FAQ Section in the Unified Widget

Answer your shoppers' questions inside the widget, with the same list you keep on your Loyalty page.

This feature is available on all plans and requires the Unified Widget.

Overview

The FAQ section puts your loyalty program's questions where shoppers already look. On Home it shows as many questions as you choose, with a See all link for the rest, and in Profile it shows the full list.

You keep one FAQ list per store. The widget edits the same questions as your Loyalty Program FAQs, so a change you save in the widget editor also updates your Loyalty page. The widget only decides how the list looks: whether it shows on Home, Profile or both, its style, and how many questions appear on Home.

Existing stores don't see the section until you turn it on.

Add the FAQ section to your widget

Open the widget editor

Go to On-site content → Unified widget.

Open FAQ

Click FAQ in the Body menu to place it on Home, or in the Profile menu to place it in Profile. Both open the same panel.

If your store has never saved an FAQ list and the list is empty, Joy fills in six suggested questions as an unsaved draft. Click Discard to remove them.

Turn the section on

Click the eye icon next to FAQ in the menu.

Edit your questions

Click a question to edit its text and answer in place. Drag a row by its handle to reorder, use the eye icon to hide or show a question, and use the delete icon to remove one. Click Add FAQ to write a new question.

Insert your points name or store name into an answer with the Insert variable button, which adds {{points_name}} or {{store_name}}. Joy fills in the real values on your storefront, in each language.

Choose how it looks

Set the Section title, pick a Style, and set Questions shown on Home. When you have more questions than that, a See all link with the question count opens the full list.

Style	What shoppers see
Accordion	One framed block with the first answer open; shoppers click a question to open or close its answer
List	Every answer visible, with no frame
Cards	Each question in its own card, opening and closing on click

Save

Click Save. Nothing you change in the FAQ panel reaches your storefront or your Loyalty page until you save. Discard drops every unsaved change, including the question list.

Write your questions with AI

Two tools in the FAQ panel draft the wording for you. Both edit the unsaved draft only, so you review everything before you save.

Make it on-brand

Click Make it on-brand and Joy's AI reads your store and programs, then suggests questions and wording in your store's voice. It reads your store details, products, homepage, saved brand voice, emails and loyalty programs, and shows which of them it read.

Each suggestion is labelled Rewrite for one of your current questions or New for a question you don't have yet. Tick the ones you want and click Apply.

Edit FAQ with AI

The chat docked in the FAQ panel changes the draft from a plain request. It can edit questions and answers, add or remove a question, change the section title or style, and set how many questions show on Home. Examples:

Make answers shorter
Use a more playful tone
Show 3 questions on Home
Add a question about rewards

Click Undo to reverse the latest request. A reply that arrives after you edit the draft yourself is not applied, so your own edits stay.

Translate your FAQ

Write your questions in your store's main language. After you save, Joy translates them into your other languages automatically, and keeps {{points_name}} and {{store_name}} intact. You set the Section title in your main language, and translate it as FAQ heading in your widget translations.

Frequently asked questions

Why don't I see the FAQ on my storefront?

Check three things. FAQ needs to be on, so click the eye icon next to FAQ in the editor menu. Your store needs to be on the Unified Widget. And at least one question needs to be visible, because the section hides itself when it has nothing to show. Existing stores start with FAQ off.

Is this a separate list from my Loyalty page FAQs?

No. The widget and your Loyalty page share one list. A question you add, edit, hide or delete in the widget editor changes on your Loyalty page after you save, and the reverse is also true.

Does the AI change my FAQ on its own?

No. Make it on-brand and Edit FAQ with AI only change the unsaved draft. Click Discard to drop their changes, or Save to keep them.

Which variables can I use in an answer?

{{points_name}} and {{store_name}}. Joy swaps them for your points label and store name when it publishes the FAQ. A variable Joy doesn't recognise stays on the page as you typed it.

What happens if I delete every question?

Click Save and the list stays empty, and the section hides on your storefront. Joy does not bring the six suggested questions back once you have saved your FAQ list.

In what language are the suggested questions?

English. Edit them before you save if your store's main language is different.

Why did Joy say my questions were changed somewhere else?

Someone saved the FAQ list from another place, for example your Loyalty page, after you opened the editor. Joy keeps their version and does not save your question changes. Click Reload page to load the latest questions, then make your changes again.

What if the editor can't load my questions?

The panel shows We couldn't load your questions with a Try again button. Your other widget changes still save, and your questions stay as they are until they load.