Creating Frequently Asked Questions (FAQs) is an excellent way to address common queries from your participants.
Eventrac makes it easy to create and manage FAQs, enabling your participants to find answers without needing to contact you directly.
Your FAQs also do double duty as a knowledge source for your AI Support Agent. The agent automatically draws on your FAQ answers to respond to participant questions in real time, so a well-written FAQ doesn't just help participants who go looking for answers themselves; it also improves the accuracy of every AI-handled conversation. The better your FAQs, the smarter your AI agent's answers.
Accessing FAQs
Navigate to: Dashboard > Events > FAQs
Creating and Editing FAQs
FAQs are stored in a central pool, allowing you to reuse common questions across multiple events. You can quickly add standard FAQs to events, while also having the option to create FAQs specific to an individual event.
For example, you might have a refund policy that applies to all events, but a question such as "Where is the best place to park?" may only be relevant to a particular event.
Steps to Create a New FAQ:
Click on FAQs in the left-hand menu.
Select Add FAQ.
Enter a question that participants might ask, e.g. Where is the best place for parking?
Note: The question title helps participants search for relevant answers more easily.
Provide the answer to the question. For example:
"There is a public car park within walking distance, located at postcode P012 3BC. We recommend arriving early to secure a space. If the car park is full, there is street parking available along the seafront."
Show on the FAQ index page - Click to enable the FAQ on your Index Page. Click here for more information on the FAQs index page
To save you time, Eventrac also provides a set of pre-made System FAQs covering common queries about system tools, such as "How do I defer my place?" and "How do I cancel my place?". These come ready-written and can simply be linked to your events rather than created from scratch. For more on finding and enabling these, see our guide on System FAQs
Linking FAQs to Specific Events
You can link FAQs to individual events so that participants receive event-specific information. There are two ways to do this:
1. From the FAQ Creation/Editing Screen:
While creating or editing an FAQ, simply tick the event(s) you want the FAQ to be linked with.
The same is true when unlinking questions from events, simply uncheck any previously selected events
Note: If choosing "Select All Events", this will tick all events in the list. If a new event is added, you will still need to link it
2. For event specific FAQs, navigate to that event's Setup page and select the FAQ tab.
Here you'll find three sections:
Global FAQs — contains everything created in your account's FAQ section, including System FAQs. System FAQs Guide
Occasion FAQs — where you can add FAQs specific to this particular event.
AI Agent Settings — additional options to customise how your AI Agent behaves. Enabling & Personalising your Support Agent
To link a Global FAQ to your event, simply click the Link button on the right-hand side of the relevant FAQ. You can also edit the FAQ directly from this view.
Note: You can unlink any questions by clicking the "unlink" button in the Event-Linked FAQ section
How participants interact with your FAQs
Participants can access your FAQs from three key places:
From an event landing page
Using the “Got a question button” on the landing page or booking confirmation screen
From the Messenger
Your event page now includes a built-in messenger to help participants get answers — fast.
What is the Messenger?
A chat icon now appears in the bottom right corner of your event page. Participants can click it to get help without needing to email you directly.
Depending on your setup, it can include:
📋 Smart FAQs — automatically surfaces answers from your FAQ content
📩 Contact Form — lets participants send you a message directly
🤖 AI Support Agent — answers participant questions intelligently using your event content
What will participants see?
That depends on what you have enabled:
SetupWhat participants seeMessenger onlySmart FAQs + Contact FormMessenger + AI AgentSmart FAQs + Contact Form + AI-powered answers
How does the AI Agent use my FAQs?
When a participant asks the AI agent a question, it automatically searches your FAQs — including any System FAQs — along with other event content to find the best answer.
✅ No extra setup needed. Any FAQ you create is instantly available to the agent.
How do I enable the AI Support Agent?
The messenger is on by default, but to enable and personalise the AI Support Agent, see our guide: