# FAQs (Frequently Asked Questions)
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## **Overview**
The **FAQs** section allows you to manage common customer questions and answers that your bot can use to provide quick and accurate information. This improves support by handling frequent inquiries consistently, reducing wait times and agent workload.
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## Steps to Use
### Method 1: Add FAQs one by one
**Step 1:** In the **FAQs** tab, click the **Add FAQs** button.
**Step 2:** Enter a clear question that your customer might ask and the answer you want the bot to give. Then click **Save changes**.
**Step 3:** Wait until the **Status** column shows a ✅ green check mark — this means the bot has learned the FAQ.
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### Method 2: Upload multiple FAQs at once
**Step 1:** Click the **Import FAQs** button.
**Step 2:** Download and fill in the **FAQ template** file with your questions and answers.
**Note:**
* File must be `.xls` or `.xlsx`, with size up to **100 MB** or **200 rows**.
**Step 3:** Upload the file by clicking the **Click here** area or dragging and dropping it.
**Step 4:** Review the uploaded FAQs.
* To remove an FAQ, click the **trashcan icon** (🗑️) next to it.
* To upload an additional file, click **Choose Another**.
* To update your file, click **Cancel**, edit the file, then upload again.
Once you’re done, click **Import** to submit the data.
**Step 5:** Wait for the **Status** column to show a ✅ green check mark.
### Edit or Delete FAQs
* **Edit**: Click the 🖊️ pen icon to update a question or answer.
* **Delete**: Click the 🗑️ bin icon to remove an FAQ permanently.
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## FAQ Status Definitions
* **Imported**: The FAQ has been successfully learned and added to the bot’s knowledge base.
* **In Queue**: The FAQ is waiting to be processed.
* **Overlapped**: The FAQ duplicates or overlaps with existing knowledge (similar meaning questions) and may need review.
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## Example / Use Case
A bakery bot includes FAQs such as:
* *What are the prices of your cakes?*
* *How to place an order?*
* *What ingredients do you use?*
The bot instantly answers these, saving time and improving satisfaction.
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## Notes
* FAQ questions should be clear, specific, and easy to understand.
* Avoid vague or abstract questions that the bot may not detect.
* Use full sentences or commonly asked phrases for better accuracy.
* Regularly review and update FAQs to keep them relevant.
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## Quick Tips
* Keep the **question and answer in the same language** for best results.
* Start with the **top 10–20 common questions**.
* Use consistent terms (e.g., product names, service types).
## Troubleshooting
* **File won’t upload** → Check that it’s .xls or .xlsx, under 100 MB, ≤200 rows.
* **FAQ not showing green check mark** → Wait a few moments, or re-import the data.
* **Bot gives slightly different answers** → This is normal; the bot may rephrase to sound more natural.
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## Video Guide
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# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://documents.cxgenie.ai/bots/training-your-bot/faqs-frequently-asked-questions.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.