Questions & answers

Q&A pairs are high-priority training data. Use them when retrieval keeps missing a common question, when you want deterministic wording, or when a question just isn't covered by your files or URLs.

Adding a Q&A

In Knowledge → Q&A tab, fill in the form:

┌─ New Q&A ─────────────────────────────────────────────────┐
│                                                           │
│  TITLE (optional)                                         │
│  [ Returns & refunds                                    ] │
│                                                           │
│  QUESTION                                                 │
│  [ What is your return policy?                          ] │
│                                                           │
│  │ Alternate phrasings — each matched independently       │
│  │ [ Variation 1 — e.g., "How do I return an item?"    ] ✕│
│  │ [ Variation 2                                        ] ✕│
│  + Add variation                                          │
│                                                           │
│  ANSWER                                                   │
│  ┌──────────────────────────────────────────────────────┐ │
│  │ We offer a 30-day return policy for all products...  │ │
│  │                                                      │ │
│  └──────────────────────────────────────────────────────┘ │
│                                                           │
│                                          [ Add Q&A ]      │
└───────────────────────────────────────────────────────────┘

The four fields

• Title — optional, internal label. Useful when you have dozens of Q&A pairs and want to tell them apart at a glance.
• Question — required. The canonical phrasing. Keep it close to how a real user would ask.
• Variations — optional. Each one is retrieved independently, so add a few different phrasings users might try. Click Add variation to add as many as you need; click the × to remove one.
• Answer — required. Can be several sentences. The chatbot uses this as the source of truth and lightly rephrases it into the conversation.

When to use Q&A

• Correcting retrieval misfires — the chatbot is pulling the wrong document. Write the correct answer as a Q&A pair and it'll dominate.
• Filling gaps in your other content — "Are you hiring?" probably isn't in your help center but gets asked.
• Locking wording — you want the bot to always say "business days," not "weekdays". Q&A pins the phrasing.
• Multi-step instructions — answers can be multi-paragraph with bullet lists.

When NOT to use Q&A

• Rapidly-changing info — prices, stock, hours. Use a Q&A only if it won't change in a month; otherwise update the underlying site and re-crawl the URL.
• Long-tail questions — Q&A shines on the top 20% of asks. Trust retrieval from files/URLs for the long tail.
• Content already in docs — if it's already in a file or URL that retrieval is finding correctly, don't duplicate.

Editing and deleting

The Q&A list below the form shows every pair. Click one to edit it inline. The trash icon deletes. Both actions flag the chatbot for retrain.

Bulk import

For more than a handful of pairs, import a CSV. See Bulk Q&A import.