How do I add FAQs?

Two ways, feeding the same knowledge base: create entries one at a time in the app, or bulk import a CSV. Use single entries when you're starting out or touching a handful of policies; use CSV when you're migrating a spreadsheet or refreshing a large catalog of answers.

Adding one at a time

1. Open Simple Chat in your Shopify admin.
2. Go to Settings and open the FAQ section.
3. Create the FAQ with a question and an answer.
4. Optionally assign a topic and set the entry type, regular FAQ or announcement; the announcements FAQ covers when to use each.
5. Set scheduling (start and end dates and times) 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 is the right path for drafting new wording, testing how the assistant uses an answer, or updating a single policy line.

Bulk import via CSV

Prepare a file with the four required columns:

Upload it through the CSV option in Simple Chat Settings and confirm the import completes. It's the fastest way to load dozens or hundreds of pairs, especially when you're normalizing a help-center export into this column format.

One catch: scheduling is not in the CSV. Start and end dates and times are managed in the app, so after an import, open the entries that need seasonal or time-limited visibility and set their windows individually.

Writing entries that hold up

Write answers in complete sentences your team would actually send to a customer. Split unrelated questions into separate rows instead of one long combined answer. And revisit the library after policy changes, so the AI doesn't cite outdated language.