How do I add FAQs?

You can build your FAQ library in Simple Chat in two ways: add entries one at a time in the app, or bulk import many rows from a CSV file. Both paths feed the same knowledge base the AI uses during conversations.

Choose single-entry editing when you are starting out or adding a handful of policies; use CSV import when you are migrating from a spreadsheet or refreshing a large catalog of answers.

Add FAQs one at a time in Settings

1. Open Simple Chat in your Shopify admin.
2. Go to Settings and open the FAQ section.
3. Create a new FAQ with a question and answer.
4. Optionally assign a topic and set the entry type (regular FAQ or announcement—see the announcements FAQ for when to use each).
5. Configure scheduling (start/end dates and times) in the app if the content should only apply for a limited period.
6. Save. The entry is available to the AI according to its schedule and type.

This workflow is best when you are drafting new wording, testing how the assistant uses an answer, or updating a single policy line.

Bulk import via CSV

1. Prepare a CSV with the required columns: question, answer, topic, and type.
2. In Simple Chat Settings, use the CSV upload option for FAQs.
3. Upload the file and confirm the import completes.
4. Open individual entries in the app to add or adjust scheduling and date windows—those details are configured after import, not in the CSV.

CSV import is the fastest way to load dozens or hundreds of pairs at once, especially when migrating from another doc or help center export you normalize into Simple Chat’s column format.

CSV column reference

Scheduling after import

Scheduling and date windows are managed in the app, not in the CSV. After a bulk import, review entries that need seasonal or time-limited visibility and set start/end dates (and times) per FAQ in Settings.

Tips for useful FAQs

• Write answers in complete sentences your team would send to a customer.
• Split unrelated questions into separate rows instead of one long combined answer.
• Revisit FAQs after policy changes so the AI does not cite outdated language.