FAQs & Edit Suggestions

This guide covers three related tools:

FAQs — short question-and-answer entries you publish alongside your policies, with a built-in “Was this helpful?” feedback loop.
Edit Suggestions — a way for staff to propose changes to a document without touching the live version.
Knowledge base import — turning a ZIP of existing files into draft documents.

All three are part of the Free plugin. Pro additions are marked.

Managing FAQs

What FAQs are for

FAQs are separate from policy documents. Use them for:

common questions about your policies (“What does the leave policy mean by ‘immediate family’?”)
how-to steps for a process (“How do I submit an incident report?”)
quick reference information that doesn’t need formal acknowledgement

FAQs are never acknowledged and have no versions. Each FAQ has a question (its title), an answer (its body), optional categories, and an optional link to the document it belongs to.

Where to find FAQs

FAQs have their own FAQs menu in the WordPress admin sidebar, separate from the Policy Management menu. It contains All FAQs, Add New and Categories.

Who can manage FAQs: FAQs follow the normal WordPress permissions for posts. Anyone who can write posts can create FAQs; on a standard site that means Contributor and above. Contributors submit FAQs for review, and Authors, Editors and Administrators can publish.

Creating FAQs

Go to FAQs → Add New.
Type the question as the title.
Write the answer in the body. You can use the standard WordPress blocks, including headings, lists, links and images.
In the sidebar, choose one or more FAQ Categories, for example Leave Policies, IT Support or Health & Safety. Categories can be nested.
In the Source Document panel, choose the Related Document this FAQ belongs to. Once one is linked, an Edit Source Document link appears.
Click Publish.

Who can see an FAQ

An FAQ takes its visibility from its source document. It inherits that document’s confidentiality level and audience. The FAQ Settings panel on the FAQ’s edit screen shows what it currently inherits under Privacy & audience:

Public access — Yes or No.
Audience — the roles allowed to see it.

To change who can see an FAQ, edit the source document’s confidentiality and target audience. The FAQ updates automatically when you save the source document.

An FAQ with no source document is kept private, so only logged-in editors can see it until you link one. Link a document before you expect staff to find the FAQ.

If Hide Documents From Guests is on (Settings → Search), logged-out visitors don’t see FAQs in listings or search at all, even public ones.

Displaying FAQs

Put FAQs on any page with a shortcode. The full option list is in Knowledge Base Hub & Shortcodes. The essentials are:

No FAQs found. Check back soon — FAQs will appear here once published.

shows a list of FAQs.

Option	What it does	Default
`category`	Show only one FAQ category (use the category slug)	all categories
`style`	`accordion`, `list` or `grid`	`accordion`
`show_search`	`true` adds a “Search FAQs…” box	`false`
`search_only`	`true` hides the FAQs until the visitor starts typing a search	`false`
`orderby`	`order`, `title`, `date` or `views` (most viewed first)	`order`, which lists FAQs alphabetically by question
`order`	`ASC` or `DESC` (used with `title` and `date`)	`ASC`
`limit`	Maximum number of FAQs to fetch	200 (also the maximum)
`heading_level`	Heading level for questions in the list and grid styles (1–6)	3

Each FAQ in the list shows a Source: link to its document (if the visitor can see that document) and the Was this helpful? buttons. The first 20 FAQs load with the page. If there are more, the rest load automatically as the visitor scrolls, and the search box then searches all FAQs rather than just the ones on screen.

FAQ not found.

shows a single FAQ. The id is the FAQ’s number, which you can see in the All FAQs list (hover over a title, or open the FAQ and look at the address bar). The optional heading_level defaults to 2. If you leave out the id, editors see a hint and everyone else sees nothing.

What visitors see when they can’t view the FAQs:

If every FAQ on the page is restricted, logged-out visitors are asked to log in (“Please log in to view these FAQs.”). Logged-in visitors without access see “You do not have permission to view these FAQs.”
If there are no published FAQs at all, the page says “No FAQs found.”

Search engines: the FAQ list adds structured FAQ data to the page so that search engines can show your questions and answers as rich results.

Published FAQs also have their own web pages under /faq/, which follow the same visibility rules.

FAQ categories

Manage categories at FAQs → Categories. Categories can be nested, appear as a column in the FAQ list, and let you filter a page with

No FAQs found. Check back soon — FAQs will appear here once published.

FAQ feedback (“Was this helpful?”)

Every FAQ shown by the shortcodes ends with Was this helpful? and Yes / No buttons:

Yes records a helpful vote straight away.
No opens a comment box labelled How could this be improved? (up to 500 characters). The vote and comment are sent when the visitor clicks Send Feedback.

The visitor then sees “Thank you for your feedback!”. Logged-out visitors can give feedback too.

Reviewing feedback:

Go to FAQs → All FAQs. The Feedback column shows helpful and not-helpful counts for each FAQ, with a comment count when there are written comments.
Open an FAQ. The User Feedback box shows the Helpful, Not Helpful and Positive (percentage) figures. Below them is a table of written comments with their Date, User (or “Anonymous” for logged-out visitors) and Comment.

FAQs with a high not-helpful count are the ones to rewrite first. Anyone who can open the FAQ list and edit FAQs can see the feedback; visitors never see other people’s feedback.

Views: when a visitor opens an FAQ in accordion style, the plugin counts a view. Repeat opens by the same visitor within a few seconds are ignored. These counts drive orderby="views".

Feedback on documents: documentation portals built with show the same Was this helpful? buttons on documents. That feedback is stored separately from FAQ feedback.

Data stored and privacy

For each piece of feedback the plugin stores:

the FAQ or document it is about
helpful or not helpful
any comment
the date
the user, if they were logged in

IP addresses are not stored with feedback.

Feedback is rate-limited so one person can’t flood it. Too many clicks in a short time shows “Please wait a moment before submitting more feedback.” To recognise a logged-out visitor for rate-limiting, the plugin uses their IP address briefly without storing it. If no IP is available, it sets a cookie containing a random token, which expires after one day.

Feedback older than one year is deleted automatically in a weekly clean-up. See Privacy & Data Management.

🔒 Pro feature — requires the Pro plugin.

Pro can generate FAQs from a document with AI, for one document or in bulk from the document list. It can also bulk-import FAQs. Generated FAQs are drafts by default, are linked to their source document, and are marked “AI Generated FAQ” in the Source Document panel. See AI Features (Pro) and Bulk Document Import (Pro).

Edit Suggestions

What it is and who it’s for

Edit Suggestions lets staff propose a change to a document without changing the live version. Each suggestion goes into a moderation queue. A reviewer then applies it, works it in by hand, approves it without changes, or rejects it. Staff can’t change a live document through this feature.

Turning it on

The feature is off by default.

Go to Policy Management → Settings → Features.
Tick Enable Edit Suggestions.
In Suggestion Roles by Document Type (shown beneath the switch), tick the roles allowed to suggest edits for each document type.
Click Save Changes.

Until you tick roles, only administrators can suggest edits. While no roles are set, administrators see a reminder notice on the settings screen and the document editor; it can be dismissed. Documents with no document type are administrator-only.

🔒 Pro feature — requires the Pro plugin.

With Pro active and licensed, the Suggestion Roles by Document Type grid is on the User Management settings tab instead of Features. (The reminder notice still links to Features; go to User Management.)

Who can do what

Action	Who
Suggest an edit	Logged-in users whose role is ticked for that document’s type, and administrators. They must also be able to view the document.
Review suggestions (the Edit Suggestions screen)	Administrators and Editors by default. Reviewers can only act on suggestions for documents they are allowed to edit.
Turn the feature on or off	Administrators (anyone who can change plugin settings)

How staff submit a suggestion

When the feature is on and the person is allowed, a Suggest an Edit button appears on the document’s page. The button does not appear for logged-out visitors, or on documents whose document type is named “Form”.

Click Suggest an Edit.
Fill in Your Suggested Edit (required). Describe what should change and why, or paste the replacement text.
Optionally add Additional Notes.
Click Submit Suggestion.

The person sees “Your suggestion has been submitted for review.” The live document does not change.

Limits: a suggestion can be up to 64 KB of text. One person can submit up to 20 suggestions in 10 minutes; beyond that they are asked to wait a few minutes.

Reviewing suggestions

Go to Policy Management → Edit Suggestions. The menu item shows a badge with the number waiting.
Use the Pending, Approved, Rejected and All views. The list shows each suggestion’s Document, Submitted By, Date, Note and actions. The Approved, Rejected and All views also show Status and Reviewed By.
Click Review on a pending suggestion. The review screen shows the document (with an Edit Document link), who submitted it and when, the Submitter Note, and the Current Content beside the Suggested Content.
In Apply & Approve Suggestion, optionally fill in:
- Changelog Entry (optional) — describes the change for the document’s changelog.
- Version Bump — Patch (small fixes, typos), Minor (new sections, updates) or Major (rewrites, policy changes). Patch is selected unless you choose otherwise.
- Review Note (optional) — included in the email to the submitter.
Choose one action:
- Apply As-Is & Approve — replaces the entire document content with the suggested content and records a new version. You must first tick “I understand that Apply As-Is replaces the entire document content with the suggested content.” If you left the changelog entry blank, the submitter’s note is used, or else “Applied an approved edit suggestion.” If version approval is on and the document has an owner, the new version waits for the owner in Pending Approvals. Otherwise it is published straight away. Use this only when the suggestion is a complete replacement.
- Edit in Block Editor First… — opens the document in the editor with a Suggestion to Integrate panel in the sidebar. The panel shows the suggested content, the submitter’s note, and the changelog and version bump you chose. Work the change in by hand and update the document. When you save, the suggestion is marked approved. If you entered a changelog entry, the version is bumped and the entry recorded at the same time. Use this for partial edits, additions or comments. Cancel in the panel removes it without approving.
- Under Or Take Other Action: Approve Only (No Content Change) marks the suggestion approved without touching the document (with an optional Note). Reject declines it (with an optional Reason for rejection).

Approved and rejected suggestions can be opened with View, which shows a Review Details box with the review date, reviewer and note.

Suggestions and document versions

Action	Document content	Version / changelog
Apply As-Is & Approve	Replaced with the suggestion	New version recorded; goes to owner approval if version approval is on and the document has an owner
Edit in Block Editor First…	Whatever you save	Version bump and changelog entry recorded on save, if you entered a changelog entry
Approve Only	Unchanged	Unchanged
Reject	Unchanged	Unchanged

If versioning is turned off (Settings → Features → Enable Versioning), applying a suggestion changes the content without recording a version. The review screen tells you so.

Notifications

Email	When	To	Default subject
Edit Suggestion Approved	A suggestion is approved by any route (Apply As-Is, editor save or Approve Only)	The person who submitted it	Your Edit Suggestion Was Approved: {title}
Edit Suggestion Rejected	A suggestion is rejected	The person who submitted it	Your Edit Suggestion Was Not Accepted: {title}

Both emails name the document, link to it, and include the reviewer’s name and any review note. These emails always go out. You can change their subject lines under Settings → Acknowledgements & Notifications → Email Subject Lines. Reviewers get no email when a new suggestion arrives, so check the Edit Suggestions menu badge.

Data stored and privacy

Each suggestion stores:

the document
the submitter
the suggested content and note
the date
its status (pending, approved or rejected)
the reviewer, review date and review note

Suggestions older than two years are deleted automatically in a weekly clean-up. They are included in personal-data exports and erasures. See Privacy & Data Management.

Worked example

Westbrook Community College wants teaching staff to flag outdated steps in procedures, while policies stay with the quality team.

The administrator ticks Enable Edit Suggestions. In Suggestion Roles by Document Type, they tick Author and Contributor under Procedure and leave Policy empty. They click Save Changes.
Priya, a teacher with the Author role, opens the Assessment Moderation Procedure. She clicks Suggest an Edit and writes: “Step 4 still says to email moderation samples to the old QA inbox; it should be qa@westbrook.edu.au.” She adds a note: “Changed in Term 2.”
Sam, an Editor in the quality team, sees Edit Suggestions 1 in the menu. He opens the suggestion and sees Priya’s text beside the full procedure. Because it is a one-line fix, not a full replacement, he enters the changelog entry “Updated QA contact in step 4”, picks Patch, and clicks Edit in Block Editor First….
In the editor, Sam corrects step 4 using the Suggestion to Integrate panel as a guide and clicks Update. The procedure moves from 2.1.0 to 2.1.1 with Sam’s changelog entry, and the suggestion is marked approved.
Priya receives “Your Edit Suggestion Was Approved: Assessment Moderation Procedure”.

Priya sees no Suggest an Edit button on policies, because no roles are ticked for the Policy type.

Knowledge base import

If you are moving existing policies into the plugin, the File Import tool turns a ZIP of files into draft documents. It reads ZIP archives of files only; it can’t import content from other knowledge-base plugins.

Supported files

A ZIP archive containing any mix of:

Word (.docx)
PDF (.pdf)
Plain text (.txt)
Markdown (.md)

These limits apply:

up to 500 files per ZIP
up to 10 MB per file
up to 200 MB in total once unzipped

Your server’s own upload size limit also applies. Other file types in the ZIP are skipped and listed with the reason.

Running an import

File Import is under Policy Management → Tools, which only Administrators can open.

Go to Policy Management → Tools → File Import.
Choose your ZIP archive and click Analyse ZIP. Nothing is created at this step.
Review the preview. It shows each file’s name, detected type, word count, how its text was extracted, and any notes, for example “No text extracted — review manually” or “Possible two-column layout”.
Click Import as Drafts. The preview expires after 15 minutes, after which you need to upload the ZIP again.

Each file becomes a draft document, processed on your own server without any external service, at your Default Confidentiality Level (Settings → Content Management). Nothing is published automatically. Each imported draft shows an “Imported draft — review required” notice with the source file and extraction method, and a Mark reviewed button to clear it. If the text of a PDF can’t be extracted, the draft is created with the PDF attached for reference.

Temporary files from an import are cleaned up straight away. Any left behind by an interrupted import are removed by a daily clean-up.

After importing:

check each draft’s headings, lists and text
assign governance details (owner, audience, framework, effective date)
set acknowledgement requirements where needed
publish each document when it is ready

🔒 Pro feature — requires the Pro plugin.

Batch editing imported documents. Pro adds a batch editor, so after a file import you can assign metadata to all the imported drafts at once and publish them together. Look for Open batch editor for this import. Pro can also read scanned PDFs with AI vision extraction. See Bulk Document Import (Pro).

Troubleshooting

Staff can’t see the Suggest an Edit button. Check four things:

The feature is on.
The person is logged in.
Their role is ticked for that document’s type.
The document has a type that isn’t named “Form”.

Documents with no type only show the button to administrators. With Pro, the role grid is on User Management.

Logged-out visitors only see the first 20 FAQs, or FAQ search finds nothing beyond them. On pages with more than 20 FAQs, the extra FAQs and the search are fetched in the background. That background loading needs Public REST API Access (Settings → Search) for logged-out visitors. Turn it on if the page is meant to be public, or split the FAQs into smaller pages by category.

An FAQ isn’t showing to staff. Make sure it is published and linked to a source document in the Source Document panel. FAQs without one stay private. Then check the source document’s confidentiality and audience.

A video embedded in an FAQ answer doesn’t appear in the FAQ list. The FAQ list removes embedded frames from answers when the page first loads. Link to the video instead of embedding it.

Apply As-Is gave “Please tick the confirmation box”. Tick the “I understand…” box before clicking Apply As-Is & Approve. It confirms you are replacing the whole document.

I used Edit in Block Editor First but the suggestion is still pending. The link between the editor and the suggestion lasts one hour, and only for the reviewer who opened it. If you saved later, or someone else saved, open the suggestion again from Edit Suggestions. Then choose Edit in Block Editor First… again, or use Approve Only.

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