FAQ APIs: Sample Flows

This article presents possible use cases and corresponding sample flows that you can support. This can be a helpful jumping off point as you plan your implementation.

Build an FAQ section

An FAQ section is made up of categories and question entries. Categories are themed groupings that organize related questions (for example, "Shipping" or "Returns"), and they appear as sections in FAQ widgets on a site. Question entries are the individual FAQ items, each containing a question and its answer in a specific format (for example PLAIN_TEXT, DRAFTJS, or RICH_CONTENT). You can build FAQ content in Wix to display on both the Wix site and external platforms such as mobile apps, help desk systems, or custom websites.

To build a comprehensive FAQ section with organized categories and questions:

1. For each topic you want to organize (for example, "Shipping", "Returns", and "Payment"), create categories by calling Create Category.

   • Set meaningful title values for each category.
   • Use sortOrder to control the display order on a site. For example, 10, 20, 30.

2. For each FAQ item, create question entries by calling Create Question Entry.

   • Set the categoryId to assign questions to their appropriate categories.
   • Choose your answer format based on your content needs:
     • Use PLAIN_TEXT for simple, unformatted text answers.
     • Use DRAFTJS for rich text with formatting, ideal for content editors.
     • Use RICH_CONTENT for advanced layouts with media and interactive elements.
   • Use sortOrder to control question ordering within each category.
   • Set status to PUBLISHED to make questions visible on the Wix site's FAQ widget.

After these steps, your FAQ content displays on the Wix site's FAQ widget and is ready to display on an external platform as described below.

Reorganize FAQ content

To reorganize your FAQ content as it evolves:

1. Move questions between categories by calling Update Question Entry with a new categoryId and optionally a new sortOrder for positioning within the destination category. Each time a question entry is updated, its revision increments by 1. You must pass the current revision value when calling this endpoint to ensure you're updating the latest revision and to prevent unintended overwrites.

2. Reorder questions within a category by calling Update Question Entry with new sortOrder values to change question positioning. Each time a question entry is updated, its revision increments by 1. You must pass the current revision value when calling this endpoint to ensure you're updating the latest revision and to prevent unintended overwrites.

3. Reorder categories by calling Update Category with new sortOrder values to change how categories appear in FAQ widgets. Each time a category is updated, its revision increments by 1. You must pass the current revision value when calling this endpoint to ensure you're updating the latest revision and to prevent unintended overwrites.

After these steps, categories and questions are repositioned and reassigned as intended. Keep using the sortOrder convention to simplify future updates.

Integrate FAQ content with external systems

Use Wix as your FAQ source of truth and retrieve content to display in external systems like mobile apps, help desk platforms, or chatbots.

A label is a metadata tag you can assign to question entries to group them for non-visual uses (for example, to surface specific questions to chatbots or mobile apps). You can assign multiple labels to a question to control which external systems or features can access it. Labels do not change site-visible category placement.

Part 1: Tag questions for external integrations

To tag questions with labels for external system access:

1. Identify relevant questions that should be accessible in external systems (for example, questions about order status for a chatbot or mobile app).

2. Assign labels by calling Set Question Entry Labels with a labels array containing:

   • title: The label identifier, for example chatbot-orders or mobile-app-help.
   • sortOrder: The display order within this label context. This order is independent of the category sortOrder.

Part 2: Retrieve and display FAQ content in your external system

To retrieve FAQ content from Wix for display in your external system:

1. Retrieve labeled questions by calling Query Question Entries to filter questions by label. This Query endpoint runs with these defaults, which you can override:

   • createdDate is sorted in DESC order
   • paging.limit is 50
   • paging.offset is 0

2. Use the contentFormat parameter to specify your preferred response format: PLAIN_TEXT, DRAFTJS, or RICH_CONTENT based on what your external platform supports.

3. Display the retrieved FAQ content in your external system using the question text, answer content, and sortOrder values to maintain the intended ordering.