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Import articles from CSV

Upload a CSV file to create many question-and-answer (Q&A) articles at once. Use this when moving FAQ content from a spreadsheet or preparing content offline.

On this page

  • Prerequisites (knowledge base type and permissions)
  • Steps in the UI
  • CSV columns and format
  • Limits
  • State of articles after import

Before you import

  • The knowledge base must be an Article type—not a document-type knowledge base.
  • You need permission to manage articles in that knowledge base (same as creating articles manually).
  • Each row needs a title (question) and body (answer). Column 3 and beyond are optional.

Import from the UI

  1. Open the Article knowledge base where you want new articles.
  2. Near the article list, choose Import and upload a .csv file.
  3. Check the row count in the completion message, then review articles in the list.
Tip

Imported articles are Published immediately—there is no draft step. They are available in search and AI features right away.

CSV format

Columns are positional (header labels are ignored)

Row 1 is treated as a header row and does not become an article. Each row from row 2 onward creates one article.

ColumnRequiredMaps toNotes
1YesTitle (question)Cannot be empty
2YesBody (answer)Cannot be empty; HTML allowed
3OptionalKeywordsLine breaks inside the cell = multiple keywords
4+—(ignored)Not imported

Example

question,answer,keyphrase
"What is your return policy?","You may return within 30 days of order.","returns
refund"
"I forgot my password","Use Forgot password on the sign-in page.","password"

Labels like question are for humans only—the system uses column order.

Keywords (column 3)

  • Leave the cell empty if you do not need keywords.
  • For multiple keywords, put line breaks inside the same cell. Commas and spaces do not split keywords.

File and length limits

ItemLimit
Data rows (excluding header)1,000 rows
File size200 MB
Title255 characters
Body (visible text, HTML stripped for count)5,000 characters
EncodingUTF-8, Shift JIS, or CP932 (UTF-16 is not supported)

After import

  • One row → one new article (version 1).
  • Status is Published—not the draft state you might use when creating articles by hand.
  • Search indexing is part of the import; articles are usually findable immediately.
  • No duplicate check. Importing the same file twice creates two sets of identical articles.
  • The completion screen shows row count only, not article IDs—confirm in the article list.

Common errors

Message or symptomWhat to do
Knowledge base is not Article typeChoose an Article knowledge base
Not enough columnsProvide at least title and body columns
Missing data on a rowFill columns 1 and 2 for that row
Title or body too longShorten to within the limits
Too many rowsSplit into files of 1,000 rows or fewer and import separately
Encoding errorRe-save as UTF-8 or Shift JIS