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What this section is for

FAQs is where you write the most common questions your customers ask—and the answers you want them to see instantly inside your app. This is especially useful in a white-label setup, because it helps you:
  • Reduce repetitive support tickets.
  • Set clear expectations about billing and usage.
  • Explain how your plans work in simple language.
Sub-accounts won’t see Callin’s official documentation here. This FAQ section is for your own customer-facing answers.
You’ll find it in the White Label Platform, under Content Management (open it here).

Video: the empty FAQs page → Add FAQ → a Spanish translation → the FAQ in the list, opened → the row menu with Edit and Delete.

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How FAQs work

Each FAQ is made of:
  • A question (what the user reads)
  • An answer (your official explanation)
  • An Active toggle (so you can show or hide it)
When an FAQ is active, your sub-accounts can see it inside the app.
FAQs page with the search bar, the Add FAQ button and one question opened to show its answer, with the Active badge and the row menu

Screenshot: an example FAQ opened in the list.

Keep answers short and direct. If a topic is long, link to your documentation in the Guides section instead.

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Add a new FAQ

1
Click Add FAQ.
2
Fill in:
  • Question: write it exactly like a user would ask it.
  • Answer: give a clear, friendly answer in 3–6 lines.
3
Optional: translate them. The Translations tabs at the top (English, Español, Italiano, Português, हिन्दी, Deutsch, Nederlands, Français and Português (Brasil)) let you write the question and answer in each language of your platform. Default holds the main text, and empty fields show it in grey.
4
Leave it Active if you want it visible immediately. It’s on by default.
5
Click Save.
Add FAQ window with the Translations tabs, the Question and Answer fields filled in, the Active toggle on and the Cancel and Save buttons

Screenshot: the Add FAQ window on the Default tab.

Common mistake: Writing answers like internal notes. FAQs should be customer-friendly and avoid technical jargon.

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Examples you can copy and adapt

Below are realistic FAQ examples (with sample answers) you can use as a starting point.

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Example 1: Plan upgrades

Question: Can I upgrade my plan anytime?
Answer: Yes. You can upgrade at any time. The new plan will apply to your next billing cycle. If anything changes immediately in your account, you’ll see it reflected right away.

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Example 2: Buying extra minutes

Question: Can I purchase extra minutes?
Answer: If your plan allows additional minutes, you can buy extra minutes once you reach your included limit. The extra minutes are charged at the rate defined in your plan.

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Example 3: Unused minutes

Question: Do unused minutes carry over to the next month?
Answer: In most cases, unused minutes do not roll over. Your monthly minutes reset at the start of each billing cycle. (This can vary depending on your plan rules.)

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Example 4: Payment issues

Question: My payment failed—what happens now?
Answer: If a payment fails, your subscription may move into a payment-due state until the issue is resolved. Update your payment method and try again. If you need help, contact support.
If you mention rules like rollover or grace periods, make sure they match how your billing is configured.

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Managing existing FAQs

From the FAQs list you can:
  • Search FAQs… using the search bar.
  • Click the arrow on a question to open or close its answer.
  • Click ⋮ → Edit to change the question, the answer or the translations, or to turn Active off and hide it.
  • Click ⋮ → Delete to remove it.
Review your FAQs once a month. The best FAQs evolve based on what your support team gets asked the most.