Topics & quick answers
You want to give shoppers browsable subjects and instant answers to your most common questions.
Topics and quick answers shape what shoppers see when they browse the support page — and quick answers let you answer the most common questions instantly, with no AI cost.
Build your topic tree
- Go to Topics.
- Add topics and sub-topics to build a tree of the subjects you support.
- Give a topic or sub-topic its own Skill when it needs specialized handling: select the topic or sub-topic, then edit its Skill in the Skill panel on the right. Sub-topics that have one show a SKILL badge.
- Reorder topics to control the order shoppers see.
Topics appear on the support page's browse stage, so shoppers can pick a subject before (or instead of) chatting.
Create quick answers
- Go to Quick Answers.
- Create a question → answer pair and tie it to a topic.
- Save. Shoppers asking that question get the answer instantly, served directly without an AI call.
Quick answers are ideal for high-frequency, stable questions ("Where do you ship?", "What's your return window?").
Troubleshooting
- A quick answer isn't showing → not tied to a topic, or the wording doesn't match what shoppers ask → attach it to the right topic and phrase the question the way customers do.
- Topics appear in the wrong order → reorder them in the Topics tab.