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Migrating a FAQ Spreadsheet to Rule Tables Without Breaking Customer Replies

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A FAQ sheet documents knowledge while a rule table executes it, so moving one into the other needs careful planning rather than a simple paste. The recommended process starts by sorting sheet entries into clusters such as pricing, shipping, sizing, after-sales, and booking, which exposes duplicates and outdated rows to remove. Topics involving discounts or compensation should stay with a human, with rules only acknowledging them and routing the case to a person. Rules are then built around single intents with exact and keyword variants, ordered by specificity with a default fallback, and traced back to their source rows. The switch should be gradual, starting with a small traffic slice while tracking replies, escalations, and unmapped messages, and it should include predefined failure criteria and a one-step rollback.

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