> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-agent-management-platform-dev.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage FAQs

<Badge icon="arrow-left" color="gray">[Back to NLP Topics](/ai-for-service/automation/natural-language/nlp-topics)</Badge>

FAQs are question-answer sets added to Knowledge Graph nodes. They drive intent recognition for user queries.

<Warning>
  * **Manage KG** is available for enterprise accounts only.
  * Limit: 50,000 FAQs across 20,000 nodes.
</Warning>

<Note>
  Few-Shot KGs support all features below except: Default terms, Lemmatization using POS, Search in Answer, and Contextual Path Qualification. Path-Level and KG Synonyms apply only to Mandatory Terms and Tags. See [Knowledge Graph Types Comparison](/ai-for-service/automation/knowledge-ai/knowledge-graph-overview#feature-comparison).
</Note>

***

## Add FAQs

1. Go to **Automation AI > Knowledge AI > FAQs > Manage KG**.
2. Click **Add Intent** (top-right) and select **FAQ**.
3. In **Add Question**, enter the primary question.
4. (Optional) Add alternate questions in **+ Alternate Question**. Precede a question with `||` to define it as a pattern.
5. (Optional) Add tags to improve KG intent detection.
6. (Optional) Enter a **Display Name** shown to users in ambiguity scenarios.
7. In **Bot Response**, enter the default response.
8. (Optional) Add alternate responses in **+ Alternate Response** (selected randomly at runtime).
9. (Optional) Enable **Conditional Response** for rule-based responses. See [FAQ Conditional Responses](#faq-conditional-responses).
10. (Optional) Add a **Reference ID** linking to an external source.
11. (Optional) Toggle **Intent Status** — disabled intents are excluded from intent recognition.
12. Click **Save**.

***

## Manage Default Responses

Responses use the same prompt editor as other dialog nodes. See [Prompt Editor](/ai-for-service/automation/dialogs/prompt-editor#prompt-editor).

**Channel-specific responses:** Select a channel before typing the response. Always include an **All Channels** response as the fallback.

### Handle Long Responses

* **Add Extended Response** — splits the response into sequential chunks.
* **Add Alternate Response** — adds a separate response variant (selected randomly at runtime).

***

## Add FAQs from an Existing Source

| Method                                                                                          | When to use                                                    |
| ----------------------------------------------------------------------------------------------- | -------------------------------------------------------------- |
| [Knowledge Graph Generator](/ai-for-service/automation/knowledge-ai/generate-a-knowledge-graph) | Auto-generate a KG hierarchy from an FAQ list, then import it. |
| [Import](/ai-for-service/automation/knowledge-ai/import-and-export-knowledge-graph#import)      | Import a KG exported from another AI Agent.                    |
| [Knowledge Extraction](/ai-for-service/automation/knowledge-ai/knowledge-extraction)            | Populate FAQs from an existing Q\&A list.                      |

***

## Move FAQs Between Nodes

1. Click the source node. FAQs appear in the right pane.
2. Check the FAQ(s) to move (supports multi-select).
3. Drag and drop onto the target node.

***

## Edit and Delete FAQs

1. Select the node. FAQs appear in the right pane.
2. Hover over the question or response and click **Edit**.
3. Make changes and click **Save**.
4. To delete: click the **Bin** icon.
5. Select multiple FAQs to delete in bulk.

***

## FAQ Conditional Responses

Define rule-based responses that vary based on conditions such as customer location, session variables, or channel.

### How It Works

1. The platform identifies the FAQ using normal intent recognition.
2. Conditions are evaluated in the order defined.
3. If a condition matches, its response is used.
4. If no condition matches, the default response is used.
5. Channel-specific responses take priority within matched conditions.

**Priority logic:**

* Channel-specific response (within the matched condition) → All Channels response (within the matched condition) → Next condition → Default response.

### Setup

1. Open the FAQ and enable the **Conditional Response** toggle.
2. Define conditions using context, content, or environment variables.
   * Example: `context.session.BotUserSession.location Equals To "United States"`
3. Select an operator: **Exists**, **Does Not Exist**, **Equals To**, or **Not Equals To**.
4. Enter the comparison value.
5. Add multiple rules with **AND / OR** logic.
6. Enter the **Then Response** for each condition.
7. (Optional) Add channel-specific response variants by selecting from **All Channels**.

### Limits

* Max 10 conditions per FAQ.
* Max 10 nested rules per condition.

### Best Practices

* Identify key variables (location, customer type, product).
* Order conditions from most to least specific.
* Use AND for narrow scenarios, OR for broad ones.
* Always define a default response.
* Use only `context.session.BotUserSession` variables — they persist across the session.
* Create context, environment, or content variables before referencing them.
* Save and train after changes; publish to update end channels.

<Note>
  - New apps default to Few-Shot model; imported apps may use Ontology. Check under **NLU Config > Knowledge Graph > KG Type**.
  - Enabling conditional responses removes extended responses. Disabling conditional responses permanently deletes all conditional response data.
  - Exporting as JSON includes conditional responses; CSV export does not.
</Note>

***


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