# FAQs (/knowledge/faqs)



FAQs give you precise control over how the assistant answers specific questions.
Each FAQ is a question paired with the answer you want the assistant to use. Open
an assistant, select **Knowledge**, then open the **FAQs** tab.

## Add a single FAQ [#add-a-single-faq]

1. Select add a FAQ, then choose the single entry option.
2. Write the **question** the way a visitor might ask it.
3. Write the **answer** in the rich text editor. A thorough answer gives the
   assistant more to work with, so aim for a complete response rather than a
   single line.
4. Save the FAQ.

The assistant uses your FAQs alongside its other knowledge, so a well written FAQ
steers it toward the answer you prefer for that question.

## Import many FAQs at once [#import-many-faqs-at-once]

If you already have a list of questions and answers, you can import them in bulk
rather than typing each one.

1. Select add a FAQ, then choose the import option.
2. Provide your file of questions and answers in the expected format.
3. Confirm the import.

This is the fastest way to seed a large FAQ set, for example when moving existing
help content into Ciele.

## When to use a FAQ [#when-to-use-a-faq]

FAQs are the right tool when:

* A question has one correct answer you want used every time.
* The answer is not stated clearly anywhere in your other knowledge.
* You want to shape tone or wording for a sensitive topic.

You can also surface a specific FAQ instantly from a
[starter button](/assistants/quick-replies), which gives visitors a one tap
path to a common answer.