The FAQ library supports three methods for adding content:
Generate — extract FAQ pairs automatically from a URL or uploaded document
CSV — bulk-import FAQs from a spreadsheet
Manual — author individual FAQ entries by hand
Figure 1 — The Generate FAQs library view showing 43 existing entries
2. Accessing the Feature
Navigate to the Generate FAQs page within your AgentIQ dashboard. The page displays:
A count badge showing the total number of active FAQ entries (e.g., "43 FAQs")
A "Powered by Shopify Knowledge Base" label confirming the integration layer
A search field for filtering the existing FAQ list
Three action buttons in the top-right corner: Edit, Sync, and + Add FAQ
To add new FAQs, click + Add FAQ. This opens the "Add FAQs to Knowledge Base" modal.
3. Add FAQs to Knowledge Base
The modal presents three tabs. Select the tab that matches your input source.
3.1 Generate Tab
Use the Generate tab to extract FAQ pairs automatically from an existing URL or document. This is the fastest path when your store already has FAQ content published online or in a file.
Input options:
URL — paste a link to any page that contains FAQ content (e.g., https://www.tactics.com/info/faq)
File upload — upload a .txt, .md, or .pdf file, up to 10 MB
📌 Note: Only Q&A pairs explicitly present in the source will be extracted. The system does not infer or generate new questions — it reads what is already there. |
Figure 2 — Generate tab with a URL entered and extraction in progress
Once you submit a URL or file, the system displays a spinner and the message "Extracting FAQ pairs from source..." while it processes the content. Extraction typically completes within 10–30 seconds depending on page length.
3.2 CSV Tab
Use the CSV tab to bulk-import FAQs from a spreadsheet. This is the recommended method for migrating large FAQ sets from another system.
Requirements:
The file must be a .csv
It must contain exactly two columns: Question and Answer
Maximum of 100 rows per import
Figure 3 — CSV tab with the upload area and Download Template link
A "Download Template" link is available below the instructions. Use this template to ensure your column headers match the expected format before uploading.
3.3 Manual Tab
Use the Manual tab to author a single FAQ entry directly in the interface. Enter the question text and the answer text in the provided fields, then confirm to add it to the library.
Best suited for:
Adding one-off FAQs that do not exist in any source document
Quickly fixing a specific gap in coverage after reviewing agent responses
4. Reviewing Extracted FAQs
After the Generate tab completes extraction, the modal transitions to the "Review extracted FAQs" screen. This step applies to Generate-mode imports only; CSV and Manual imports proceed directly to the import confirmation.
On the review screen you can:
See each extracted FAQ pair numbered (FAQ #1, FAQ #2, etc.)
Edit any question or answer inline before importing
Deselect individual FAQs using the checkbox to exclude them from the import
Figure 4 — Review screen showing editable FAQ pairs with checkboxes
The "Next: Import mode (41 FAQs)" button at the bottom shows a live count of how many FAQs are selected. Deselecting entries reduces this number in real time.
📌 Note: Review and edit FAQ answers carefully before importing. Once added to the Knowledge Base, AI agents will use this content verbatim when responding to shoppers. |
5. Choosing an Import Mode
After reviewing your FAQs, you will see the "Choose import mode" dialog. This step determines how the new FAQs interact with your existing Knowledge Base entries.
Figure 5 — Choose import mode dialog with Append and Replace options
Mode | Behavior | When to use |
Append | New FAQs are added alongside existing entries. | You want to grow your Knowledge Base without losing current entries. |
Replace | All existing FAQs are archived and replaced with the new set. | You are doing a full refresh from a new source of truth. |
📌 Note: The Replace option archives all current FAQs but does not permanently delete them. Archived entries can be recovered if needed. |
Click the import button to finalize. The system will process the import and return you to the main FAQ library.
6. Post-Import Result
After a successful import, the FAQ library reloads and the count badge updates to reflect the new total. In the example shown in this walkthrough, the count increased from 43 FAQs to 84 FAQs after appending 41 new entries extracted from the source URL.
Figure 6 — FAQ library updated to 84 entries after a successful append import
All newly imported FAQs are immediately active and available to AI agents. No additional sync step is required to push them to the Knowledge Base.
7. Other Actions on the FAQ Library
7.1 Edit
Click Edit (pencil icon) to enter edit mode for the library. In edit mode you can modify the question or answer text of any existing FAQ, reorder entries, or delete individual items.
7.2 Sync
Click Sync to push the current FAQ library to the Shopify Knowledge Base. Use this after making manual edits to ensure AI agents are serving the most current answers.
7.3 Search
The search bar at the top of the FAQ list filters entries in real time by keyword. This is useful for quickly locating a specific question to edit or review before a customer interaction.