Import/Export of knowledge


You can import and export knowledge from your back office. To do so, visit the Content > Import/Export page.

You can navigate through this menu to see the status of your knowledge items and then import/export them.

Massive import

Perform a massive import of knowledge in excel format. A template is available.

For mass imports, click Choose file and select the file you want to import. Click Import to confirm import.

Quick export

Perform an export of data associated with your knowledge base. To do so, select the data and click Export.

Advancement state

Advancement state allows you to have a global overview of your knowledge base (knowledge distribution, tag view). You can perform an Excel export of this data by clicking the Export to Excel button.

Predefined answers

You can import predefined answers. A template is available.

To import your predefined answers (via the template), click Upload file and select your file. Then click Import to validate the import of your predefined answers.


This page allows you to export untranslated knowledge and import the knowledge to translate.


This feature allows you to make mass changes in the URLs used in your knowledge base.

2 types of URLs can be replaced under this feature:

  • URLs inserted to a piece of text in your answers;

  • URLs used as an option for the answers in the "redirections" field.

Therefore, URLs that are used directly in an answer can not be replaced by using this feature.

Steps to follow

  1. Click on Export and an Excel file will be downloaded on your computer.

  2. Several columns are listed in the file among which:

  • urlType: this column indicates the type of URL: ACTION_TEXT if the URL is inserted to a text; REDIRECT_URL if it's used as a redirection.

  • urlOld: this column shows the complete URL currently used in your knowledge base.

  • urlNew (column to fill out): in this column, you will put the new URLs you want to use in your knowledge base. If not all the URLs need to be replaced, leave the column empty so that changes will not be made to these knowledge items.

    Note: the format of the new URL should always be identical to the old one, which means starting with the prefix https.

  1. Fill out the urlNew column with the target URLs. Save your file and click Choose file then Import.

  2. When it's done, you will get notified by having an XML file downloaded automatically to your computer.

Keep in mind that:

  • deleting lines of the Excel file will impact neither the import nor your knowledge base.

  • however, deleting columns of the file will make the mass changes feature unusable. You will not get notified of any errors but the URLs will stay unchanged.

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