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Knowledge Sources

Building a Q&A list

Use Q&A entries to give the assistant exact answers for the questions you care about most.

A Q&A entry is a question and the answer you want the assistant to give for it. Q&A is the most direct way to control how the assistant talks about a topic — and the easiest fix when a website crawl produces an answer that is almost-but-not-quite right.

When to use Q&A

  • The question is asked often and you want a consistent, exact answer.
  • The information lives in a place the crawler cannot reach (a third-party portal, a private system, your team’s heads).
  • You tested the assistant and a specific answer is wrong — Q&A overrides whatever the website source returned.
  • You are launching a new product or policy and want the assistant to know about it before your website is updated.

Adding a Q&A entry

  1. Open your assistant and go to Sources → Q&A.
  2. Click Add entry.
  3. Type the question the way a customer would actually ask it.
  4. Type the answer the way you want the assistant to deliver it.
  5. Save.

The entry is indexed immediately. There is no crawling delay.

Writing good Q&A entries

Make the question conversational. Customers do not phrase questions like FAQs. Write:

Do you ship to Canada?

instead of

Shipping eligibility — Canada.

Cover variations naturally. The assistant uses semantic search, so a single entry usually covers many phrasings of the same question. You do not need a separate entry for “do you ship to Canada”, “can I get this shipped to Toronto”, and “international shipping to Canada”.

Make the answer self-contained. Write the answer as if it is the entire reply. The assistant may rephrase slightly to match the visitor, but it will not invent extra context.

Include the specifics. Numbers, days, prices, and links are exactly what makes a Q&A entry better than a generic page. “Standard delivery to Canada is CAD 14.95 and arrives in 5–8 business days” beats “Yes, we ship to Canada.”

Keep it short. A few sentences is usually enough. If your answer needs three paragraphs, consider whether it should be a documentation page or a PDF instead.

Editing and removing entries

Q&A entries are easy to manage:

  • Edit any entry directly in the Q&A list.
  • Delete entries that no longer apply.
  • Search for entries by keyword to find the one you want to update.

Changes take effect immediately on the next conversation.

Using Q&A as overrides

When the assistant gives a reply you do not like, the fastest path to a fix is almost always:

  1. Note the question the visitor asked.
  2. Add a Q&A entry with that question and the correct answer.
  3. Re-test in the Chat tab.

You do not need to fix the underlying website page or PDF first. Q&A is the override layer.

Limits

Each plan has a limit on the number of Q&A entries per assistant. You can see the current count on the Sources page.

Tips

  • Build Q&A from real conversations. Open the Conversations tab, look for questions the assistant struggled with, and add a Q&A entry for each one. Within a few weeks the assistant gets noticeably sharper.
  • Use Q&A for “meta” questions. Things like “what is your refund policy”, “how do I contact support”, “are you GDPR compliant”, “what payment methods do you accept” are perfect Q&A material.
  • Keep one source of truth. If the same fact lives in three sources and they disagree, the assistant gets confused. When you add a Q&A entry, make sure it does not contradict your website.

Next steps