Guides › Customer Support
Build a ready-to-use FAQ from your old emails
Turn the questions customers keep asking into a tidy FAQ document with clear answers you can paste into emails, your website or chats.
When to use it
Once, then refresh every few months
Step by step
Gather 20 to 30 typical questions
Search your inbox for words like 'how do I', 'when will' and 'can I' and copy the questions into one document. Remove names, emails and order numbers as you go.
Add your current answers
Under each question, add a rough note of what you usually say, even if it's messy. Include prices, delivery times and policies as they are today.
Ask your AI assistant to organise it
Paste your notes into ChatGPT, Claude or Gemini with this prompt.
Prompt to copyHere is a list of questions my customers ask and my rough answers: [paste]. My business: [one line about what you sell or do]. Turn this into a customer FAQ. 1) Merge duplicate questions. 2) Group them under 4 to 7 headings (for example Orders, Delivery, Payments, Returns). 3) Write each answer in plain British English, under 60 words, friendly and specific. 4) Keep all facts exactly as I gave them and mark anything unclear with [CHECK]. 5) At the end, list 5 questions customers probably ask that are missing from my list.Check and save it
Fix every [CHECK] item, then save the FAQ in Google Docs where your whole team can find it. Pin a link in your bookmarks.
What you get
Delivery How long does delivery take? Most orders arrive in 2 to 4 working days. You'll get a tracking link by email as soon as it ships. Returns Can I return a sale item? Yes, within 14 days, as long as it's unused. [CHECK: do personalised items count?]
Tips
- Date the document and update it whenever a price or policy changes, so nobody gives out old answers.
- The 'missing questions' list is great material for your website's help page.