How to Set-up an FAQ Highlight on Instagram Stories
How often do you get asked the same questions about products or services you offer, in a week? Or in a day? This is the exact reason a Frequently Ask Questions page comes in so handy on your website, to potentially eliminate the need for an inquiry when the user finds the question on your website. But lately, I’ve noticed a ton of inquiries and conversations starting off my website, especially on Instagram. And I get it - when you’re in a world of quick information at your fingertips, it’s much more appealing to shoot a business a quick DM on Instagram instead of clicking over to their website via their bio and searching on a tiny screen for the information you need.
But from a business-owner standpoint, it consumes a lot more of your time to answer the same questions over and over again, and that’s where canned responses and FAQs come in. Frequently Asked Questions can be listed on your website or shop page, or you can draft responses and save them in a note on your phone or in your email to easily pull up when you get one of those pesky repeat questions.
But, I’ve come across a new, unique way you can deliver canned responses that is out of the way, but still accessible to your audience, and super easy for you to share with your correspondents over Instagram DMs, and even keeps them active on your profile for a little longer: Instagram Story Highlights.
By creating slides to share in your Instagram Stories, and then saving them to a Highlight, you get to save more info about your business right on your profile, and you can send any of these Stories in a message with just a couple taps. Today I’m sharing my process for creating and uploading my FAQ slides onto my Instagram profile. Give it a try and see how easy it is!
step one: create your graphics
I like to use Adobe Illustrator for all my graphics, but you could easily create graphics in Photoshop or Canva, if you’re looking for a free program. I set up all my Stories graphics to be 1080 by 1920 pixels. This is the current optimal size for most screens, but as phones get bigger and bigger, this may change. To compensate for changes in my audience’s screens, I like to keep most of the text and important content towards the middle center of the slide.
I created just a few FAQ slides to start, and as time goes on and I collect more and more common responses to frequently asked questions, I’ll turn those into slides and add them to my Stories Highlight. The three slides I started with are:
What services do you provide?
What are your rates?
How do I get on your project calendar?
step two: add them to your Story
Next, you’ll want to get them onto Instagram. Before you can add these Stories slides to a Highlight on your profile, you’ll need to publish them to your Story and let them show for 24 hours. Actually, if you’re starting a new Highlight, you can create your FAQ Highlight right after you post your initial slides to Stories, but if you’re adding additional FAQs to an existing Highlight, then I usually have to wait until they’ve been visible for 24 hours and then expire from my Story before I can add them to my FAQ Highlight from my Archive. I’m not sure if this is a thing for everyone, or if I’ve just got a glitch.
Save your slides to your phone, and then open Instagram and tap the camera icon in the top left of your home feed. Click the small icon in the lower left to open your camera roll on your phone, and then choose the slide you want to post first. Then click your profile picture, also in the lower left, to add the slide to your Story. Repeat for all slides!
If you want to get fancy, you can create a custom cover slide for your FAQ Highlight and upload that first to your Story, and maybe put a little note on there (outside of the crop circle) to let your followers know what all these slides are for).
step three: create a new Highlight from your Story Archive
Head over to your profile and click the + New button to create a new Highlight. Choose the slides you want to include (including your cover slide), and name your Highlight. Set your cover slide as your Cover.
After you hit save, your FAQ Highlight will show on your Instagram profile for people to view at any time. Let’s hope inquirers use it to learn more about your business before they reach out to you, so that they can get answers faster and you don’t have to spend as much time answering questions!
step four: share them in a DM
When someone does reach out to you asking a question that would be answered perfectly by one of your FAQ Highlight Stories, click on your FAQ Highlight and navigate to the appropriate Story. Then click the three dots that say More in the lower right corner and click “Send to…” Enter the recipient’s handle and click the “Send” button. The screenshot here depicts how your Story will appear to the recipient in their DMs. *
*Note: It would probably be more professional to address the inquirer prior to simply sending a Story, in case they don’t understand how you’re responding. I would introduce the Story by saying something like, “Hey there! I have a Story from my FAQ Highlight that would answer your question perfectly. If you have any other questions, just let me know!” and then send them the Story. You’re still engaging with the person, but spending a whole lot less time typing out your response to their questions and formatting them to fit their situation. It might even help them find answers to follow-up questions in the rest of your FAQs.
I hope you’ve found this tutorial helpful and that you’ll have no trouble in setting up a FAQ Highlight for your own Instagram account!
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