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Managing your FAQs in the Customer Portal

Your team can now view, create, and update the FAQs that guide how Verse responds to your leads — directly in the Customer Portal. This guide walks through everything you need to kow.

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Written by Matthew White

What FAQs are (and why they matter)

FAQs are short question-and-answer pairs that give Verse the context it needs to respond to your leads accurately. When one of your leads asks a question mid-conversation — "Are you open on Saturdays?", "Do you finance in-house?", "Do you have anything under $400k?" — Verse uses your FAQs to inform the response.

The better your FAQs, the better Verse handles your conversations. Well-tuned FAQs mean:

  • Fewer conversations escalating to your team unnecessarily.

  • More consistent answers across every lead, every conversation.

  • Faster onboarding when your product, pricing, or coverage area changes — you update the FAQ once and every future conversation reflects it.

You'll find your FAQs in the Customer Portal under Scripting → FAQs.

Team FAQs vs. Sub Account FAQs

There are two levels where FAQs can live.

Team FAQ

The Team FAQ is your default. Every Sub Account under your Team uses it. Author it once and it flows to every conversation automatically. This is where most of your business's evergreen answers should live — hours of operation, service areas, pricing overview, common process questions.

Sub Account FAQ

Individual Sub Accounts FAQs will override the Team FAQ:

  • Override — the Sub Account FAQ replaces the Team FAQ entirely for that Sub Account. Conversations under it use only the Sub Account FAQ.

Rule of thumb: if you're not sure, start with the Team FAQ. Add a Sub Account FAQ only when a specific Sub Account genuinely needs a different answer.

Who can do what

FAQ access is based on your role:

  • Team Member — view-only. Can browse and search FAQs but cannot create, edit, or delete.

  • Team Admin / Team Lead — full access to view, create, edit, and delete FAQs and entries.

  • Sub Account Manager — full access to view, create, edit, and delete FAQs and entries.

  • Org Admin / Org Owner — full access to view, create, edit, and delete FAQs and entries.

If you're a Team Member and need to change an FAQ, ask your Team Admin or Sub Account Manager — they have edit access.

Getting to your FAQs

  1. Log in to the Customer Portal.

  2. Click Scripting in the top navigation.

  3. Select FAQs from the sub-navigation.

You'll see the FAQ page for your Team by default. If you have access to multiple Sub Accounts, you can toggle between the Team FAQ and any Sub Account FAQ from the page header.

Each FAQ shows:

  • The list of question-and-answer entries.

  • A search bar to quickly find a specific question.

  • The name of the person who last published an update, so you can see who changed what.

  • Pagination controls if the FAQ has many entries.

Creating a new FAQ

If a Sub Account doesn't yet have its own FAQ and you want to add one:

  1. Navigate to Scripting → FAQs in the Customer Portal.

  2. Switch to the Sub Account you want to create the FAQ for.

  3. Click Create FAQ button.

  4. You'll be presented with a pop-up overviewing the change, you'll need to type confirm to create the FAQ.

  5. The FAQ is created with entries copied from the Team FAQ. Modify or delete any FAQs as needed.

To create or modify the Team FAQ itself, use the same flow while viewing the Team FAQ (rather than a specific Sub Account).

Adding an entry to an FAQ

Each FAQ is made up of individual entries — one question and its answer. To add a new entry:

  1. Open the FAQ you want to add the entry to (Team FAQ or Sub Account FAQ).

  2. Click Add Entry.

  3. Enter the question exactly the way a lead might ask it. If several phrasings are common, pick the most natural one — Verse handles reasonable variations automatically.

  4. Enter the answer you want Verse to use. Keep it concise, factual, and written the way you'd want a professional teammate to reply.

  5. Click Save.

The entry is live immediately. The next conversation that touches this topic will use it.

Editing an entry

To update an existing question or answer:

  1. Open the FAQ.

  2. Find the entry you want to change (use the search bar for large FAQs).

  3. Click the entry to open it, or click Edit next to it.

  4. Update the question, the answer, or both.

  5. Click Save.

The change is live immediately — no publish step, no version control to worry about. Every conversation from that point on uses the updated entry.

Deleting an entry

To remove a specific question from an FAQ without touching the rest:

  1. Open the FAQ.

  2. Find the entry.

  3. Click Delete on that entry and confirm.

The entry is removed immediately. Note that in-progress conversations already using that context will still complete normally — the deletion applies to new conversation touches going forward.

Deleting a Sub Account FAQ entirely

If a Sub Account no longer needs its own FAQ (and should fall back to using just the Team FAQ):

  1. Navigate to the Sub Account's FAQ.

  2. From the FAQ header options, choose Delete FAQ and confirm.

  3. The Sub Account will now inherit the Team FAQ automatically.

The Team FAQ itself is generally not deleted — it's the anchor for all your Sub Accounts. Contact your Verse Success Manager if you have a specific reason to remove it.

Tips for great FAQs

  • Keep answers short. Two to three sentences is usually enough. Long answers get truncated in messaging and are harder for both Verse and your leads to parse.

  • Answer the actual question. Resist the urge to bury the answer in preamble ("Great question! At [Company], we believe..."). Lead with the answer.

  • Update as your business changes. Prices, hours, coverage areas, financing options — anything that changes should be reflected in the FAQ within a day. Stale FAQs teach Verse to give stale answers.

  • Use the Team FAQ for the 80%. Anything true for most or all of your Sub Accounts belongs at the Team level. Push only genuine differences down to a Sub Account FAQ.

  • Prefer Merge over Override unless a Sub Account really needs a wholesale swap. Override means you're maintaining an entirely parallel FAQ; Merge lets Sub Accounts inherit your Team's ongoing improvements.

  • Review your FAQs quarterly. Set a recurring reminder to audit what's there, remove anything obsolete, and add anything your Success Manager or your own team has noticed coming up repeatedly in conversations.

Need help?

If you can't see the FAQs section under Scripting, if a change isn't taking effect, or if you're not sure whether a question belongs at the Team or Sub Account level, reach out to your Verse Success Manager — they can walk through it with you and help you shape FAQs that get the best results from your Verse platform.

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