Q&A Pairs — Guarantee Accurate Answers From Your Free Chatbot

Why Use Q&A Pairs

Q&A pairs guarantee your agent answers important questions with specific, approved wording. They're given priority over other content, so your agent uses these answers first for matching questions.

Good use cases:

• Pricing — exact plans, costs, and what's included
• Policies — refund, return, and cancellation wording
• Contact info — phone numbers, email addresses, office hours
• Escalation — when and how to hand off to a human
• Critical FAQs — questions that must have a precise answer

How They Work

• Each pair stores a question and answer
• You can enable or disable individual pairs
• When enabled, your agent checks these pairs first when a visitor asks a question
• The agent matches visitor questions to your Q&A pairs based on meaning, so it can handle different phrasings of the same question

Managing Q&A Pairs

From Dashboard → Agent → Sources → Q&A:

• Create new pairs with a question and answer
• Edit existing pairs to update wording
• Enable/disable pairs without deleting them
• Delete pairs you no longer need
• Maximum 20 Q&A pairs per agent

Best Practices

• Write questions close to how real visitors ask them
• Keep answers concise with one clear outcome
• Use multiple pairs instead of one giant answer covering many topics
• Test Q&A pairs in Test Chat to verify they're being matched correctly