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A Q&A source is a question paired with the exact answer you want the agent to give. Q&A pairs are the most precise way to train an agent — perfect for FAQs, policies, pricing, and any response you want to control word-for-word.

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When to use Q&A

Predictable answers

Use Q&A when the answer must be exact — refund policy, hours, pricing tiers.

Filling gaps

Add Q&A for questions your documents don’t cover well.

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Prerequisites

  • An agent (see Create an agent).
  • The question (as a customer would ask it) and the answer you want returned.

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Add a Q&A pair

1

Open the Knowledge Base

In the agent sidebar, go to Expertise → Knowledge Base.
2

Open the Q&A tab

Select New Knowledge Item, then open the Q&A tab.
3

Write the question

Phrase it the way a real customer would ask.
4

Write the answer

Enter the exact response you want the agent to give.
5

Save

The pair is indexed (usually quickly) and becomes live when Completed.
The Q&A tab of New Knowledge Item with a question and answer entered.

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Editing a Q&A

You can update an existing Q&A pair from the source list — change the question or answer and it’s re-indexed automatically. See Manage sources.

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Tips

  • Write the question in the customer’s words, not internal jargon — that’s how it gets matched.
  • Add a few variations of the same question as separate pairs if customers phrase it many ways.
  • Keep answers self-contained so they read well on their own in a chat reply.

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Troubleshooting

Another source may be a stronger match, or the question wording differs. Add a closer-matching question variation, and make sure conflicting older sources are updated or removed.

Upload a file

Manage & reprocess sources

Write instructions