FAQs Management

An FAQ is one approved question-and-answer pair stored in your studio. The point of a shared FAQ library is consistency: when a buyer asks about pricing, security, or implementation, a new hire and a tenured rep should give the same accurate, on-message answer. Without a shared source of truth, every rep improvises, and the market hears a slightly different story from each one.

What FAQs are for

• Standardize the answer. You write the answer once, your team uses it everywhere. This keeps positioning, claims, and proof points consistent across every conversation.
• Speed up onboarding. New reps can study the real questions they will face and the answers you want them to give, instead of learning by trial and error in front of buyers.
• Feed practice and testing. FAQs are not just a reference list. They plug into learning paths as study content and can become test questions, so reps actually internalize the answers rather than just reading them once.

Where FAQs show up

The same FAQ library powers several places in the studio:

• The Library (admin). This is where you create, edit, organize, and group FAQs.
• The Playbook (reps). Reps browse and search the FAQ library, filtered by persona and grouped the way you organized them. This is the self-serve reference they reach for before and between calls.
• Learning paths. Add an FAQ block to a section so a set of FAQs becomes assigned study content, or build a separate FAQ test to check recall.
• Objection scenarios. From the Objections admin, an existing FAQ can seed a customer objection scenario, turning a known question into something reps practice live.

A good FAQ

A strong FAQ answers a question a buyer actually asks, in the words a buyer would use, with an answer a rep can deliver confidently. Keep the question specific ("How long does implementation take?" rather than "Tell me about onboarding") and make the answer complete enough to stand on its own. Answers support Markdown, so use short paragraphs, lists, and bold to make the key points easy to scan.

FAQs are managed in the studio Library. This is where you write each question and answer, decide who it is relevant for, and keep the list ordered the way reps should see it.

Where to find it

Go to Admin → FAQs. The page has two tabs:

• FAQs lists every FAQ in the studio, with search, persona and group filters, and drag-to-reorder.
• Groups is where you create and manage FAQ groups (covered in the next section).

Creating an FAQ

Click Create FAQ. The editor has a small set of fields, each with a clear purpose:

Field	What it is for
Question	The question as a buyer would actually ask it. Required. Keep it specific and in buyer language so it is easy to find and easy to recognize.
Answer	The approved response, written in a rich text editor that produces Markdown. Required. Use headings, lists, bold, and links to keep it scannable. This is the exact text reps see in the Playbook and learners see in a learning path.
Link to customer personas	Optional. Tag the FAQ with the personas it is most relevant to. Reps can then filter the Playbook by persona to see only what matters to the buyer in front of them.
FAQ groups	Optional. File the FAQ into one or more groups (for example a regional or product-line list). Groups control how the library is organized for reps.

There is also a dictate a draft answer panel. Use voice to capture a rough answer quickly, then clean it up in the editor before saving. The Question and Answer must both be filled in before you can save.

Ordering, searching, and filtering

• Reorder by dragging FAQs in the list. The order you set is the order reps see. Drag-to-reorder is available only when no search or filter is active, because filtering changes which rows are shown.
• Search matches against both the question and the answer text.
• Filter by persona or by group to narrow a long list.

Editing and deleting

Click any FAQ to open it in the editor, change the wording, answer, persona links, or group membership, then save. Use the delete action to remove an FAQ. Deletion is permanent and there is no archive or version history, so update in place when an answer changes and only delete FAQs that are truly retired.

A note on accuracy

Because every rep relies on these answers verbatim, treat the library as a source of truth. When pricing, a product capability, or a compliance detail changes, edit the affected FAQs right away rather than letting reps repeat outdated information.

Different buyers care about different things, and a long flat list of FAQs is hard for a rep to navigate mid-deal. Linking FAQs to personas and grouping them are the two tools that keep the library usable as it grows.

Linking an FAQ to personas

In the FAQ editor, under Link to customer personas, select the personas the FAQ matters to. The personas available here come from your studio's customer personas (managed under Data → Personas). Linking does two things:

• In the Playbook, reps can filter FAQs by persona and see only the ones relevant to the buyer they are about to meet. Each FAQ also shows which personas it applies to.
• In the admin list, you can filter by persona to review coverage for a given buyer type and spot gaps.

A single FAQ can be linked to several personas. There is no per-persona variant of the same answer: one FAQ has one answer, tagged with every persona it serves. If two buyer types genuinely need different answers to the same question, create two FAQs and link each to its persona.

Grouping FAQs

Groups are named collections that organize the library, for example by region, product line, or team. Open the Groups tab on the FAQs page to work with them.

• Create a group with a name and an optional description (for example "USA Market FAQs", described as "Share only with the USA sales team"). The description shows up as helper text for reps in the Playbook.
• Manage a group to choose which FAQs belong to it and which personas it is linked to. You can also assign groups directly from each FAQ's editor.

In the Playbook, FAQs are displayed grouped, with anything not in a group collected under an "Other FAQs" heading. Good groups mirror how your team actually thinks about the business, so a rep can jump straight to the relevant set.

How group personas work

A group can be linked to personas, and that linkage applies to the whole group. This is a convenient way to say "this entire collection is for these buyer types." Be aware that updating a group's personas affects every FAQ in that group, so use group-level persona links for genuinely shared collections and use the per-FAQ persona links for finer control.

Writing a full FAQ library from a blank page is slow. The guided studio setup can draft FAQs for you from what the studio already knows about your business, so you start from a reviewable draft instead of nothing.

Where generation happens

AI FAQ generation is part of the guided studio setup flow, not a button on the FAQs management page. During setup, the FAQ step uses your studio's context to propose questions and answers, which you then review and save into the same library described in the other sections.

What it draws on

The generator blends the inputs the studio has gathered:

• Positioning (value proposition, competitive alternatives, unique attributes, target customers, and market category).
• Personas and their goals and challenges.
• Uploaded documents such as product docs, sales materials, or one-pagers, plus any prepared context from links you provided.

You can toggle Include studio context to control whether the studio's broader positioning and persona context is mixed in alongside your documents. The richer the inputs, the more on-target the drafts, so completing the earlier setup steps first produces better FAQs.

How to use it

1. In the setup FAQ step, choose how many FAQs to generate (3, 5, 10, or 15).
2. Click generate. The studio drafts that many question-and-answer pairs from your context.
3. Review the drafts. Each is selected by default; uncheck any you do not want, or use select all / deselect all.
4. Save the selected FAQs. They become real FAQs in your library, where you can refine the wording, link personas, and assign groups.

Treat drafts as a starting point

Generated answers are drafts, not approved copy. Always read each one before it goes live: confirm the claims are accurate, the numbers are current, and the tone matches how you want your team to sound. The value of generation is speed to a first draft. The accuracy still comes from your review.

A reference library helps reps look things up, but looking something up once is not the same as knowing it. Learning paths turn FAQs into assigned study, and tests check whether the answers actually stuck.

Adding an FAQ block to a learning path

When editing a learning path section, add an FAQs content block. A picker lets you search your library and select the specific FAQs to include in that section. Place foundational FAQs early in the path and more advanced or situational ones later, so learners build up in a sensible order.

How learners experience it

Inside a learning path, an FAQ block is presented as a set of expandable questions. The learner is prompted to consider each question first, then click to reveal the answer, which encourages active recall instead of passive skimming. Time spent is tracked as practice time, and the learner marks the block complete with Mark FAQs as reviewed, which records progress for that section.

Checking recall with FAQ tests

Reviewing answers builds familiarity. To confirm retention, use an FAQ test, a test type built around your FAQ questions. Add it to a learning path the same way you add other tests. Where the FAQ study block is about exposure, the test is about validation: it shows who can actually produce the right answer, not just who has seen it.

Putting it together

A durable pattern is to introduce FAQs as study content, let reps reference them in the Playbook between calls, then assign an FAQ test to confirm the answers landed. Because the study block, the test, and the rep-facing Playbook all draw from the same library, you maintain one set of answers and every surface stays in sync.