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Import FAQs

Last updated: 02 July 2024

Speed up your FAQ creation process by bulk-importing them from a CSV file.

This feature is released in Beta. As customers use this feature, we collect data and feedback to improve it. If you have any feedback, please contact your account manager.

Step 1: Create a CSV file

Your CSV must follow this very strict format:

  • Column A should be named Faq Name

  • Column B should be named Tags

  • Column C should be named Utterance

  • Column D should be named Response

faq_importer_csv_format.png

Step 2: Fill out your CSV

For our example, let’s write an FAQ about our shop’s opening hours. This is the format to follow for each FAQ:

Faq Name

Tags

Utterance

Response

Opening hours

What time do you open

We open from 9am to 4pm every week day.

Opening hours

What times are you open

We open from 9am to 4pm every week day.

Opening hours

When do you open

We open from 9am to 4pm every week day.

Important

  • Each one of your FAQ will likely have multiple Utterance rows. Each row can have a different utterance.

  • Under Faq Name, give each row corresponding to the same FAQ the exact same name.

  • Under Response, give each row corresponding to the same FAQ the exact same response.

  • Under Tags, give each row corresponding to the same FAQ the exact same tags. Tags are option. If you’d like to associate multiple tags per FAQ, simply separate them with a comma and a space (e.g. Admin, HR)

Here’s an example:

Screenshot 2024-07-02 at 10.32.31.png

Step 3: Import the CSV

Save your CSV and head over to KnowledgeFAQs. Click Import FAQs in the top right.

documentation_import_Faqs.png

Find and import your file.

Step 4: Test your FAQs

Depending on the number of FAQs you are importing, it could take up to a couple of minutes for your platform to ingest the CSV.

After a few minutes, head over to your Demo area and test your FAQs.

Frequently asked questions

How many FAQs can I import?

We recommend limiting your CSV to around 100 FAQs (~300 utterances).

Can I import different message types?

At the moment the importer only allows you to bulk-create Standard messages. We recommend tagging the FAQs that require images, links, etc. and manually updating them after the import.

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