Create Your Knowledge Base from Your FAQ Page

1 Prerequisites

Before you begin importing your FAQ content, make sure you have:

• A SoundMinds.ai account - See our Signup Guide
• A chatbot already created - Create Your First Chatbot
• Your existing FAQ content (website page, document, or spreadsheet)

2 Export your existing FAQ content

First, gather your FAQ content from wherever it currently lives.

From a website:

• Copy FAQ content from your website's FAQ page
• Include both questions and answers
• Keep the original formatting if possible

From a document:

• Export to plain text or copy/paste content
• Organize by question-answer pairs

3 Transform FAQ with ChatGPT

Use ChatGPT to convert your FAQ content into a structured format. Copy the prompt template below and paste your FAQ content where indicated:

ChatGPT Prompt Template:

I have FAQ content that I need to transform into structured Q&A pairs for import into a chatbot knowledge base. Please convert the following FAQ content into JSON format with this structure:

{
  "categories": [
    {
      "name": "Category Name",
      "qapairs": [
        {
          "question": "The question text",
          "answer": "The answer text"
        }
      ]
    }
  ]
}

Group similar questions into categories. Keep answers concise but complete. Here is my FAQ content:

[PASTE YOUR FAQ CONTENT HERE]

What to expect:

• ChatGPT will organize your FAQs into logical categories
• Questions will be cleaned up and standardized
• Answers will be formatted consistently

4 Prepare your import file

SoundMinds.ai supports three import formats. Choose the one that best fits your needs:

JSON Format (recommended for categories):

{
  "categories": [
    {
      "name": "General Support",
      "qapairs": [
        {
          "question": "What are your business hours?",
          "answer": "We're open Monday through Friday, 9am to 5pm EST."
        },
        {
          "question": "How do I contact support?",
          "answer": "You can reach us at support@example.com or call 1-800-555-0123."
        }
      ]
    }
  ]
}

CSV Format (simpler, flat structure):

question,answer,category
"What are your business hours?","We're open Monday through Friday, 9am to 5pm EST.","General"
"How do I reset my password?","Click 'Forgot Password' on the login page...","Account"

CSV columns:

• question (required): The question text
• answer (required): The answer text
• category (optional): Category name for organization
• status (optional): "active" (default) or "draft"
• enabled (optional): "true" (default) or "false"

Excel Format (.xlsx):

• Column A: Question
• Column B: Answer
• Column C (optional): Category
• First row should be headers

5 Import Q&A pairs into SoundMinds.ai

Two methods are available for importing your Q&A pairs:

Method A: AI-Validated Import (recommended)

1. Navigate to your chatbot's Knowledge Base page
2. Click the "Import (AI Validated)" button
3. Choose your import source:
   • Web URL: Enter the URL of your FAQ page for automatic extraction
   • File Upload: Upload CSV, JSON, or Excel file
4. Select your file type (if using File Upload)
5. Upload your file or enter the URL
6. Click "Validate & Continue"

Method B: Quick CSV Import

1. Navigate to your chatbot's Knowledge Base page
2. Click "Import CSV" button
3. Select your CSV file
4. The system imports directly without validation step

6 Review and validate imported pairs

After validation, you'll see a comprehensive review of your import:

• Total pairs found: Number of Q&A pairs detected
• PII warnings: Any personal information detected (emails, phone numbers)
• Duplicate detection: Exact and semantic duplicates found
• Categories: Organized groupings (if using JSON with categories)

Review step options:

• Review each Q&A pair before importing
• Exclude specific pairs if needed
• Edit questions or answers inline
• Click "Confirm Import" to proceed

7 Generate embeddings

After import, you must generate embeddings to enable semantic matching:

1. Navigate to Knowledge Base for your chatbot
2. You'll see your imported Q&A pairs
3. Click "Generate Embeddings" button
4. Wait for embeddings to be generated

Why embeddings matter:

• Embeddings enable semantic matching (understanding meaning, not just keywords)
• Without embeddings, the chatbot can only do exact keyword matching
• Always generate embeddings after adding or updating Q&A pairs

8 Test your imported Q&A pairs

Verify that your imported content works correctly:

1. Go to Knowledge Base > Test tab
2. Enter questions from your FAQ
3. Verify the chatbot matches the correct Q&A pair
4. Check the confidence scores:
   • Semantic score: How well the meaning matches
   • BM25 score: How well keywords match
   • Combined score: Weighted blend (70% semantic + 30% BM25)

9 Best practices for effective answers

Writing good questions:

• Use natural language customers actually use
• Include common variations as keywords
• Keep questions specific and focused

Writing good answers:

• Be concise but complete
• Include actionable information
• Avoid jargon unless necessary
• Update answers when information changes

Organizing with categories:

• Group related Q&A pairs together
• Use consistent category names
• Categories help with maintenance and reporting

Maintenance tips:

• Review chatbot analytics for unanswered questions
• Add new Q&A pairs for common questions
• Update outdated information regularly
• Re-generate embeddings after making changes