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Q&A pairs give you the most control over how your agent responds to specific questions. When a visitor asks something that closely matches one of your questions, the agent uses your exact answer.

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How to Create Q&A Pairs

1

Open your Knowledge Base

Select your agent and click Knowledge Base in the sidebar.
2

Choose Q&A Pairs

Select the Q&A pair option.
3

Add your question and answer

Write the question as your customers would ask it, then provide the answer you want your agent to give, and click Add (or press Ctrl+Enter). Add as many pairs as you like — each can be removed before saving, and a running token count keeps track.
4

Save

Click save to add all your pairs to the knowledge base.

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When to Use Q&A Pairs

  • FAQs — Your most common customer questions with precise, approved answers.
  • Pricing questions — Ensure your agent always gives the correct, current pricing.
  • Policy responses — Return policies, SLAs, guarantees — anything that needs to be exact.
  • Sensitive topics — Control exactly how your agent responds to compliance or legal questions.

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Tips for Effective Q&A Pairs

  • Write questions naturally — Use the same words and phrasing your customers use, not formal or technical language.
  • Create variations — Add multiple versions of the same question (e.g., “What’s your refund policy?” and “Can I get a refund?”) to improve matching.
  • Keep answers concise — Short, clear answers work better than long paragraphs.
  • Update regularly — Review and update your Q&A pairs when policies or information change.
Q&A pairs work alongside your other knowledge sources. The agent considers all sources when answering, but Q&A pairs give it strong, specific guidance for matching questions.

Next: Deploy Your Agent

Embed your trained agent on your website.