Please visit for detail documentation: https://amplifyreach.com/resources/chat-bot/faq-chatbot.html On Freshdesk: 1. Login to your Freshdesk account Note your Domain URL, eg: https://youraccount.freshdesk.com/ 2. Go to “Profile Settings” 3. Find and copy your “API key” Knowledge Base 1. Export Knowledge Base from Freshdesk System, in the below excel format 1.1 Title: Title to be displayed in the FAQ overlay 1.2 Question: Frequently asked question list 1.3 Answer: Frequently asked answers for the respective questions 1.4 Link: Business page FAQ URL if you want customer to take to your knowledgebase (FAQ page) * Note: Coming soon auto importer of Knowledge Base from your Freshdesk account into AmplifyReach Solution. On AmplifyReach: 1. Go to Bot Studio -> My Conversations from the left menu. 2. Click on KNOWLEGEBASE option 3. Click on Add new KNOWLEGEBASE to open a new knowledgebase wizard 4. Import Knowledge base excel file 5. Configure the Knowledge base as per documentation 6. Add the Knowledge base to the conversation 7. Test & Refine 8. Go Live