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Edit, add, or bulk-update FAQs to keep your agent’s answers current. Use quick single-topic edits for small changes, CSV imports for seasonal refreshes, or work directly in the interface for new topics.
Prefer natural language? Ask Wren, for example “tighten the refund answer to mention the 30-day window”, “add a topic for store hours: 9-5 Mon-Fri”, “create topics from https://example.com/faq”. Changes land on a Branch you review before publishing.

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Quick reference

Always test in a Branch first and only publish once the change is validated. Details are in Environments & versions.

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Edit an existing topic

  1. Click the topic you want to change.
  2. Update text directly in the Answer panel.
  3. Click Save.
  4. Test the change on your Branch in Sandbox, then click Publish to push it to Live.
Common fixes:

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Add a new topic

  1. Click + Topic.
  2. Enter a clear title.
  3. Add at least three sample questions–think of real user wording.
  4. Write the Answer in plain language.
  5. Save and preview.

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Bulk edits

Large updates are faster in a spreadsheet.
  1. Click Export CSV to download a CSV file containing all of your FAQs.
  2. Edit or add rows in your spreadsheet app.
    • Keep column headers exactly as exported.
    • Leave IDs intact for topics you’re editing; new rows will create new topics.
  3. Save as CSV.
  4. Click Import CSV and upload the file.
  5. Review the diff, then Confirm import.
Keep column headers exactly as exported. New rows (without an ID) create new topics; rows with an existing ID update that topic.

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Publish your changes

  1. Open the Publish menu at the top right.
  2. Choose Compare changes to check your Branch against Live.
  3. Click Publish.
  4. Add a publish message and confirm.
If you want to test with a real phone number or widget first, move the Branch to Staging (Branches and Sub-branches modes only). See Staging.

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Common workflows

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Weekly content update

  1. Review analytics for knowledge gaps (5 min)
  2. Add or update 3-5 topics (15 min)
  3. Test in Agent Chat (5 min)
  4. Compare changes against Live (2 min)
  5. If needed, move the Branch to Staging to test on a real phone number or widget (3 min)
  6. Publish to Live (3 min)
Total time: ~30 minutes

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Seasonal content refresh

  1. Export current topics to CSV (2 min)
  2. Update seasonal information (hours, policies, etc.) (20 min)
  3. Import updated CSV (5 min)
  4. Test seasonal queries in Agent Chat (10 min)
  5. Publish to Live (5 min)
Total time: ~45 minutes

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Fixing a knowledge gap

  1. Identify the gap from call logs or analytics (5 min)
  2. Create new topic or update existing (5 min)
  3. Add sample questions matching user phrasing (3 min)
  4. Test with actual user queries (5 min)
  5. Publish to Live (5 min)
Total time: ~25 minutes

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Automate with the Agents API

CSV round-trips work well for occasional refreshes. When the source of truth is another system, such as a help center, CMS, or internal spreadsheet, syncing via the API keeps topics current without manual exports.
The Agents API has full CRUD for knowledge base topics, so you can run the sync on a schedule rather than exporting and importing CSVs by hand.

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When to ask for help

Contact PolyAI support if you need help with:
  • Migrating content between separate projects
  • Undoing a large import that has gone wrong
You can add Python functions yourself – see Level 2: Using tools. For multi-language setup, see Multi-language updates.
Last modified on September 15, 2026