Frequently Asked Questions

From the Support hub, users can browse frequently asked questions (FAQs) about topics such as bill pay and automatic savings. Your financial institution can configure these questions in the Admin Platform. Adding and editing these questions requires the use of JSON, which is a simple way to format data in web applications.

To configure FAQs:

1. In the Admin Platform, select Configurations > Institution settings > Digital Banking > Support > Support Page Frequently Asked Questions, and select Edit.
   
   
2. A box with default values displays at the top. You can add or edit questions using JSON in the bottom box.
   
   
   

   Understanding the JSON Structure

   The following values make up the JSON structure for FAQs:
   

   • Array of Objects – The entire JSON is an array (or list of values) indicated by square brackets [], containing multiple objects
   • Object – Each object represents a category and question(s) indicated by curly braces {}
   • category – A category name like "Bill pay" or "Automatic savings"
   • questions – An array of questions within the category
   • question – The text of the question in quotes
   • answer – The text of the answer in quotes
   
   
3. The following instructions cover how to add a new category, add a new question, edit a category/question, remove a category/question, change category/question order, and add hyperlinks.

   Add a New Category

   To add a new category, copy one of the existing category objects and add it within the array. Add a comma after the last curly brace }, and insert the new object before the last square bracket ]. Then edit the text. For example, to add a new "Account settings" category:
   
   Original:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       }
   ]

   
   Edited:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       },
       {
           "category": "Account settings",
           "questions": [
               {
                   "question": "How can I manage two factor authentication?",
                   "answer": "Your two factor authentication devices can be managed by going to 'Settings' and selecting 'Alerts & Security'. Please note that for security purposes, you might not be able to remove all of your two factor authentication devices."
               },
               {
                   "question": "How can I setup a transaction or balance alert?",
                   "answer": "You can setup transaction or balance alerts by going to 'Settings' and selecting 'Alerts & Security'. You can setup an alert to trigger based on a specific transaction keyword and/or amount. Additionally, you can setup an alert for a specific balance threshold."
               }
           ]
       }
   ]

   Add a New Question

   To add a new question, copy one of the existing question objects within the questions array. Add a comma after the curly brace in the questions array }, and insert the new question before the bracket ]. Then edit the text. For example, to add a third question to the "Automatic savings" category:
   
   Original:
   

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       }
   ]

   
   Edited:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               },
               {
                   "question": "What if I don’t have a checking and savings account?",
                   "answer": "In order to be eligible for automatic savings, you need to have both a checking and savings account. You can open a new checking or savings account if you do not already have one in order to take advantage of automatic savings."
               }
           ]
       }
   ]

   Edit a Category/Question

   To edit an existing category or question, edit the text in quotes. For example, to change the first question in the "Bill pay" category:
   
   Original:

               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },

   
   Edited:

               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. Contact Support to set up bill pay."
               },

   Remove a Category/Question

   To remove a category or question, delete the entire object from the array. For example, to remove the last category, remove the object from the array, including the comma after the last curly brace in the array }, :
   
   Original:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       }
   ]

   
   Edited:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       }
   ]

   Change Category/Question Order

   To change the order of categories or questions, move the entire object to a different position in the array. Each object should have a comma after the last curly brace }, if it's not the last object in the array. For example, to move the first category above the second:
   
   Original:

   [
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       },
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       }
   ]

   
   Edited:

   [
       {
           "category": "Automatic savings",
           "questions": [
               {
                   "question": "What is automatic savings?",
                   "answer": "Automatic savings allows you to easily save money on every deposit you make to your account without any manual intervention. Three percent of every deposit into your checking account will be automatically transferred into your savings account."
               },
               {
                   "question": "When does the transfer occur?",
                   "answer": "A single transfer will be made from your checking to your savings account on the next calendar day if there are any eligible deposits in your checking account."
               }
           ]
       },
       {
           "category": "Bill pay",
           "questions": [
               {
                   "question": "What is bill pay?",
                   "answer": "Bill pay allows you to easily pay a bill via a check or electronic payment. When payment is made with a check, we handle printing the check and mailing it."
               },
               {
                   "question": "Can I make payments on a holiday or weekend?",
                   "answer": "While you can create a bill payment in digital banking at any time, payments can only be processed on business days. This will affect the dates available to select when scheduling your payments."
               }
           ]
       }
   ]

   Add Hyperlinks

   The FAQs support Markdown, which you can use to add hyperlinks. Use the following syntax:
   [link text](URL)
   For example, to add a hyperlink to the "What is bill pay?" answer in the "Bill pay" category, add the link syntax within the answer text in quotes.
   
   Original:

   {
       "question": "What is bill pay?",
       "answer": "Bill pay allows you to easily pay a bill online. We handle the payment process for you."
   }
   

   
   Edited:

   {
       "question": "What is bill pay?",
       "answer": "Bill pay allows you to easily pay a bill online. For more details, go to [our bill pay page](https://example.com/billpay)."
   }
   

   
   
4. Once you are finished adding or editing questions, add a Note about the changes.
   
   
5. Select Save changes to finish.