Content & FAQ
Your clinic writes its own patient-facing content in the portal — a frequently asked questions list, and richer pages and posts through the content admin.
This is content people read for themselves. The knowledge base is what the assistant answers from on the phone, over text, and in chat. They're stored separately, so adding an FAQ entry does not teach the assistant that answer, and vice versa. If a question matters on both, put it in both.
Frequently asked questions
Under Customer Education → FAQ, staff build the list patients see:
- Sections group related questions — Getting started, Funding, Your first visit. Create a section, then add questions under it.
- Questions are a question and its answer. Add, edit, and remove them at any time; changes are live as soon as they're saved.
Every change is audited, so you can see who last edited an answer.
Who can see it
| Role | What they can do |
|---|---|
| Staff with FAQ permissions | Read, and — with the create and delete permissions — author. |
| Patients (signed in to the portal) | Read. |
| Prospects (referred, not yet a patient) | No access. |
| Anyone not signed in | No access. |
Someone still in the referral funnel — the audience most likely to be asking "what happens next?" — cannot reach this content. Until that changes, don't point prospects at the FAQ in outreach messages, and make sure anything they need is covered by the assistant's knowledge base, which does answer them over text and phone.
Pages, posts, and news
The Content admin covers longer-form material:
| Area | What it's for |
|---|---|
| Pages | Standalone content pages. |
| Blogs and blog posts | Announcements, news, and articles, grouped into one or more blogs. |
| Comments | Reviewing and removing comments left on posts. |
| Tags | Labels for organising posts and pages. |
Each area is a separate permission, so you can let one person publish posts without giving them everything else.
The content admin is switched on for your clinic once your team has been walked through it — it publishes patient-visible material, so it isn't enabled by default. Ask your Fertiligent contact to arrange this.
Other content screens may appear in the menu structure — newsletters, polls, page feedback, and similar. These are part of the underlying content platform and are not part of your clinic's setup; they aren't granted to any role. If you find one, you've gone past the supported area — the FAQ screen described above is the one your team should use.
Related
- Knowledge base — what the assistant answers from.
- Staff roles & permissions — who gets what.
- The patient portal — where patients read the FAQ.