Display link to “FAQs” page in menu

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Display link to “FAQs” page in menu

Customer Portal FAQs Link

An FAQs page is a simple self-service tool that helps customers find answers without contacting your team. When enabled, the FAQs link appears in your Customer Portal menu and opens a page listing your published Questions & Answers.

Table of contents

What this feature does

  • Adds a FAQs link to your Customer Portal menu.
  • Customers who click the link are taken to your FAQs page, showing the Questions & Answers you created in your settings.
  • Works on desktop and mobile (on mobile, the menu typically collapses into a compact menu).

Benefits

  • Reduces support enquiries: customers can self-serve common answers (pricing, inclusions, policies, service areas, preparation steps).
  • Improves conversion: removes uncertainty that can block bookings.
  • Sets expectations: helps prevent misunderstandings about cancellations, arrival windows, deposits, and what’s included.
  • Keeps messaging consistent: everyone sees the same “source of truth”.

How to enable the FAQs link

To display the FAQs link in the Customer Portal menu:

  1. Go to Settings > Customer Portal > Flags & Permissions.
  2. In the Website Flags section, enable: Display link to “FAQs” page in menu.
  3. Click Save.

Enable the Display link to FAQs page in menu flag in Customer Portal Flags & Permissions

Note: Disabling this flag removes the FAQs link from your portal menu.

How to add and manage FAQs (Questions & Answers)

After enabling the menu link, create and manage your FAQs from: Settings > Communications > Questions and Answers.

Questions and Answers (FAQs) management screen in OctopusPro

  • Click Add Question to create a new FAQ item.
  • Write a clear Question and a concise, helpful Answer.
  • If available, use Filter by Service / service assignment to keep FAQs relevant (general FAQs vs service-specific FAQs).
  • Save your changes. Updates apply immediately in the portal.

For a complete guide to creating, structuring, and linking FAQs to services, see: Service FAQs Management.

What customers see

When enabled, the FAQs button appears in the Customer Portal menu (example shown below):

FAQs link in the Customer Portal menu

After customers click FAQs, they are taken to your FAQs page showing the questions and answers you created (example shown below):

Customer Portal FAQs page showing questions and answers

Best practices + examples

  • Keep questions customer-worded: use the same wording customers ask you in calls/messages.
  • Keep answers scannable: short paragraphs, bullet points, and clear conditions (times, fees, exclusions).
  • Prioritise booking blockers: pricing ranges, inclusions, service areas, preparation steps, cancellation/reschedule policy, deposits, parking/access, pets, and arrival windows.
  • Use general + service-specific FAQs: keep global policies in general FAQs, and add service-specific FAQs where needed.
  • Review regularly: update immediately when policies or pricing change.

Example FAQs you may add:

  • What’s included in this service?
  • Do you service my suburb/area?
  • Do you charge travel or call-out fees?
  • How do cancellations and rescheduling work?
  • Do I need to be home during the appointment?
  • How long will the service take?
  • What preparation is required before the appointment?

Troubleshooting

  • FAQs link is not showing: confirm the Website Flag is enabled and saved, then refresh the portal and test in an incognito/private window.
  • FAQs page is empty: add at least one Question & Answer under Settings > Communications > Questions and Answers.
  • Wrong portal/brand: if you use multiple trading names/portal links, confirm you’re editing and testing the correct portal configuration.

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