The FAQ editor allows you to create and edit FAQ articles. However, if you need to add multiple articles at once, the importing/exporting functionality comes in handy. This page describes the key points of managing articles.

FAQ files

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

• Lang: the language of a given article

• KB: the associated knowledge base

If the host is specified, the file is uploaded successfully. Thus, users must type their tenant: konverso-rt.atlassian.net, for example.

If the field is empty, Koji cannot import the file and displays the error: Http failure response for https://kjira.konverso.ai/api/article/import/: 500 OK.

If the field is not empty and has random symbols, the file is uploaded, but this given string is not displayed in the UI.

• Article ID: the unique identifier of the article.

It’s possible to import a file WITHOUT IDs.

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

What about “Learning phrases”? They are not included into exported file.

• Content: an actual answer to a user’s statement.

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 it 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.

Creating a file for import

You can create a file from scratch. Just bear in mind the format that is described above: an XLSX file with 5 columns.

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