How to Make a Customer FAQ Video with Synthesia
A practical 2026 path for Support and CX: write a 45–75 second script from one published FAQ question, put a Synthesia host next to one slide if the public product shows the next action, generate the cut, and drop the MP4 or share link onto the public FAQ page above what the customer should do after they watch — without filming an agent every time the answer moves. Built from Synthesia's live docs and pricing (August 2026).
Most “AI FAQ video” posts skip the two facts that actually decide the project. First: a customer FAQ clip is not a training lesson and it is not a help-article walkthrough. It is 45–75 seconds that states one question the way a customer would type it, gives the published answer, and closes on what they should do after they watch — open Billing, submit the form under this clip, reply on this same page. Second: the tool this site sends for that talking-head file is Synthesia (synthesia.io). This guide is the working path when you will not film an agent every time the window or the button name moves: question, host, one picture if the product shows the next step, generate, shelf.
When a public FAQ needs an avatar — and when it doesn't
Use an avatar when the public FAQ page needs a face on one how-do-I and you cannot or will not sit a named agent at a desk every time finance renames Cancel plan or Legal moves a refund window. Edit the line, swap the one slide, generate again. That is the economic case.
Skip the avatar if customers only need the written sentence. Skip it if the ticket has to be a live chat — the clip closes with “open Billing” or “reply on this page,” it does not replace an agent on a broken account. Skip it if the file is a six-click help article — the support how-to walks those clicks. Skip it if the file is an internal SOP — the training how-to is the other desk. Skip it if the file is a handbook amendment — the policy-update how-to reads a signed clause. Skip it if the file is a Friday comms blast — the internal-update how-to names what changed this week. Skip it if the file is a changelog — the release-notes how-to names what shipped.
The seven-step Synthesia customer FAQ video
- 01
Write a 45–75 second Q&A from the published FAQ sentence
A customer FAQ video is one question and one answer, spoken — then the one thing the viewer should do after the last line. Open on the question as a customer would type it (“How do I cancel my plan?”, “Can I change the invoice email?”), give the published answer in one breath, then close on the next action: open Billing, submit the form under this clip, reply on this same FAQ page. Copy the words Support already published. Time it out loud. Most single-question answers sit between 45 and 75 seconds. If you wanted a six-click help-article walkthrough, that is the customer-support how-to. If you wanted an internal SOP, that is the training how-to. If you wanted a handbook amendment, that is the policy-update how-to. If you wanted a Friday recap, that is the internal-update how-to. If you wanted a changelog read, that is the release-notes how-to.
- 02
Confirm a talking-head FAQ answer is the right format
Use a presenter when the public FAQ page needs a face saying the current rule and you will not film an agent every time Billing or Legal moves the window. Skip the avatar for a one-line text answer, a live chat that has to be a human, or a silent toggle screenshot. Skip it if the file is really a click-path article, an internal lesson, a signed handbook clause, a Friday comms blast, or a shipping-notes cut. The avatar is an FAQ host reading the current public answer, not a substitute for an agent on a broken account and not a substitute for the written FAQ.
- 03
Open Synthesia (synthesia.io) — check the domain
Synthesia is the presenter desk this page is written for. On the home screen, start a blank video — Synthesia’s assistant help currently labels that Create video; some workspaces still show New video. Same start. Synthesys (synthesys.io) is a different company. HeyGen and a Loom-style recorder show up in the same “AI FAQ video” search; they are editorial mentions here, not hops. Mixing the names is the expensive mistake. This page sends you to Synthesia only. The public FAQ page is a shelf, not a hop.
- 04
Pick one stock avatar as the FAQ host
Select the Avatar tab in the top menu and choose one stock presenter. Keep that face for this FAQ and for later recuts when the window, the owner, or the button name moves. An FAQ read is second-person and specific: you, this question, this next step. Head-and-shoulders. Do not commission an agent likeness until Support and Legal have watched a stock cut of the real answer. Do not clone an agent voice unless you have written consent. One host. One crop. One question.
- 05
Add one slide if the public product shows the next action
The picture job is a single visual the avatar can point at: the question, the published answer, the one thing they do after they watch. If the FAQ names a public screen — Billing, the invoice-email field, the cancel confirm — select Media at the top of the canvas and choose Upload media — Synthesia’s help lists images as .jpeg, .png, and .svg. Export that one FAQ slide as an image and upload it. Import PowerPoint exists for a full .pptx; for one question card, the image upload is enough. If the next action only makes sense on a live public product screen, select Record at the top of the canvas, then Record Screen (Full Screen, Window, or Browser Tab), or Upload screen recording if you already have an MP4 — crop anything that should not leave the help page. Place the visual beside or under a head-and-shoulders crop. We do not invent an “FAQ” or “how do I” template. If your workspace has a saved layout, use it. If it does not, Media or Record plus the Avatar is the whole move. If the answer is a rule with no public screen, skip the upload and let Text carry the question.
- 06
Paste the script, then Generate
Select a scene in the left scene menu, open the script box, and paste the spoken Q&A. Split the question and the “what you do after this” beat across scenes if you want a pause on the slide. Use Generate at the top right. If the file will play muted on a public FAQ tile, turn Burned-in captions on in that panel before you generate. Preview a scene first if you only need to check framing — Synthesia’s preview help says a preview does not use credits; Generate consumes minutes. Watch the first second, the question, the one visual, and the close that names the next action. Mouth-sync is consistently strong in English and major European languages. Hand gestures loop. These are narrators. Edit the line and generate again instead of re-booking the agent.
- 07
Download the MP4 or copy the share link, then drop it on the public FAQ page above the action
A clean download starts on a paid plan — Synthesia’s download help says Basic and trial users cannot download. After generate, use the three-dot menu and choose Download, then the MP4 (Full HD 1080p). Or open Share, create a link, and copy the link or the embed code; Synthesia’s share help says an embed updates when you edit. Paste the embed above the written answer on the public FAQ page, or upload the MP4 if that editor wants a file. Put the same next-step line in the FAQ intro that you put on the slide: open Billing, submit the form, reply on this page. Keep the written answer under the player. Name the export so the next recut is obvious: faq-cancel-plan_aug_v1. When the window or the button moves, change that line, generate, bump the version, replace the file or the link.
FAQ-host avatar vs a written FAQ vs filming an agent
“AI FAQ video” is a search, not a product. The decision is the format. Plan names and download gates on the Synthesia column match the live synthesia.io/pricing page as of August 2026. Confirm the current grid before you tell Support the export is included.
| Criterion | FAQ-host avatar (Synthesia) | Written public FAQ | Film a support agent |
|---|---|---|---|
| What the customer sees | A host talking to camera next to one slide that names the question, the answer, and the next action | A sentence they were already going to skim | A real person, a real hour, a file that ages the week Billing moves a label |
| When it is the right buy | The public FAQ page needs a 45–75s face on one how-do-I and you will not re-film every recut | The customer only needs the sentence, not a presenter | The face has to be that agent, once, and will not be recut |
| What you re-do when the answer changes | Edit the line and swap the one slide, generate again, replace the FAQ object | Revise the sentence — no voice to update | Re-book the agent, the desk, and an editor |
| Where it lives | A public FAQ page, above the written answer and the one action they take after the clip | The same FAQ page, as text | A one-off attach that Support will forget to replace |
| Best 2026 fit | A single published question you will keep current: the question, the answer, one thing they do after they watch | The source of truth the clip should quote, not replace | A named-agent letter that cannot be an avatar |
Synthesia
An FAQ-host presenter reading a 45–75s public how-do-I, with one slide if the product shows the next action. Free Basic to audition; a paid plan is where a clean FAQ-page download starts.
A 45–75s FAQ script is the question, the answer, then the next action
Do not write a help-center tour and hope someone cuts it down. Open the published FAQ sentence, the public screen the customer will actually use, and the form or reply path that still works next quarter: the question as they would type it, the answer Support already signed, the one thing they will do after the last line. Those sentences are the script. If a window is still in review, that clip waits. An avatar reading last year’s cancel rule is worse than a text FAQ, because it sounds finished.
Four beats, in this order. Ask the question in the first sentence. Give the published answer in one breath. Point at the one public screen or the one rule against the one picture. Close on one action they take after they watch: open Billing, submit the form under this video, reply on this same FAQ page. Second person. No joke about “FAQs being fun now.” Time it out loud: 45 seconds is a tight yes-or-no; 75 seconds is an answer plus one “what this is not” beat. Longer than that and you are making a click path or a lesson.
A cancel-plan FAQ that fits the window sounds like this — about 60 seconds when you say it, not when you skim it:
This FAQ answers one question: how do I cancel my plan? You cancel from Billing, not from chat. After this clip, open Settings, then Billing, then Cancel plan. Your access stays through the period you already paid. If you need a refund inside the window printed on this same FAQ page, use the form under this video — do not open a new ticket. This clip is not a six-click help article and it is not a welcome. It is the question, the answer, and the next action.
An invoice-email or a “can I pause instead of cancel?” FAQ uses the same skeleton. Name the question, give the published answer, point at one public screen if the product shows it, close on the form they use after the clip. Do not stack a culture speech, a six-step click tour, and a pricing tease in a single file. One question, one answer, one next step.
Do not write a learning objective with a quiz. Do not write a Friday Slack recap. Do not write a handbook acknowledgment. Do not write a shipping list. Do not ask the avatar to “sound like the agent.” These presenters are narrators: blink cadence, micro head-tilt, a looping hand. On a head-and-shoulders framing that is enough. Full breakdown of what the avatars actually do is in our Synthesia review.
Pick one FAQ host. Keep that face.
Select the Avatar tab in the top menu. Choose one stock presenter and keep that face when you recut the series so the public FAQ page does not look like a new hire every question. An FAQ host says you and this question. It is not a lesson host walking an internal SOP, not a policy host reading a handbook, not a comms host reading Friday’s brief, and not a release host reading a changelog.
A custom agent likeness is a later decision, not the first invoice. Prove the script on a stock presenter. Personal avatars sit on paid plans — confirm the current count on synthesia.io/pricing. Synthesia’s pricing grid lists a Studio Express-1 avatar as a $1,000/year add-on that can take up to ten days. Clone a voice only with written consent. The consent rule is the same one in How to clone your voice for YouTube.
One slide if the public product shows the next action
People watch these muted, on a phone, above a FAQ paragraph. The voice is not enough when the next action is a public screen. Pick one visual the avatar can point at for the whole cut: the question card, or one pass of Billing. Not both. Not a tour. If the answer is a rule with no public screen — a window, a yes-or-no — skip the upload and put the question in Text.
If the FAQ is a slide you own, select Media at the top of
the canvas and choose Upload media. Synthesia’s media help
lists images as .jpeg, .png, and
.svg, and videos as .mp4 or
.webm. Export one question card from the FAQ
draft as an image and upload that. Import PowerPoint is a
home-screen path for a full .pptx — useful when
you already have the deck, easy to overshoot when you only
need one frame. We do not invent a “customer FAQ” control.
If your workspace has a saved layout, use it. If it does
not, this upload is the whole move.
If the next action only makes sense on a live public product screen — Billing, the invoice-email field, the cancel confirm — select Record at the top of the canvas. Synthesia’s screen-recorder help lists Record Screen (Full Screen, Window, or Browser Tab) and Upload screen recording for an existing MP4. Crop the chrome you do not want on a public FAQ page. You are showing the one next action, not walking the whole account console.
Optional on-screen label: select Text at the top of the canvas and pick Title 1 or Title 2 for the question, Subtitle or Body for the next action. Type the same words the avatar will say. Drag a corner to size it; keep it readable on a narrow FAQ column. Do not stack the whole help center on the card.
Captions: Synthesia’s help lists closed captions, dynamic
captions (Captions in the top menu), and a Burned-in
captions toggle in the Generate panel. For a muted FAQ tile,
turn burned-in captions on before you generate. After
generate you can also download .srt or
.vtt from the video menu if the page builder
wants a separate track.
Generate, then export onto the public FAQ page above the action
Generate sits at the top right. Title the file the way the FAQ heading is titled. Watch the first second, the one visual, and the close that names what they do after the clip. Proper nouns, button names, and window lengths are where these reads go wrong — fix the script, generate again. That loop is the product. An agent re-book is what you are not buying.
A logo-off download starts on Starter. After the render, open the three-dot menu and choose Download, then the MP4 (Synthesia’s help lists Full HD 1080p). Or open Share, create a link, and copy the link or the embed code. The share link is the better shelf when you will recut the same series; the MP4 is the better shelf when the FAQ editor wants a file. Interactive buttons and branching cannot go out as an MP4 — leave those off an FAQ you need to download. If a last scene still points at a “next scene” instead of ending the video, Synthesia’s download help says the MP4 can stay locked; set that last scene to end, generate again.
Paste the embed, or upload the file, above the written answer on the public FAQ page. Put the same next-step line in the FAQ intro that you put on the slide. A viewer who cannot play video still needs the sentences. The public FAQ page is an ordinary destination on this page, not a hop — use whatever control that editor already has for an embed or an upload. We do not invent a “Synthesia app” inside that help center. SCORM export sits on Enterprise; buy that tier when L&D asks for a package, not for a single English FAQ you can upload as an MP4.
Name the object so the next person can find it:
faq-cancel-plan_aug_v1,
faq-invoice-email_sep_v1. When the window or
the button changes, edit that line, generate, bump the
version, replace the file or the link. Leave the clips that
are still true.
Which Synthesia plan ships a customer FAQ video in 2026
The live pricing page (August 2026) lists Basic at $0 with 9 avatars and 10 minutes a month. Downloads and logo removal start on Starter at $29/month, or $18/month billed yearly. Creator is $89/month, or $64/month yearly, with more minutes and personal avatars. Languages and voices are published as 160+ on every tier. Confirm the current grid on synthesia.io/pricing before you tell Support the download is included — we do not invent a checkout total or a commission rate.
For a first FAQ, start on Basic with a real published sentence, not a placeholder greeting. Move to a paid plan when you need a logo-off file or a link you will actually publish. Buy Creator for a personal FAQ-host avatar or more minutes — not for “more cinema.” Buy Enterprise when brand asks for a kit, IT asks for SSO, or you are ready to localize a locked English master. Confirm commercial and customer-facing terms on the plan you will export from. Ten minutes a month is a handful of 60-second FAQs, not a year of recuts.
Localization and other desks are next steps, not this brief
Ship the home-market FAQ first. A second language is a translation of a published answer, not a reason to start in Enterprise. When you are ready, lock this cut, then follow how to localize training videos — same loop, different packet. An internal how-we-do-this lesson is the training how-to. A handbook amendment is the policy-update how-to. A Friday all-hands recap is the internal-update how-to. A shipping-notes cut is the release-notes how-to. A six-click help-article walkthrough is customer support.
Customers still deserve a plain-language note when the presenter is synthetic. Say it on the FAQ page, above or under the player: this is an FAQ-host avatar reading the current published answer. If you later publish the same file on a public platform, you also need that platform’s current disclosure for synthetic media. That is separate from the vendor license. You need both.
The comparison of presenter platforms — including where Synthesys sits as a different company — lives on Synthesia vs Synthesys and Best AI Avatar Video Tools 2026. This page does not hop there. The only Try button here is Synthesia.
HeyGen, a Loom, and a filmed agent — editorial only
Those names sit in the same “AI FAQ video” search. HeyGen is the usual Synthesia alternative in reviewer write-ups: faster custom-avatar turnaround, punchier social presenters, less of the help-center shelf. A Loom or a native screen recorder is the right tool when you do not need a face. A filmed agent is the right tool when the face has to be that person and the file will not be recut. None of them have a live hop on this page, so there is no Try button. If you need the public FAQ cut we can route, it is Synthesia.