Add category

How to add or remove categories of questions

Who can use this feature?

• This feature is avaible for all users.

What is category?

Category helps grouping questions in the same topic.

In default, we have 2 categories (with questions) which are popular for Shopify users:

1. Order & Shipping

2. Exchange & Return

You can edit, add more questions and delete categories.

Add new category

1

Go to FAQs

2

Create category

Click Add new → Click Add category

3

Enter information for category

• Category name: Title of Category displayed in the FAQ page

• Icon: Select a relevant icon that helps users understand your content. We also support some other icons. Click View more to check out other options. You can also upload your own icons by clicking icon upload.

• Position: Position of the Category in the FAQ page from top to bottom

• Status: Keep the category ublished or draft

• Feature category: This helps you to list the category in the first page chatbox.

If you enable featured for 2 categories, the one with higher position will be placed first.

4

Click Save

Default category

The Uncategorized category is created automatically for every Chatty store. You'll recognize it by the "Default" badge next to its name in the category list.

It works like any other category, with two differences:

• It can't be deleted. It's always available as a fallback.

• FAQs move there automatically. When you delete a category, all FAQs in that category are instantly reassigned to Uncategorized — nothing is lost.

Assign a FAQ to Uncategorized manually

If you're editing a FAQ and want to move it out of its current category without assigning it to a new one:

1. Go to FAQs → Manage FAQs.

2. Find the FAQ you want to edit and click Edit.

3. In the Category dropdown, select Uncategorized.

4. Click Save.

The FAQ will now appear under the Uncategorized category on your storefront.

Manage category

• To edit category, hover on that category and click

• To delete category, hover on that category and click

• Change position of category by dragging it to new position

• Star or unstar category to make it featured

What happens when you delete a category

When you delete a category that contains FAQs:

1. Chatty detects that FAQs would become uncategorized.

2. All affected FAQs are automatically moved to the Uncategorized category.

3. The FAQs remain visible on your storefront under the Uncategorized category.

4. You can reassign them to a new or existing category at any time.

Existing categories and FAQs are not affected by this change — everything you've already set up stays exactly as it is.