Can I import and export FAQs?
Yes. Export and import your FAQ library as CSV from Settings > FAQs. Exports are useful for reviewing or keeping a copy of your content; imports add new questions to the library.
File format
The export contains four columns:
| Column | Content |
|---|---|
| question | The customer question; required on import |
| answer | The answer the assistant should use; required on import |
| topic | An optional grouping label |
| type | faq or announcement; defaults to faq when omitted |
Keep question and answer as the column headers. Include topic and type when you need them, and use announcement for notices that should be available in every conversation.
Adding questions from a CSV
- Prepare the new questions and answers in a spreadsheet, or start from an exported file.
- Save the file as CSV.
- Import it through Settings > FAQs.
- Review the added entries in Simple Chat.
An import skips questions already in your library, ignoring capitalization. It doesn't replace their answers. For example, importing a revised answer for an existing "What is your return policy?" question leaves the saved answer unchanged. Edit existing answers in the app.
Scheduling after import
Dates and times aren't included in the file. Set the start and end times of imported seasonal FAQs and announcements in Simple Chat. A CSV copy alone doesn't preserve your scheduling setup.
Changelog releases
This topic appears in the following release notes: