Client-Specific custom FAQ
The Custom FAQ feature enables each client organization to create and manage its own private FAQ content. All FAQ data is fully isolated, ensuring items are only visible to users within that specific client organization.
What is this feature?
The Custom FAQ feature allows each organisation to create and manage its own help content directly within HIVO. Client Admins can create frequently asked questions, update answers, and add visual video guides. Regular users can search for and view this content whenever they need assistance.
Each organisation’s FAQ content is managed separately and is only visible to users within that organisation. This feature helps organisations:
Proactively update help content based on their own processes and requirements.
Combine written content with videos to provide more visual guidance.
Arrange important questions in order of priority.
👉 Note: The FAQ feature is only available if it has been enabled for your organisation by a HIVO Admin.
For Client Admins
Client Admins have full permission to manage FAQs, including:
Creating new questions.
Viewing FAQ content.
Editing questions and answers.
Deleting FAQs.
Changing the display order.
1. How Client Admins Can Add a New FAQ
🔹 Step 1: Access FAQ management
Select Support from the main menu.
Open the FAQ tab.
Click + Add Question.
🔹 Step 2: Enter the question and answer
In the Add question dialog, complete the following fields:
Question: Enter a question that users frequently ask. This is a required field and is marked with an asterisk (*). Use a short, clear question that includes keywords users are likely to search for.
Answer: Enter the answer or detailed instructions. You can use the editing toolbar to format the content, including:
Applying bold, italic, or underline formatting.
Creating numbered or bulleted lists.
Inserting links.
Inserting images.
Formatting code or quoted content, if required.
🔹 Step 3: Add visual video guides
The Add visual guides section allows you to add one or more demonstration videos to the answer. You can select a video asset from HIVO or add an external embed link.
For each video guide, enter the following information:
Demo title: Enter a title for the video guide. This is a required field.
Demo description: Enter a brief description of the video.
Video asset/Embed link: Select a video from HIVO or provide an embed link from an external source.
Use an existing video from HIVO
Switch the toggle to Select Asset.
Click the asset selection icon.
Find and select the video you want to use.
Use an embed link
Switch the toggle to the embed link option.
Enter the video URL in the Embed link field.
The link must allow the video to be embedded in an iframe on the HIVO domain. If the video provider blocks embedding, the video may not be displayed in the FAQ.
Manage multiple videos
Click + Add embed to add another video guide.
Use the up or down arrow icons to change the order of the videos.
Click the trash icon to remove a video from the question.
When finished, click Add to create the FAQ. If you have not completed all required fields, the save button may remain disabled.
2. Edit an FAQ
Open FAQ management mode.
Find the question you want to update.
Click the Edit button.
Update the question, answer, or video guides and click Save to save your changes.
The updated content will become visible to users after the changes have been saved successfully.
3. Delete an FAQ
Find the FAQ you want to delete in FAQ management mode.
Click the Delete button.
Review the question in the confirmation dialog.
Click Delete to conf the action.
The deleted FAQ will no longer be visible to users. Review the content carefully before confirming the deletion.
4. Change the FAQ order
The FAQ order determines where each question appears in the list from top to bottom.
Open FAQ management mode and click the Reorder icon in the top-right corner to open FAQ Order Settings.
Drag and drop the FAQ items, or use the arrow icons, to change their order.
Place important or frequently viewed questions near the top of the list.
For Regular Users
Users who do not belong to an Admin group have read-only access. They can browse, search, and read FAQs, but they cannot create, edit, delete, or reorder the content.
Open the FAQ page
Select Support from the main menu.
Open the FAQ tab.
View an answer
Click the expand arrow on the right-hand side of a question to display its answer, including:
The answer content.
Attached images or links.
Visual video guides, if available.
Click the arrow again to collapse the answer.
If you have any questions, don't hesitate to ask, we're always here to help!
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