Import & Export FAQ

Instead of adding FAQ pairs one by one, you can import them in bulk from a file — or export your existing FAQs for backup, migration, or editing in a spreadsheet.

Importing FAQs

Supported formats

Format	Structure
CSV	Two columns: question, answer. First row is the header.
JSON	Array of objects, each with question and answer fields.

CSV example

question,answer
What are your opening hours?,"Monday to Friday, 9 AM to 6 PM."
Do you offer free shipping?,Yes — free shipping on orders over $50.
How do I reset my password?,Go to the login page and click "Forgot password".

JSON example

[
  {
    "question": "What are your opening hours?",
    "answer": "Monday to Friday, 9 AM to 6 PM."
  },
  {
    "question": "Do you offer free shipping?",
    "answer": "Yes — free shipping on orders over $50."
  },
  {
    "question": "How do I reset my password?",
    "answer": "Go to the login page and click \"Forgot password\"."
  }
]

How to import

1. Go to FAQ in the agent sidebar.
2. Click Import.
3. Select your CSV or JSON file.
4. Review the preview — verify that questions and answers are mapped correctly.
5. Click Confirm to add the pairs.

Imported pairs are added to your existing list — they do not replace current FAQs. Duplicate questions (exact matches) are skipped automatically.

Exporting FAQs

Export your FAQ list to back it up, share it across agents, or edit it externally.

1. Go to FAQ in the agent sidebar.
2. Click Export.
3. Choose the format: CSV or JSON.
4. The file downloads to your device.

Use cases for export

• Backup — save a copy before making bulk changes.
• Migration — move FAQs from one agent to another by exporting from the source and importing into the target.
• Bulk editing — export to CSV, edit in a spreadsheet (Google Sheets, Excel), and re-import.
• Translation — export the English FAQs, translate the content, and import into a localized agent.

Tips

• Quote commas in CSV — if an answer contains commas, wrap it in double quotes (most spreadsheet apps do this automatically).
• Escape quotes in JSON — use \" for literal quotes inside answer strings.
• Review after import — spot-check a few pairs in the console to make sure formatting looks correct.
• Keep files small — for very large imports (500+ pairs), consider splitting into smaller batches to make review easier.

Next steps

• FAQ overview — learn how to create and manage individual FAQ pairs.
• Knowledge Base — combine FAQs with document-based knowledge for broader coverage.