Agent Q&A

What is Q&A?

Q&A pairs are predefined questions and answers that your AI agents use to provide consistent, accurate responses. Unlike sources which provide general knowledge, Q&As give you precise control over how specific questions are answered.

Q&As are stored in a shared library and must be assigned to agents to take effect.

Why Use Q&A?

• Consistency — Ensure the same question always gets the same answer across all agents
• Accuracy — Control exact wording for important topics like pricing, policies, or legal information
• Override — Correct responses the agent gets wrong from other sources
• Continuous Improvement — Use FAQ Suggestions to identify and address common questions

FAQ Suggestions

This is a powerful feature that automatically identifies frequently asked questions from real conversations with your agents. Instead of guessing what customers might ask, you get data-driven insights into what they're actually asking.

How It Works

The system tracks questions asked across all your agents. When a question is asked multiple times (default: 5 or more times), it appears in your FAQ Suggestions panel. You can then review these suggestions and convert them into permanent Q&As with one click.

FAQ Suggestion Details

Each suggestion shows:

• Question — The frequently asked question
• Answer — The AI's current response (if available)
• Total Count — How many times the question has been asked
• Agent Breakdown — Which agents received this question and how often
• Page Context — Which pages visitors were on when asking

Working with FAQ Suggestions

From the Q&A page, click "Show FAQs" to view suggestions. For each suggestion you can:

• View Details — See which agents and pages the question came from
• Create Q&A — Convert the suggestion into a permanent Q&A with pre-filled data
• Delete — Remove the suggestion if not relevant

You can also select multiple suggestions for bulk deletion.

Creating Q&As

Single Q&A

To create a Q&A manually:

1. Click "Add" to open the creation modal
2. Enter a Q&A Name — Internal identifier (max 40 characters)
3. Enter the Question — What users might ask (max 256 characters)
4. Enter the Answer — The response to provide (max 256 characters)
5. Set Page Reference(s) — Either "Show on all pages" or specific URLs where this Q&A applies
6. Click "Add Q&A" to save

Bulk Upload

For importing multiple Q&As at once:

1. Click "Add" and switch to the "Bulk Upload" tab
2. Drag and drop .txt files or folders, or click to browse
3. Review the parsed Q&As in the table
4. Edit names, questions, answers, or page references as needed
5. Click "Add X Q&As" to import all

File Format

Text files should use a simple Q: and A: format:

Q: What is your return policy?
A: We offer a 30-day return policy for all unused items.

Q: How do I contact support?
A: You can reach us at support@example.com or through the chat widget.

Managing Q&As

Q&A List

The main view displays all your Q&As in a searchable, sortable table. You can:

• Search — Filter by name, question, or answer text
• Sort — Order by name, date created, question, page reference, feedback, or agent count
• Select — Choose individual or all Q&As for bulk operations

Viewing & Editing

Click any Q&A to view its details. From the detail view you can:

• See the full question and answer
• View page references
• Check feedback scores (positive/negative from user interactions)
• Edit the question, answer, or page references

Assigning to Agents

Q&As must be assigned to agents to take effect. To assign:

1. Select one or more Q&As from the list
2. Click the "Assign" action (or use bulk assign for multiple)
3. Select which agents should use these Q&As
4. Confirm the assignment

The agent count column shows how many agents are currently using each Q&A.

Unassigning from Agents

To remove Q&As from agents, select them and use the "Unassign" action. This removes the Q&A from all assigned agents while keeping it in your library.

Deleting Q&As

Q&As that are assigned to agents cannot be deleted directly. You must first unassign them from all agents, then delete.

Page References

Page references control where a Q&A is displayed or prioritized. You have two options:

• Show on all pages — The Q&A is available everywhere the agent is active
• Specific URLs — The Q&A is only relevant on specified pages (e.g., https://yoursite.com/pricing)

This helps you provide context-aware responses based on what page a visitor is currently viewing.

Feedback Tracking

Q&As track user feedback from chat interactions. Each Q&A shows positive and negative feedback counts, helping you identify which answers are working well and which need improvement.

Low or negative feedback scores indicate Q&As that may need revision.

Best Practices

• Review FAQ Suggestions regularly — Check weekly to catch new common questions and turn them into permanent Q&As
• Keep answers concise — The 256 character limit encourages focused, clear responses
• Use page references wisely — Context-specific Q&As perform better than generic ones
• Monitor feedback — Update or remove Q&As with consistently negative feedback
• Combine with sources — Use Q&As for specific, frequently asked questions, and sources for broader knowledge
• Name Q&As descriptively — Good names make it easier to find and manage your library as it grows