The FAQ element in the ZipLeads Email Builder lets you add organised questions and answers directly to an email. Use it to answer common customer questions without turning your message into a long block of text. You can customise the content, styling and visibility of the FAQ block. Interactive behaviour can vary between email clients, so preview and test your email before sending.
What is the FAQ element in the Email Builder?
The FAQ element is a drag-and-drop block in the Design Editor for adding questions and answers to an email. It organises information into a compact format that recipients can quickly scan.
In email clients that support it, recipients can expand and collapse FAQ answers. Where this isn't supported, the answers stay visible in an expanded, static format.
Key benefits of the FAQ element
The FAQ element keeps commonly requested information organised. It also gives you control over how the content looks and who can see it.
Easier scanning: Organise questions and answers into a consistent structure instead of long paragraphs.
Common questions: Answer recurring customer questions directly in newsletters, onboarding messages and promotional emails.
Flexible styling: Adjust text formatting, spacing, icons and other FAQ settings to suit your email design.
Visibility controls: Control when the FAQ shows by device or with Conditional Sending rules.
Readable fallback: Answers stay readable when an email client doesn't support expandable FAQs.
FAQ element customisation options
Select the FAQ block in the Design Editor to update its questions, answers, appearance and layout.
Questions and answers: Edit existing FAQ items and use Add Item to add more entries.
Text formatting: Use the inline controls to format question and answer text.
Icon controls: Set up the expand/collapse indicator and choose its position.
Padding: Adjust the spacing around the FAQ content to fit the rest of your email layout.
The exact icon choices may change as the Email Builder is updated, so check the options available in the editor when setting up the block.
Visibility and Conditional Sending
The Visibility settings let you control when the FAQ element appears, based on the recipient or their device.
Device-based visibility: Choose whether the FAQ appears on desktop or mobile views.
Conditional Sending: Show or hide the FAQ based on contact details.
Conditional Sending supports these operators: Is, Is Not, Is Empty and Is Present.
Important: If the parent layout is hidden, the FAQ element inside it is hidden too. If content is missing, check both the element's visibility settings and the visibility of the layout it sits in.
Email client compatibility
Interactive email content doesn't behave the same way in every inbox. Some email clients, including certain versions of Outlook, may not support expanding and collapsing FAQ answers.
When this isn't supported, the FAQ answers stay expanded so recipients can still read them.
Responsive styling can also look different between email clients. Preview your email in the different device views, and send a real test email to the inboxes your audience uses most.
How to add and test the FAQ element
Add the FAQ element in the Design Editor, set up its content and visibility, then preview and test the email before using the template in a campaign.
Go to Marketing → Emails → Templates.
Open an existing email template, or select + New to create one. Use the Design Editor.
Open Add Elements (+) and find the FAQ Element. Drag it to where you want it in the email.
4. Select the FAQ block and edit the questions and answers. Add more items if you need them.
5. Set up the text formatting, icon controls and padding.
6. If needed, open the Visibility settings and set up device-based visibility or Conditional Sending.
7. Save the email and preview it in the desktop, tablet and mobile views.
8. Open Test Email from the menu beside Preview. Enter the sender, recipient, subject and any other test email details. Send the test and check it in a real inbox.
Frequently Asked Questions
Q: Is there a maximum number of FAQ questions?
There's no documented maximum number of FAQ items. Keep the section focused so it's easy to read, and test the finished email if you're using a long FAQ list.
Q: Why can't I find Saved Items in the AI Editor?
Saved Items work in the Design Editor only. They aren't available in the AI Editor.
Q: Why is the FAQ missing for some recipients?
Check the FAQ element's desktop/mobile visibility settings, its Conditional Sending rules, and the visibility of its parent layout. A hidden parent layout stops the FAQ from showing, even if the element itself is turned on. Conditional rules can also hide the FAQ from recipients who don't meet the criteria you've set.
Q: Why does the FAQ look different in Preview compared to a received email?
Email clients can display responsive and interactive content differently. Preview helps you check the layout, but a test email shows how the FAQ really looks in an inbox.