---
title: "Create FAQ Categories in 8x8 Contact Center"
slug: "create-faq-categories-in-8x8-contact-center"
updated: 2026-08-25T20:27:23Z
published: 2026-08-25T20:27:23Z
canonical: "help.8x8.com/create-faq-categories-in-8x8-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create FAQ Categories in 8x8 Contact Center

## Objective

FAQ categories serve as containers for one or more FAQ answers. Before you can create the first FAQ, you must create the containing category.

## Applies to

- 8x8 Contact Center
- 8x8 Agent Workspace
- FAQs

## Procedure

1. Log in to **8x8 Agent Workspace**.
2. From the burger menu top right, select **Knowledge base**. This will open the **Frequently Asked Questions** window.
3. In the **Frequently Asked Questions** window, click **Create**.
4. Click **New category.**
5. In the **Add Category** dialog box, enter the name of the FAQ category. Then, you can do the following:
  - To prevent **Virtual Contact Center** from displaying this FAQ category in any of your Support Centers, select **This Category is Private**. Private FAQ categories can only be accessed by contact center agents, not on a customer-facing **Support Center** Web page.
  - For FAQ categories that are not private, select the necessary check boxes to specify Support centers that display the FAQ category.
6. Click **Save**. The new FAQ category appears in the list of FAQ categories.

### Edit an existing FAQ category

1. Go to the **Knowledge base** window in the Agent Workspace.
2. Click **Edit Category**. The **Edit Category** dialog box opens.
3. Make the desired changes in the category, and save.

### Delete an FAQ category

Before you can delete an FAQ category, you must delete all FAQ answers defined within that category.

1. Log in to **Agent Workspace**. **Note***: Only supervisors can create or edit FAQ categories.*
2. From the burger menu top right, select **Knowledge base**. This will open the **Frequently Asked Questions** window.

**Note**: For details, see [Create FAQ Answers](/support/docs/create-faq-answers-in-8x8-contact-center).
3. In the **Add FAQ Category** window:
  1. In the list of FAQ categories, click a category.
  2. In the list of FAQ answers, for each answer contained in the FAQ category, click **Delete**.
  3. In the confirmation box to delete, click **OK**.
4. After deleting all FAQ answers contained in the FAQ category, in the list of categories on the left, click **Delete**.
5. Click **OK** in the delete confirmation dialog box. **Note**: Supervisor Console deletes the selected FAQ category.

## Additional information

An agent with the supplementary privileges is required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise.