Importing FAQs from a Word document.

If your questions and answers, policies or procedures are already in a Word document, Askbridge can draft FAQs from it. Nothing is published until you choose. Owners and admins can import; agents can read FAQs but not change them.

Import a document and generate FAQs

1. Open Knowledge, then the FAQs tab.
2. Choose Import with AI.
3. Drag the Word document (.docx) into the box, or choose Choose a file.
4. Choose Upload and draft FAQs.
5. Follow the stages: Uploading, Reading document, Generating FAQs, Checking duplicates, Ready to review. You can choose Close and continue in the background; the import carries on and appears under AI imports on the FAQs page.
6. When it is ready, choose Review drafts.
7. For each draft, check the question, the answer and the excerpt from your document it came from. Edit to change it, Discard to drop it, or Publish.
8. To publish several at once, tick them (or Select all shown) and choose Publish selected.

Limits

• Word documents (.docx) only, up to 5 MB and about 30,000 words. PDF and scanned documents are not supported for import yet. To use a PDF in answers, upload it as a file instead: see Uploading files.
• Up to 10 imports a day per workspace.
• AI must be switched on for the workspace. Importing uses AI, so it counts towards the daily AI usage limit, and pauses if AI is switched off in Settings, AI and answers.
• Importing the same file again opens the first import instead of starting a new one.

Notes on drafts

• Check before publishing: not found in the source: an amount, number, date or time in the answer is not in the excerpt. Check it against your document.
• The document gives different details: two parts of the document disagree. Decide which is right.
• Possible duplicate of an existing FAQ: choose Skip, Keep separately or Compare and update existing. A possible duplicate cannot be published until you decide.

If the import fails

The import shows what went wrong. A document that cannot be read (empty, only images, too long or damaged) needs a corrected file: remove the import and upload again. If the AI service was unavailable, choose Try again; the import carries on from where it stopped.

What happens to the document

The uploaded file is deleted as soon as its text has been read. The text is sent in sections to Anthropic, the AI provider Askbridge uses, to draft the FAQs, and is deleted when the drafts are ready. Each draft keeps only its short excerpt. Do not upload documents with customers' personal details.