Knowledge base through Q&A

A Q&A (Question & Answer) section allows you to address common inquiries and provide helpful information to your users.

Create a Q&A

1. Navigate to Knowledge in the top navigation bar.
2. Select the knowledge base you want to add a Q&A to, or create a new knowledge base as described in the Knowledge bases overview.
3. Open the FAQ tab.
4. Click + Create to open the Create FAQ sidebar.
5. Type the full question and answer.
6. Click Create to save your Q&A.

Edit a Q&A

1. Locate the Q&A you want to edit and select the three dots icon.
2. Select Edit. The Update FAQ panel opens.
3. Update the question, the answer, or both. To keep a published Q&A published after the edit, select Keep published status.
4. Select Update to save your changes.

Upload a Q&A

1. Open the FAQ tab.
2. Select Upload to open the Upload FAQ panel.
3. Drag your .csv file to the drop area, or select Browse. The file must use the file format. If you need a template, select Download template file.

Once the file is uploaded, Moveo processes your Q&As and adds them to your knowledge base.

File format

The file is a .csv file with a header row. The header must have a question column and an answer column. Moveo skips rows where one of the two cells is empty.

question,answer
How do I reset my password?,"Go to Settings, select Security, then select Reset password."
Do you ship abroad?,We ship to all countries in the European Union.

If the header has no question or answer column, the upload fails with Invalid CSV format. Please ensure your file has "question" and "answer" columns. Each row becomes one document of the knowledge base. The question is the document name, and the answer is the document text. New Q&As are drafts until you publish them.

Tips for effective Q&As

Follow these guidelines to create Q&As that produce accurate AI responses:

• Use natural question phrasing - Write questions the way customers actually ask them
• Include question variations - Add common alternative phrasings as separate Q&As
• Keep answers focused - Address one topic per Q&A entry
• Add context when needed - Include relevant background information in the answer
• Avoid jargon - Use clear, customer-friendly language

Delete a Q&A

1. Locate the Q&A you want to delete and click the three dots icon.
2. Select Delete from the dropdown menu.
3. Confirm the deletion when prompted.

Next steps

• Publish content - Make your Q&As available to live agents
• Test your knowledge base - Verify your agent answers correctly
• Best practices - Optimize your knowledge base content