You can upload knowledge base items and variants to Agent Studio using a .csv file, PDF, or URL. This is useful when migrating from another system, doing bulk updates, or working with external teams.

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CSV

import
There are two separate import tools — one for the knowledge base and one for variant management. Each one has its own required format.

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Knowledge base format

The knowledge base importer expects a file with these columns:
ColumnRequiredNotes
TopicThe title of the KB topic.
Sample QuestionsUse \n to separate multiple questions within one cell.
ContentMain answer text.
ActionsOptional: workflows (handoff, SMS, function, etc.)
The final column must be named Actions (plural). Using Action (singular) will trigger a generic upload error: “Problems occurred when uploading csv file.”

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Variant management format

The Variant importer expects a CSV with a header row listing all the variant attribute names (e.g. site, location, language). Each row defines one variant and its values. 
name,location,language
Site 1,New York,en
Site 2,Barcelona,es
  • The first column is always the name of the variant.
  • Other columns match the attribute names you’ve defined in the Variant UI.
Importing a CSV here will overwrite any existing variants. Re-download the template if you’re unsure of the current format.

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Tips

  • Use the CSV templates provided in the UI.
  • Always preview changes before clicking Import.
  • If something fails, check for:
    • Incorrect or missing header names (especially Actions)
    • Commas inside fields (wrap field in double quotes)
    • Non-UTF-8 encodings

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PDF

You can upload knowledge base topics directly from a PDF. This is useful when converting existing documents like guides and policy documents into structured KB topics.
  • Each page becomes a series of separated knowledge base topics.
  • Content is automatically extracted from the body text.
Formatting, tables, and complex layouts may not convert perfectly. Always preview the imported topics and edit as needed.

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URL

You can also import knowledge base topics by providing a public URL. The page contents will be extracted and separated into various KB topics. This is useful for pulling content from existing web help centers or documentation pages.
When importing from URL, any existing content for that topic will be overwritten.
This method works best with clean, article-style pages. Complex web apps, forms, or interactive content may not be imported correctly.