Question 1

What is JSON import and when should I use it?

Accepted Answer

JSON import lets you create a Knowledge Base from a structured .json file containing hundreds of Q&A pairs in one step. Use it when you have an existing FAQ document or helpdesk export you can convert, when you want to import more than a few dozen Q&A pairs at once, when you are migrating from another chatbot system, or when your team can generate the JSON file programmatically. For small additions, Quick Answers are faster.

Question 2

What format does the JSON file need to be in?

Accepted Answer

The file must be a valid JSON array. Each element is an object with "question" (required), "answer" (required), and "category" (optional). Example: [{"question":"What are your hours?","answer":"We are open Monday to Friday, 9 AM to 6 PM.","category":"Hours"}]. Entries missing a question or answer field are automatically skipped with a warning.

Question 3

How do I import a JSON file?

Accepted Answer

Go to Knowledge Base in the left sidebar. Click the JSON tab. Enter a name for the new Knowledge Base. Drag and drop your .json file into the upload area or click to browse. The system parses the file and shows a preview with the count of valid entries. Click Import. Entries are saved immediately and AI embeddings are generated in the background. The KB becomes fully searchable within a few minutes.

Question 4

What happens to entries that are missing a question or answer?

Accepted Answer

Any object missing a "question" or "answer" field is skipped during parsing. After parsing, a warning shows how many entries were skipped. The import button shows the count of valid entries only. You can correct the file and re-select it to pick up the skipped entries.

Question 5

How do I create a JSON file from an existing document?

Accepted Answer

From a spreadsheet: create Question and Answer columns, export as CSV, and convert to JSON using a free online tool. From a Word document: paste your Q&A content into an AI assistant and ask it to convert to a JSON array with question, answer, and optional category fields, then save the result as a .json file. A template is available: start with a JSON array and add objects with "question", "answer", and "category" fields for each Q&A pair.

Question 6

How long does it take for imported entries to become searchable?

Accepted Answer

Entries are saved immediately and appear in your list straight away, but are not fully searchable until AI embeddings are generated. Small imports (under 100 entries) are usually ready within 1-2 minutes. Large imports (hundreds of entries) may take 5-10 minutes. A progress indicator is shown on the Knowledge Base card while embeddings are generating. You can assign the KB to AI Agents before embedding is complete.

Question 7

Tips for writing good Q&A entries for JSON import

Accepted Answer

Write questions the way customers ask them using natural, conversational language. Keep answers complete and self-contained so each answer makes sense on its own. Be specific — include exact prices, times, addresses, and conditions. Keep answers under 1,500 characters; if an answer is longer, split it into two entries. Use categories consistently (Hours, Pricing, Policy, Location) to make the KB easy to navigate. Add question variations for the same topic, such as "What are your hours?", "When do you close?", and "Are you open on weekends?" each pointing to the same answer.

Importing from JSON

Use JSON import when: