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Overview

Q&A sources allow you to define specific question-answer pairs that your agent can use when visitors ask common questions. Unlike web and text sources where the AI interprets content, Q&A pairs give you direct control over exactly how your agent responds to specific queries.
Q&A sources are perfect for frequently asked questions where you want guaranteed, consistent answers. When a visitor asks something matching a Q&A pair, the agent will use your exact answer rather than generating one.

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When to Use Q&A Sources

Q&A sources excel in situations where precision matters:
Use CaseExample
Common support questions”What are your business hours?” → Exact hours with timezone
Policy clarifications”What’s your refund policy?” → Word-perfect policy statement
Pricing inquiries”How much does shipping cost?” → Current shipping rates
Technical specifications”What’s the battery life?” → Precise specification
Compliance-sensitive answersLegal disclaimers, terms of service summaries
Brand messagingCompany positioning, unique value propositions
Q&A sources work alongside web and text sources. Use Q&A for questions requiring exact answers, and other sources for broader topics where the AI can synthesize information.

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Adding a Q&A Entry

To add a new question-answer pair to your agent’s knowledge base:
1

Navigate to Q&A Sources

Go to your agent’s Sources tab and select Q&A from the source type options.
2

Click Add New

Switch to the Add New tab to access the Q&A entry form.
3

Enter the Question

Type a question that visitors commonly ask. Write it naturally, as a real person would phrase it.Effective questions:
  • “What are your shipping options?”
  • “How do I reset my password?”
  • “Do you offer student discounts?”
Think about the different ways visitors might phrase the same question. The AI can match similar variations, but using natural language helps.
4

Enter the Answer

Provide the complete answer you want your agent to use. Be thorough but concise - include all necessary information without unnecessary padding.
5

Save

Click Add Q&A to save your entry. It will be added to your knowledge base and become available to your agent.

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How Q&A Matching Works

When a visitor asks a question, the system doesn’t just look for exact matches - it uses semantic understanding to find relevant Q&A pairs:
The AI understands meaning, not just keywords. If you have a Q&A for “What are your business hours?” it will also match:
  • “When are you open?”
  • “What time do you close?”
  • “Are you open on weekends?”
  • “Opening hours?”
When multiple Q&A pairs might be relevant, the system ranks them by relevance to choose the best match. If the visitor’s question closely matches a Q&A, that answer is prioritized.
Q&A answers can be combined with information from your web and text sources when the AI needs additional context to fully answer a visitor’s question.

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Managing Q&A Entries

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Viewing Your Q&A Pairs

All your Q&A entries appear in the My Sources tab when Q&A is selected:
  • Question - The question you defined
  • Answer - Preview of your answer content
  • Status - Processing status (Pending, Processing, Ready, Failed)
  • Created date - When the entry was added
  • Actions - Edit and delete options

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Editing a Q&A Entry

To update an existing Q&A pair:
  1. Find the entry in My Sources
  2. Click the Edit button (pencil icon)
  3. Modify the question or answer as needed
  4. Click Save Changes
After editing a Q&A entry, you’ll need to click Train Agent to reprocess the content and update your agent’s knowledge base with the changes.

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Deleting a Q&A Entry

To remove a Q&A pair:
  1. Find the entry in My Sources
  2. Click the Delete button (trash icon)
  3. Confirm the deletion
Deleting a Q&A entry means your agent will no longer have this targeted answer available. It may still answer similar questions using other sources, but without the precision of your Q&A pair.

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Bulk Management

For agents with many Q&A entries:
  • Use the search filter to find specific entries
  • Select multiple entries for bulk deletion
  • Sort by date to find recently added entries

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Best Practices

Your answer should fully address the question without requiring follow-up. Include all relevant details.Good example: Q: “What’s your return policy?” A: “We accept returns within 30 days of purchase. Items must be unused and in original packaging. Refunds are processed to your original payment method within 5-7 business days after we receive your return. Return shipping is free for defective items; otherwise, a $5.99 return label fee applies.”Poor example: Q: “What’s your return policy?” A: “30 days.”
Write questions the way real visitors would ask them. Avoid overly formal or technical language unless your audience uses it.Better: “How do I track my order?” Avoid: “What is the order tracking procedure?”
If information is already well-covered on your website (and imported as a web source), you don’t need a Q&A for it. Reserve Q&A pairs for:
  • Questions that need exact wording
  • Information not on your website
  • Clarifications of complex topics
Review Q&A entries regularly, especially for:
  • Pricing (update when prices change)
  • Hours (update for holidays/seasonal changes)
  • Policies (update when terms change)
  • Contact info (update when details change)
After adding Q&A entries, test your agent with various phrasings of each question to ensure it correctly uses your answers.

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Q&A Examples by Category

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Shipping & Delivery

Q: How long does shipping take?
A: Standard shipping takes 5-7 business days within the continental US.
   Express shipping (2-3 business days) is available for $12.99.
   Overnight shipping is available for $24.99 (order by 2 PM EST).
   Alaska, Hawaii, and international orders may take longer.

Q: Do you ship internationally?
A: Yes, we ship to over 50 countries! International shipping costs are
   calculated at checkout based on destination and package weight.
   Delivery typically takes 10-21 business days. Note that customers
   are responsible for any customs duties or import taxes.

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Returns & Refunds

Q: Can I return an item?
A: Yes! We offer hassle-free returns within 30 days of delivery.
   Items must be unused and in original packaging. Start your return
   from your Account > Order History page. Once we receive and inspect
   your return, your refund will be processed within 5-7 business days.

Q: How do I get a refund?
A: Refunds are processed automatically once we receive and verify your
   returned item. The refund goes to your original payment method and
   typically appears within 5-7 business days, though your bank may
   take additional time to post the credit.

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Account & Billing

Q: How do I reset my password?
A: Click "Forgot Password" on the login page and enter your email
   address. We'll send you a reset link valid for 24 hours. If you
   don't see the email, check your spam folder or contact support
   at support@example.com.

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, PayPal,
   Apple Pay, and Google Pay. All transactions are secured with
   256-bit SSL encryption.

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Product Information

Q: Is this product in stock?
A: Stock availability is shown on each product page. If an item is
   out of stock, you can click "Notify Me" to receive an email when
   it's back. Popular items often restock within 1-2 weeks.

Q: Do you offer a warranty?
A: Yes! All products come with a 1-year limited warranty covering
   manufacturing defects. Extended warranties (2 or 3 years) are
   available for purchase at checkout. Keep your receipt for
   warranty claims.

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Business Information

Q: What are your customer service hours?
A: Our support team is available:
   - Monday to Friday: 9 AM - 8 PM EST
   - Saturday: 10 AM - 6 PM EST
   - Sunday: Closed
   You can also email us anytime at support@example.com and we'll
   respond within 24 hours.

Q: Where are you located?
A: Our headquarters is in Austin, Texas. We don't have a physical
   retail store - we're an online-only company. This helps us keep
   prices low and ship directly to you!

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Common Issues

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Q&A Not Being Used

If your agent isn’t using your Q&A answers:
  1. Check the status - Ensure the Q&A shows as “Ready” in My Sources
  2. Train your agent - Click “Train Agent” after adding new entries
  3. Test exact phrasing - First test with your exact question to verify it works
  4. Check for conflicts - Multiple Q&As on similar topics may compete

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Answer Seems Incomplete

If the agent provides a partial answer:
  • Review your Q&A answer - is it complete?
  • Check if other sources have conflicting information
  • Consider whether the visitor’s question is broader than your Q&A covers

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Too Many Similar Q&As

If you have multiple Q&A pairs that overlap:
  • Consolidate similar questions into one comprehensive Q&A
  • Keep the most complete answer and delete redundant entries
  • Use text sources for broader topics that require multiple Q&A pairs

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Q&A vs. Text Sources

Not sure whether to use Q&A or text sources? Here’s a guide:
FactorUse Q&AUse Text
Content formatSingle question with specific answerMultiple topics or longer content
Answer precisionExact wording mattersAI interpretation is fine
Content lengthShort to medium answersLong-form content
Update frequencyChanges often (prices, hours)Relatively stable content
OrganizationStandalone questionsRelated information grouped together
When in doubt, try both! Add a Q&A pair for the most common phrasing of a question, and include the same information in a text source for broader coverage.

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Next Steps

Web Sources

Import content from your website pages.

Text Sources

Add custom text content to your knowledge base.

Test Your Agent

Verify your Q&A pairs work in the Playground.

Sources Overview

Learn about all source types and best practices.