FAQ Management

FAQs (frequently asked questions) are a list of questions and answers on a specific topic intended to provide basic information to users of the website. These help your business respond to the needs of bot audience more quickly and appropriately.

On the yellow platform, you can add these FAQs and train the bot so that it fetches answers quickly from here when the FAQs are asked.

In this article, you will learn:

  1. How to add FAQs?
  2. How to add multiple FAQs?
  3. FAQs for Multilingual bots?
  4. How to train the bot with FAQs?

Where to find the FAQs tab?

  • Open Studio > Train > FAQs.


1. Add FAQs#

To add FAQs, follow the given steps:

  1. You can add a Default Category to categorise the FAQs.
    • Click +.
    • Add a Category name.
    • Click Create category.

  1. Select the category name (or the default category) and add FAQs under it.
    • Click Add new question.
    • Add a Question and a Default response.
    • Click Add.

  1. You can add more than one response by clicking Add multiple text for randomizing. Only one of these responses will be displayed during the conversation.

  1. You can also use Text, Images, Videos, Files or even a flow as a response.

  1. Multiple FAQs can be added in the same way. 

2. Add FAQs in bulk#

To upload multiple questions at once, you can use the bulk import option

  1. Open Studio > Train > FAQs. Click Import on the Bulk manage dropdown.

2. Click **Download format here to get started** link to download the CSV template in which you want to enter the FAQs.

  1. Open the downloaded file in Excel or other spreadsheet editor.

FAQs Structure

note

The column headers must in the format: "category", "question", "variations", "answer_en", "answer_hi" and so on. For any configured language, header format is "answer_LanguageIsoCode".

  1. Add FAQs in the respective columns:

    • Category: Type the category to which you want to add these FAQs. Make sure that the categories you've entered here exist on the platform.
    • Question: You can enter the question based on your requirement.
    • Variation: Add multiple variations to the question. The first question and variation will remain the same even if you add multiple variations.
    • Answer_en: Answer to the respective question. Here, 'en' in answer_en stands for English. You can add answers in different languages too. For example, to add an answer in Hindi, you can add a column header as answer_hi.

  1. Download / Save the file as CSV file.
tip

Before you upload the file on the platform, ensure that the column headers are correct. Open the CSV file in any text editor like VS Code, Sublime, or vim and check if the column headers are included in quotes. Example: In the image below, on line 1, column headers are not wrapped in quotes.

Modify CSV file headers

You can add quotes manually and save the changes.

Modify CSV file headers in an editor

  1. Continuing from step 2, Click +Upload file and select the file from your local system.

  1. After the file is uploaded, click Upload.

3 Add FAQs for Multilingual bots#

To add FAQs for multi-lingual bots, follow the given steps:

info

Prerequisites

Configure the languages:

  1. Navigate to Studio and click drop-down.

    drawing
  1. To add FAQs for multi-lingual bots, in Language settings, click on Edit icon to add the languages that you want to add to your bot.

    drawing
  1. In Add Language dialog box, select the languages from the drop-down and click Save.

    drawing
  2. Your bot's language settings have been successfully updated. You can add FAQs in different languages

Enable autodetect:

  • To automatically identify the language of your bot enable autodetect under Tool section, click here to know the steps.
  1. Add FAQs manually

    • You can add FAQs in different languages by typing the questions in the required language in the Question variation field.

  1. Add FAQs in bulk:

    • When you download the CSV template file (as mentioned in the previous section), language columns will be available.
![](https://i.imgur.com/hteoHYF.png)
  • Add responses in the required columns (column names are suffixed with the ISO code of each language).

    Example

  • For French FAQs bot, English answers are not mandatory. For those questions, you can add an answer under answer_fr column and leave the answer_en column empty.


4. Train and test FAQs#

Train

After adding all the FAQs, you can train the bot to understand these FAQs by clicking Train Intents.

Follow the steps below to train intents for FAQs:

  1. Click Train > FAQs.

  1. Click Train intents drop-down.

  1. In Train your model dialog box, select Multilingual and click Train.

Test

You can test the results on the preview bot.


  • 1. Add FAQs
  • 2. Add FAQs in bulk
  • 3 Add FAQs for Multilingual bots
  • 4. Train and test FAQs