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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:
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

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Returns & Refunds

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Account & Billing

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Product Information

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Business Information

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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:
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.