This guide will walk you through the simple steps to set up the FAQ (Frequently Asked Questions) feature on your MP through VIVA CITY portal. 


Students can access this dynamic database of questions and answers inside the Mini Program. The objective is to provide students with enough information to encourage inquiries and prevent them from churning due to a lack of understanding about things like the cancellation policy or booking fees.


Step 1: Prepare Your FAQs

Compile all your FAQs in Chinese and in different genres. Our experience finds this is very useful and easier for students to navigate around the FAQs. The screenshot below is of Viva City’s sample FAQs document.




Step 2: Import Your FAQs

Once the FAQ is ready, follow the steps below to import the FAQ into the VIVA CITY portal. You can download the sample CSV file for the formats.

A: Log into your VIVA CITY portal account.


B: Navigate to ‘Settings’.


C: Go to FAQ section under "Application" on the left navigation bar.



D: Click the "Import" button and select "Download Sample CSV Format"


E: Format your FAQ document according to the sample CSV. There are "group" "question" "answer" and "order".

Group = Question Genre (Category)

Question = Questions

Answer = Answer to the questions

Order = The order of the questions and answers


In the "order" column, number your questions sequentially (1, 2, 3...) regardless of the group



In the "group" column, assign each question to its relevant category.



F: Download as CSV: Download your Google Doc as a "Comma Separated Values" (SCV) file.

 

 


G: Upload to Portal: Back in the VIVA CITY portal, (follow step 2A-D) to upload your CSV file.

 

You will see it shown on our admin portal, then click ‘Import FAQ.


H: Review and Publish: Check the order of your FAQs. Once confirmed, click "Publish" for each group.




Step 3: Prepare the FAQs Banner graphic 

To enhance your FAQ section, design eye-catching banners that align with your branding. Kindly use the following size guidelines as your reference.


  • Outside banner - display on homepage / building level / room level

  • Inside banner - banner image inside the FAQs, sits on the top 


Below is an example of the outside banner placement on your MP homepage. Here's a comparison if you want the height to be smaller, for example, 50px.


Inside banner:


If you have any questions or encounter any difficulties during the setup process, please don't hesitate to contact our customer support team at support@vivacityapp.com.