FAQ is an internal knowledge base that provides users with short answers. A basic unit of this knowledge system is an article; you can create, import, and export FAQ articles.

Key points

When you create an FAQ article, you define the questions and the reply. When users ask a particular question in the chat, Koji will provide them with the reply that you have specified.

It is a simple, yet effective technique to help users quickly find answers to frequently asked questions. Such questions might cover your organization’s working hours, common IT-related questions, and so on.

Creating articles

To create an FAQ article:

1. Go to Content > FAQ and click Add at the top of the window.

2. Specify the title of the article. Basically, it is the question that users are going to ask.

3. Type the answer.

4. Toggle the Enabled switch, so the article is used.

5. Click Save.

Adding learning phrases

Learning phrases are the phrases that trigger the FAQ article from the chat. Add more learning phrases, so there are more ways to get to a given FAQ article. To add new ones:

1. Click Learning phrases to expand the list.

2. In the Add new sentence field, type a new phrase and press Enter or click the plus icon.

Exporting and importing articles

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.

To learn more about this functionality and download a sample file, view the Exporting and importing FAQ articles page.