Tiktok Shop Academy

Set FAQs with auto-answers

07/08/2025

Applies to:Japan
This article is an introduction to FAQs, a great tool to facilitate your customer service. Besides offering a pool of questions and auto-replies for your selection, it also allows you to customize it according to the actual condition of your own store.
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What are the FAQs?

The FAQs consist of a series of questions customers often ask, similar questions, and the answers to those questions.
imageFor your convenience, the platform has presented some FAQs content in advance, including small talk, questions and recommended responses to issues on pre-sales, logistics, after-sales, and other services. On this basis, you can adjust and add content based on the actual situation of your store and customer service experience.
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What are the main functions of FAQs?

The FAQ database currently has two main functions, and more functions will be added and launched in time.
Application
Example(The account and data on display
are for demonstration purposes only.)
FAQ cardYou can select five questions from the FAQ database and set them on the FAQ card.When a customer enters the chat page of the store, greetings and the FAQ card automatically pop up.The customer can click one question on the card to get an auto-reply.The FAQ Card offers answers to some common questions and also helps further narrow down the questions, saving time and reducing pressure on customer service.
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How to use the FAQs?

Go to Seller Center > Consumer massages > Automation tools > Knowledge base
Consumer massages
Automation tools
Knowledge base
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  1. The permission to set FAQs
  • Only the "owner account" and the "main administrator in the sub-account" have the permission to set FAQs. Customer service agents have no such permission.
  1. Question types
The FAQs questions are categorized into four types: Pre-purchase, Logistics, After-sales and Other.
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  1. Adjust the preset answers
If you want, you can directly adjust the preset answers to the questions in the system based on the actual situation of your store and customer service experience.
Operation
Example(The account and data on display
are for demonstration purposes only.)
Adjust the answers:
  1. Click the edit icon to modify the answer in the
pop-upedit box. You cannot edit the questiontype, the question and similar questions.
  1. You can also add pictures to answers.
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💡 Tips 💡The preset answers the platform provides are for the general use of all merchants, so they may not accurately solve the specific problems of your store. Therefore, you can adjust the answers according to the actual condition of your goods and services to offer more tailored responses.
For example, a customer may ask if there is a giveaway and how to get it. In order to ensure the generality of the answer, the platform will present the answer to "Let me look into it for you".
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  1. Add a new question
Operation
Example(The account and data on display
are for demonstration purposes only.)
Create a new question：Click the "Add new FAQ" button
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  1. Select a question type.
  2. Input a question (up to 100 characters).
  3. Add similar questions (up to 20).
  4. Enter an answer (up to 1000 characters).
  5. You can also add pictures to the answer if needed. Up to four pictures can be added.The image type can be png, jpg, jpeg with a resolution of at least 100 * 100. You can not submit images above 5MB.
  6. Save your FAQ.
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How to set up an FAQ card?

Go to Seller Center > Consumer massages > Automation tools > Automated greetings > Settings
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Once the FAQs content is set, you may start setting up store greetings and FAQ cards.
  1. The permission
Only the "owner account" and the "main administrator in the sub-account" have the permission. Customer service agents have no such permission.
  1. Demonstrations of store greetings and FAQ cards
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  2. Set the store greetings
Operation
Example(The account and data on display
are for demonstration purposes only.)
Enter a greeting:Turn on the greeting switch and enter your greeting.
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  1. Set up the FAQ card
Description
Example(The account and data on display
are for demonstration purposes only.)
Two ways to set up the FAQ card:Auto-select: It means that the platform automatically displays 5 FAQs on the FAQ cards according to the historical conversation records of customers in this store.Custom selection: It means that you can select 1-5 FAQs from the system database and display them to customers.
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Custom selection:
  1. Click the "Custom selection".
  2. Check 1-5 FAQs from the FAQs.
  3. You can manage the display order of FAQs through pictures, delete questions or run a double-check.
  4. After confirming that everything is correct, click Close and it will take effect.
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  1. Conversational performance
If the customer clicks on a question on the card and receives a configured answer, the chat log will show "From FAQs".
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Note

Customers can click the FAQ card to get an automatic reply. The chat session will be displayed as an unanswered session on the customer service page. We hope the customer service agent can pay attention to whether the automatic reply accurately answers the question. If not, the agent should give supplementary answers manually or adjust the auto-replies for optimisation.
SebelumnyaCustomer Service Team Management