Add FAQs and import them from a spreadsheet

An FAQ is one question and its answer. Your AI agents answer from it, and you can also list it in the web messenger for visitors to browse.

Before you start

Every planNeeds: Sources: Write

Write one FAQ

1. Go to Knowledge, open the FAQs tab and click New FAQ.

2. Type the Question and the Answer. The answer is plain text.

3. Optionally, add a Category (optional) to group FAQs in the web messenger, and Labels to limit which AI agents use it. See Organise sources with labels.

4. Turn on Show in widget FAQ to list it in the web messenger.

5. Click Create.

   You should see

   “Knowledge source created successfully!” Your AI agents can use it straight away.

Import FAQs from a spreadsheet

1. Save your spreadsheet as a CSV file, with one question and its answer on each row. Up to 500 rows and 5 MB per file. To see the layout, click Download a sample CSV in the next step.

2. Go to Knowledge and click Import FAQs, then choose your file.

3. Match your columns: choose which column holds the Question and the Answer. Optionally, match Category, and Show in widget to a column of yes / no.

4. Click Import.

   You should see

   how many FAQs were added and how many were skipped, with the reason for each skipped row.

5. Click Done.

Imported FAQs show Processing… for a moment, then your AI agents can use them. Rows already in your knowledge base, or with an empty question or answer, are skipped.

Common problems

”This file would put you over your plan’s knowledge source limit”

Nothing was imported. Import a smaller file, delete sources you don’t need, or change your plan.

”This CSV couldn’t be read”

Check for unclosed quotes or stray commas. Saving the file again from your spreadsheet app as CSV usually fixes it.