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Overview

FAQ articles are the questions and answers published to your members portal and app. They’re the first place members look when something is unclear — keeping them current saves your team a large volume of repeat questions. Each article has a short Summary for the listing and a full Article contents body, plus optional images.

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How to access

Navigate to Community → FAQ in the dashboard. Content FAQ

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The list

Each row shows the Title alongside a Published or Unpublished badge. Two more badges can appear:
  • AI ready — the article has been processed so it can be used by AI-assisted answers.
  • Targeting badges such as Members only, Contacts only, Specific membership, or Specific customers when the article isn’t visible to everyone.
The list is ordered by your display order and supports drag-and-drop reordering, so put the most common questions at the top — that’s where they get the most reads. Use the Add FAQ article button to create a new one.

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Creating an FAQ article

1

Start a new article

Go to Community → FAQ and click Add FAQ article.
2

Write the content

Set the Location, Title, a short Summary (shown in the listing), and the full Article contents. You can attach a Large image (used on the article page and in listings — 1500×1125px or larger) and a Small image (used when the article appears as a related item — 250×250px or larger).
3

Choose who sees it

Under Availability, pick who the article is available to — all customers, members, contacts, or specific teams and customers. See Targeting below.
4

Publish

Tick This article is published. and save. Published articles appear on the portal and app immediately.

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Targeting who sees an article

Under Availability, the This article is available to: control lets you narrow the audience:
  • All customers — everyone on the portal.
  • Contacts — customers without an active contract.
  • Members — customers with an active contract.
You can further restrict an article to specific teams or specific customers. The matching badge is then shown next to the title in the list so you always know an article is limited.
Most FAQs apply to everyone. Only use targeting when an answer genuinely differs between audiences — too many targeted articles make the portal feel inconsistent.

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Keeping the FAQ useful

  • One question per article. Combined questions (“How do I book and pay?”) hurt both findability and clarity.
  • Answer the question first. Lead the Article contents with the direct answer, then add detail.
  • Retire what’s obsolete. An article describing a setting you no longer have is worse than none — unpublish or delete it.
  • Articles — longer-form published content
  • Help desk — the source of real customer questions