---
title: "Insert FAQs"
slug: "aw-insert-faqs"
updated: 2026-07-23T10:07:33Z
published: 2026-07-23T10:07:33Z
canonical: "help.8x8.com/aw-insert-faqs"
---

> ## 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.

# Insert FAQs

**8x8 Contact Center** supervisors can create HTML-formatted frequently asked questions (FAQs) and save. Agents can send the existing FAQs to customers. If your contact center has prepared answers for FAQs, and those answers include shortcut definitions, you can use those shortcuts to quickly insert the prepared answers into chat responses, email responses, and email notifications while creating cases and follow-up records.

**To insert an FAQ from the Cases tab**

1. Go to the **Cases** tab.
2. Create a new case or new follow-up.
3. Place your cursor in the **Description** field where you wish to insert the FAQ.

> [!NOTE]
> Note:
> 
> Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_FAQ_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A18Z&se=2026-11-03T22%3A51%3A18Z&sr=c&sp=r&sig=%2FYBYnnhVdDaTKpQh6rl2dYe6LWocV6J9LC9qSQ9Sh1A%3D) below the Description to hide/reveal the FAQ field.
4. You can enter an **FAQ shortcut** in the FAQ field. OR Click **Browse** to select an FAQ from a list.
5. Click **Insert**.
6. Click **Send**, **Save**, or **Save as Draft**.

**To insert an FAQ from the Chat window**

1. During an active chat with the customer, enter an **FAQ shortcut** in the small text box above your main chat entry box. OR Click **FAQ>>** to select an FAQ from a list.
2. Click **Insert FAQ**. The FAQ content gets inserted in the response.