Add media content

Multimedia FAQ answers can include images and videos alongside text. This lets you provide richer, more informative responses to end user queries.

Supported media types

You can include the following media types in FAQ answers:

• Images: Still images such as product photos, diagrams, or step-by-step screenshots.
• Videos: Hosted video content such as tutorials or demonstrations.

Add media to FAQ entries

Media is defined per FAQ entry in the .csv file when you create or update the FAQ.

The .csv file uses the following columns for media:

An FAQ entry can include text only, text with an image, text with a video, or all three. Leave the column value empty if the entry does not use that media type.

Example

The following entry includes a text answer and a video:

questions;answer;image;video
How do I configure a chatbot?;See the documentation at /answers;;https://www.youtube.com/watch?v=GxZw1X03ooc

The following entry includes a text answer and an image:

questions;answer;image;video
Where is the nearest pick-up point?;Visit our pick-up location at 123 Main Street.;https://example.com/images/pickup-location.png;

Media hosting requirements

Ensure the following:

• The URL is stable and will not change over time.
• The URL does not require authentication to access.
• The image or video file is in a format supported by the channel through which the end user receives the response.