Knowledge base — FAQs.
FAQs are the heart of your chatbot. The bot only answers from what’s in your KB.
Adding a single FAQ
Knowledge Base tab → Add FAQ form. Two fields:
- Question — what a customer might type (this is what gets matched)
- Answer — what you want the bot to say (in your voice, in your words)
Click Add to knowledge base. The FAQ is searchable instantly — no waiting, no batch processing.
Editing an FAQ
Each FAQ card has an Edit button. Click → inline form opens with the current question and answer. Make your changes → Save. The change is searchable immediately.
Editing the FAQ in the dashboard re-syncs the search index automatically. If you’ve ever heard “the bot is still saying the old answer” it’s because someone edited the database directly without re-syncing — which the dashboard never does.
Deleting an FAQ
Each FAQ card has a Delete button. Click → it’s removed from the search index immediately. No undo — but the rest of your KB is untouched.
Bulk import (CSV/XLSX)
Knowledge Base tab → Import CSV / XLSX. Upload a spreadsheet with two columns:
| question | answer |
|---|---|
| What are your hours? | We’re open Mon–Fri 9am–5pm ET. |
| Do you ship to Canada? | Yes — Canada-wide flat-rate shipping is $9.95. |
Constraints:
- Max 200 rows per upload
- Headers required:
questionandanswer(case-insensitive) - Both columns must have content (rows with empty cells are silently skipped)
- File types:
.csv,.xlsx,.xls
The dashboard provides a template CSV you can download as a starting point.
How many FAQs should you write?
| FAQ count | Behaviour |
|---|---|
| 0–5 | Bot will fall back to handoff frequently — KB is too thin |
| 10–20 | Reasonable starting point for your most common questions |
| 30–60 | Covers most small businesses’ everyday questions |
| 100+ | Mature KB for routine questions |
There’s no fixed number that guarantees a result: it depends on what your visitors ask. Use Coverage to see which questions are going unanswered, and Outcomes to see how conversations end.
Better to have 30 great FAQs covering your top 20 issues than 200 thin entries. Every entry should be a real answer to a real question — not generic marketing copy.
Writing FAQs that work
The bot does well when:
- Questions match how customers actually phrase things — “how much does it cost?” not “pricing structure inquiry”
- Answers are concrete and specific — “$49/month, billed annually” not “affordable, flexible pricing”
- One question per FAQ — don’t bundle three things into one entry
- Variations are encouraged — separate FAQs for “what’s your refund policy” and “can I get my money back” both work, even though they’re similar
The bot does poorly when:
- Answers reference things not in the KB (“see our pricing page” — the bot can’t follow links)
- Questions are too generic (“help”, “info”)
- Answers contradict each other across multiple FAQs