If you keep typing the same reply, publish it as a page. Write the answer once, give it a link, and send that link the next time someone asks.
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Which questions deserve a page
Any question you answer more than a few times a month.
A one-paragraph reply
Refund window, supported browsers, and where to download are short answers. They fit an FAQ entry.
A task you explain on calls
Setting up an integration or exporting data takes steps. Write it as a help article with the steps in order.
A link that travels
Put the page in the footer of your app, the help menu, or the screen where the question usually starts.
How to clear the queue of repeats
Start with five questions, then add more.
1. Sort last month's mail by subject
The duplicates stand out when you group messages by subject.
2. Write the five you type most
Use your sent reply as the draft. Trim the greeting and the apology, or describe the question to the AI prompt bar and edit its draft.
3. Publish the FAQ or the help center
Use the FAQs template for short answers and the Help Center template for step-by-step articles.
4. Link it in your replies
Save the link as a macro or a snippet so the next reply is one line and a link.
Keep the published answers current
A page keeps helping as long as it matches the product.
Update the page when the policy changes
Edit the page and every saved link shows the new answer.
Add a personal line for unusual cases
The page covers the common case. Your reply can add the detail that is specific to that customer.
Record product changes
When a change ships, add a line to the changelog and update any FAQ entry that the change affects.
Repeated questions FAQ
What to publish, and where.
A short answer belongs in the FAQ, with the customer's question as the title. A procedure with steps becomes a help article, grouped in a category in the help center. See FAQ software and help center software.
Publish the part that stays the same. Your reply can add the one line that is specific to that customer.
Use the customer's own words. When the title matches what they type, search takes them to the right entry.
Yes. Describe the question to the AI prompt bar and edit the draft so it says what you would tell a customer.
Link it from the footer of your app, the help menu, and the saved replies your support team uses.
Open with the result, then the steps in order, then the common exception. The full method is how to write a help article.
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