Knowledge, FAQs

The FAQs tab under Knowledge manages question and answer pairs the agent can pull from verbatim.

What you'll do

• Add, edit, and delete FAQ entries.
• Import and export FAQs as CSV, including the metadata JSON column.

Step-by-step

Add, edit, or remove

1. Open Knowledge, then the FAQs tab.
2. Click Add FAQ. Fill in the question, the answer, and optional metadata as a JSON string.
3. Click Save.
4. To edit, click a row to expand it, update fields, and Save.
5. To remove, click Delete on the row.

Import CSV

1. Click Import CSV in the header.
2. Upload your CSV. The preview validates each row, including the metadata column which must be valid JSON.
3. Fix invalid rows in the source file and re-upload, or confirm to import the valid ones.

Export CSV

1. Click Export CSV in the header. The current FAQ list downloads, with the metadata field serialized as a JSON string.

Good to know

Metadata is optional. Use it to attach tags or categories your team wants to track alongside the FAQ. Example: {"tag":"support"}.

Troubleshooting

• "Invalid metadata JSON" in the preview, the metadata cell must be a valid JSON string. Fix the source cell.
• The edit row does not open, refresh the page and try again.