Skip to main content
A Q&A answer is one question, the other ways people ask it, and the one answer they should all get. When a customer asks that question, or something close to it, the agent gives your answer first, ahead of anything it finds on your website or in your files. Use one when a question has a single right answer that you want given word for word: your refund window, whether you deliver on Sundays, what happens if a payment fails. A note is better for background the agent should know but not quote, like a long policy or a price list.

​
Add a Q&A answer

1

Open Knowledge

Go to Agents → your agent → Knowledge and click Add a Q&A answer.
2

Write the question

Write it the way a customer asks it: “Do you offer refunds on annual plans?”
3

Add other ways of asking it (optional)

One per line, up to ten. “Can I get my money back on a yearly plan?”, “refund annual subscription”. The more of these, the more often the agent recognises the question.
4

Write the answer and click Save answer

Up to 4,000 characters, or about 3,000 in scripts like Japanese, Chinese or Thai, which take more room. It’s in use as soon as it’s saved.
You can also write one straight from Unanswered questions, where the question and the ways people asked it are filled in for you.

​
How the agent uses it

Each way of asking is matched against what the customer asked. When one is close enough, the agent gets your answer first and is told to give it. When it’s only on the same subject, for example a question about monthly plans when your answer is about annual ones, the answer is offered like any other passage and the agent decides whether it applies. Test a question shows which one happened: a Q&A answer used first is marked Your Q&A answer, used first.

​
Edit or remove one

Q&A answers are listed with your other sources. Click one to see its question, the other ways of asking it and its answer, then click Edit. The old answer keeps being used until the new one is saved. To remove one, use the bin icon on its row and confirm with Remove.