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You can create and edit FAQ articles in the FAQ editor: one by one. However, if you need to add multiple articles at once, the importing/exporting functionality comes in handy.

FAQ file structure

When you export or import FAQ articles, you work with XLSX files. These are spreadsheets with 5 columns:

  • Lang: the language of a given article.

  • KB: the associated knowledge base. In this field, you must type the host of your Koji. Typically, it is something like: your-host.atlassian.net.

To figure out the KB that must be specified, see the hint on the right side of the window, in the Filter area:

  • Article ID: the unique identifier of the article. You don’t need to specify anything here, because once the file is uploaded, Koji will assign an ID automatically. Thus, if you export the FAQ file later on, the articles will have their IDs.

  • Title: the title serves as the question that users are expected to ask.

  • Content: an answer to a user’s question.

Creating a file with articles

To help you get familiar with FAQ files, we have created one for you. Its purpose is to demonstrate the structure, so the file contains a number of generic questions. To test it, perform the following:

1. Download the test file:

2. Modify the KB column by typing your Koji’s host. It might be something like your-host.atlassian.net.

3. Import the file by clicking Import articles at the top of the window in Content > FAQ.

Now the articles are available both in your FAQ editor and in the chat.

Testing articles

Once your articles are in place, you might want to see them in action. To do so, just ask Koji a question from the “title” column.

Exporting articles

Exporting FAQ articles allows you to create a backup of your internal knowledge base. You can send it to another Koji instance or modify the file’s content and reuse it later on.

To export FAQ articles, go to Content > FAQ and click Export articles at the top of the window. That’s it, the file is downloaded and ready to go.

Importing articles

Let’s say you have an XLSX file (you got it from another instance, for example). You can import it and enrich the list of your FAQ articles. To do so,

To import FAQ articles, go to Content > FAQ and click Import articles at the top of the window, and select the file. Now the articles are added to your FAQ set.

What’s next?

View the tutorial explaining how to quickly train Koji. It demonstrates managing FAQ and associated files: The quickest way to train Koji.

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