The Q&A section in a BoldDesk library lets you manage question-and-answer content used by your AI Agent. From the selected library, you can:

• Add Q&A manually
• Import Q&A in bulk from a supported file
• Export Q&A from the library

If you are moving existing Q&A content into a library in BoldDesk, you can use the Export option in the source Q&A section to download the data and then import that file into the required library.

This helps you move existing Q&A content more easily without recreating each entry manually.

Prerequisites

Before you add, import, or export Q&A in BoldDesk, make sure that:

• You have access to BoldDesk
• A library already exists in BoldDesk
• The Agent must have AI Agent Builder Full Access. Explore How to Configure AI Agent Builder Access Permission.
• For import, the file includes the required question and answer columns
• For migration, you have already exported the Q&A file from the source location

Open the Library Where You Want to Manage Q&A

1. Sign in to BoldDesk.

2. In the left navigation pane, click the AI icon to open the AI Center.

3. Click Knowledge Sources.
   

   
   
   

4. On the Libraries page, select the required library from the list. You can choose any library in which you want to add, import, or export Q&A content.
   

   
   
   

5. In the selected library, click the Q&A tab. The Q&A page displays the available Q&A entries in that library and provides the Import, Export, and Add Q&A options.
   

   
   
   

Add Q&A in a Library

Use this option when you want to create a Q&A entry manually in the selected library.

To add a Q&A entry:

1. Open the required library in BoldDesk.

2. Click the Q&A tab.

3. Click Add Q&A.
   

   
   
   

4. In the Add Q&A dialog, enter the following details:

   • Title – Enter a title for the Q&A entry.
   • Question – Enter the question you want to add.
   • Add question – Click this option if you want to include additional questions in the same Q&A entry.
   • Answer – Enter the answer for the question.
   • Number of Chunks – Specify the chunk size value for the Q&A entry.

5. Click Add.
   

   
   
   

The Q&A entry is added to the selected library and becomes available as part of that library’s content.

Import Q&A Into a Library

Use this option when you want to add multiple Q&A entries at once from a supported file.

This is also the recommended method if you are moving existing Q&A content into a library in BoldDesk.

To import Q&A:

1. Open the required library in BoldDesk.

2. Click the Q&A tab.

3. Click Import.
   

   
   
   

4. In the Import Q&A dialog, upload the file or drag and drop it into the upload area.

5. Select the required file.

6. After the file is uploaded and validated, click Import.
   

   
   
   

After the import is completed, the Q&A entries are added to the selected library. This lets you move existing Q&A content into BoldDesk without manually recreating each entry.

Export Q&A From a Library

Use this option when you want to download the Q&A entries from the selected library.

To export Q&A:

1. Open the required library in BoldDesk.

2. Click the Q&A tab.

3. Click Export.
   

   
   
   

BoldDesk downloads the available Q&A entries from the selected library.

You can use the exported file for backup, review, or reuse in another process.

When to use Add, Import, or Export

Use Add Q&A when:

• You want to create individual Q&A entries manually
• You only need to add a small number of questions and answers

Use Import when:

• You want to add multiple Q&A entries in bulk
• You already have Q&A content in a supported file
• You are moving existing Q&A content into a library in BoldDesk

Use Export when:

• You want to download existing Q&A content from a library
• You want to keep a copy of the current Q&A data
• You want to reuse or review the Q&A entries outside the library

Frequently Asked Questions

1. Can I manually create a Q&A entry in BoldDesk?
   Yes. Use the Add Q&A option in the library’s Q&A tab to create a Q&A entry manually.

2. What file types can I use to import Q&A into BoldDesk?
   You can import Q&A files in the following formats:

   • XLS
   • XLSX
   • XLSM
   • XLSB
   • CSV

3. What is the maximum file size supported for Q&A import?
   The maximum supported file size is 2 MB.

4. Can I drag and drop the Q&A file during import?
   Yes. In the Import Q&A dialog, you can either upload the file or drag and drop it into the upload area.

5. Can I export Q&A and import it into another library in BoldDesk?
   Yes. You can export Q&A data from one location and import that file into the required library in BoldDesk.

6. Do I need a library before adding or importing Q&A?
   Yes. Q&A entries are managed inside a library, so you must first open an existing library in BoldDesk.