Instant Answers (Q&A Pairs)

Create exact, reusable answers for common questions and attach supported media when the answer needs it.

Instant Answers (Q&A Pairs) are best for high-value questions where wording and policy accuracy matter. They improve retrieval but do not bypass your agent's safety and channel constraints.

Each matched Instant Answer uses one message credit on every channel. This cost stays at one credit even when the agent uses an AI model with a higher message multiplier. Creating, editing, enabling, or disabling an Instant Answer does not use message credits.

If your agent has the built-in store enabled, a matching standalone question can still receive the saved Instant Answer word-for-word, including any attached media. Order-control messages, such as confirming or cancelling an order, stay with the store workflow so an Instant Answer cannot intercept them. Use the Media Library when you want media to support generated store replies instead of one saved Q&A response.

Add the question

Write the most common visitor wording. Add enough context to distinguish it from similar questions. Questions that share most of their wording but differ by a key term (for example, connecting two different channels) are treated as separate questions, so create an Instant Answer for each one you want covered.

Write and format the approved answer

Use headings, emphasis, lists, links, and emoji when they make the answer easier to scan. Include required conditions, exceptions, and next steps. Keep links complete and do not include secrets.

Add optional images, audio, or video

Attach up to five PNG, JPEG, GIF, WebP, MP3, M4A, WAV, WebM, OGG, or MP4 files. Each file can be up to 10 MB. Add media only when it helps the visitor; some connected channels may deliver it differently or omit it. For media-first content (a demo video, a map, a voice explainer), the Media Library is usually the better home.

Save and test variants

Saving records the answer immediately and prepares it for search in the background. Wait a short moment, then ask the exact question and at least two natural variations. Confirm the same approved meaning is preserved.

Search existing Instant Answers (Q&A Pairs) before adding another. Conflicting answers make maintenance and retrieval less reliable.

Enabled Instant Answers also power the Help tab in your chat widget, where visitors can browse and search them directly. Answers keep the formatting you wrote: headings, bold text, lists, and links display as intended.

The Help tab only appears when the agent has at least one enabled Instant Answer. If you disable or delete every answer, the tab is hidden automatically until you add one again.
Media attached to an answer is delivered in chat but is not shown in the Help tab.

Manage existing answers

The list below the form is a searchable table of every saved answer. Use the preview action to see the answer exactly as it is delivered, including attached media. Use the edit action to change the question or answer, or to temporarily disable an answer without deleting it; changes are prepared for search automatically. Deleting an answer removes it and its attached media.

Correct an answer from the Inbox

When the chatbot gives an incomplete or incorrect answer, open the conversation and select Fix answer below that chatbot message. Fetchply copies the nearest visitor question and the chatbot response into an editable Instant Answer.

Check that the copied question matches what the visitor was asking.
Replace the response with the approved answer. Use the formatting toolbar for headings, emphasis, lists, links, or emoji when useful.
Optionally select Add image, audio or video to attach supporting media or a recorded voice file from your device.
Select Save Instant Answer. Fetchply automatically updates a matching Instant Answer instead of creating a conflicting copy. Existing media is preserved, and new media is added. If the matching answer was disabled, saving enables it again.
Test the original question and a few natural variations in the widget or connected channel.

The saved Instant Answer changes future responses. It does not rewrite the historical message in the conversation.

Troubleshooting Inbox corrections

Fix answer is not shown: Ask an owner or administrator for permission to manage knowledge sources.
The question field is empty: The earlier visitor message may not be available or may contain only an attachment. Enter the intended question before saving.
Fetchply reports a conflicting Instant Answer: Open Instant Answers, review the answers that use this question, and keep one approved version before trying again.
The file cannot be attached: Check that it is one of the supported image, audio, or video formats, is not empty, and is 10 MB or smaller. An Instant Answer can contain up to five media files in total.
The Instant Answer already has five media files: Open Instant Answers, remove media you no longer need, then return to the Inbox and save the correction again.
Media does not appear in a connected channel: Test the answer in that channel. Some channels limit supported media types or deliver only the written answer.
A newly saved answer is not used immediately: It may still be preparing for search. Wait a short moment and test again. Do not create a duplicate while it is processing.
The answer was saved but is not active yet: Keep the dialog open and select Save Instant Answer again. Any media from the first save is already attached, so you do not need to select it again. Retrying updates the same answer rather than creating another copy.
Saving fails: Keep the dialog open and try again. Your corrected wording and selected files remain in the form unless the message says the answer was already saved.
Enabling, disabling, or deleting fails: The Instant Answer remains unchanged. Check your connection and try the action again.