Questions and answers
Give your agent exact answers to common questions so it responds accurately and consistently every time.
Q&A sources are question-and-answer pairs. Use them when the answer must be exactly right, or when your website doesn’t answer a common question clearly.
Add a question and answer
Open the Q&A tab
In your agent, go to Build > Knowledge. In Add knowledge, select Q&A.
Write the question
Enter the Question as a customer would ask it, for example “What are your business hours?”
Write the answer
Enter the Answer, for example “We are open Monday to Friday, 9 AM to 5 PM.” Then select Add Q&A.
Your agent doesn’t need customers to use the exact wording. It also uses the answer for questions that mean the same thing, like “When are you open?”
Good uses for Q&A
- Opening hours, contact details, and locations
- Refund, return, and cancellation rules
- Questions your agent answered wrongly in the Playground or in conversations
- Answers that should always point to a specific link