.
Practical example
If you add the question:
"What are your box office hours?"
The chatbot will be able to answer variations like:
- "What time does the box office open?"
- "Until what time can I buy in person?"
- "Ticket office schedule"
- "Are you open on Sundays?"
Website FAQs vs Event FAQs
| Website FAQs | Event FAQs |
|---|---|
| Apply to your entire business | Only apply to a specific event |
| General questions about your brand | Event-specific questions |
| Appear in the site footer | Appear on the event page |
| Train the chatbot globally | Train the chatbot for that event |
Both complement each other. The chatbot uses both depending on the conversation context.
Default refund question
By default, your site includes a pre-configured FAQ about refund requests. This question:
- Explains your refund policy (10-day window, full purchase only)
- Links to the
/request-refundform on your site - Allows customers to submit refund requests directly
Disabling refund requests
If you don't want to accept refund requests through the system:
- Find the default refund question in your FAQs list
- Delete it or toggle it off
Without this FAQ, customers won't see the refund link on your site.
Learn more: See Refunds for how to manage refund requests in Customer service.
Recommended FAQs
These are questions that almost all organizers should have:
About purchases
- What payment methods do you accept?
- Can I pay in installments?
- How do I receive my tickets?
- Can I buy in person (box office)?
About changes and refunds
- Can I change the date of my ticket?
- What happens if the event is canceled?
- Do you issue refunds?
- Can I transfer my ticket to someone else?
About access
- Is there parking?
- Is it accessible for people with reduced mobility?
- Can I bring children?
- What time do doors open?
About contact
- How can I contact you?
- What are your business hours?
- Where are you located?
Best practices
Base on real inquiries
- Look at questions that come through chat or email
- Identify repetitive patterns
- Convert those queries into FAQs
Clear language
- Use your customers' language
- Avoid technical jargon
- Be direct and concise
Complete answers
- Answer the question directly
- Anticipate follow-up questions
- Add useful additional information
Regular updates
- Review FAQs periodically
- Add new questions that arise
- Update answers if policies change
Next steps
- Customize the chatbot → Configure name, avatar, tone and capabilities
- Review chatbot conversations → Train the bot directly from real conversations
- Configure site SEO →
There's no limit. You can add as many questions as you need. The more you have, the more queries the chatbot can resolve automatically.
Not necessarily. The chatbot uses your FAQs as a knowledge base and generates natural responses based on them. It may paraphrase or combine information from multiple FAQs to give a more complete answer.
Yes. The answer editor allows you to include emojis, formatted text, and other elements to make your answers clearer and friendlier.
Yes. When you add, edit, or delete an FAQ, changes are applied immediately to both the site and the chatbot.
No, they complement each other. Website FAQs apply globally, while event FAQs are specific to that event. The chatbot uses both depending on the conversation context.
Visitors can access all FAQs from the "Frequently asked questions" link that appears in the website footer.
Delete or toggle off the default refund question in this FAQs list. Without it, customers won't see the refund link on your site or be able to submit refund requests through the system.