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The Q&A section lets you create direct question-and-answer reference content. Use it when visitors ask a predictable question and your team wants the assistant to answer with a clear approved response.

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When to use Q&A

Q&A works well for:
  • Frequently asked questions
  • Pricing explanations
  • Delivery or return rules
  • Support handoff instructions
  • Simple troubleshooting steps
  • Short policy answers
Use Q&A when one question should have one clear answer. Use Texts or Files for longer topics that need more context.

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Create a Q&A document

  1. Open Reference Documents for the selected domain.
  2. Select Q&A.
  3. Enter a clear title.
  4. Write the visitor question.
  5. Write the approved answer.
  6. Save the Q&A document.
  7. Review it in the document list.
  8. Preview it before activation.
  9. Activate it when the assistant should use it.

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Write the question

Write the question in natural visitor language. Good question examples:
  • “How do I change my plan?”
  • “Can I cancel my subscription?”
  • “Where can I find my invoice?”
  • “How long does delivery take?”
Avoid team labels that visitors would not type.

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Write the answer

Write the answer exactly as you want the assistant to explain it to visitors. Good answers:
  • Start with the direct answer
  • Include any important conditions
  • Explain the next step
  • Tell the visitor when to contact your team
  • Avoid unnecessary team-only wording
If the answer depends on a customer-specific account detail, explain the general rule and direct the visitor to your support channel for account-specific help.

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Maintain Q&A content

Review Q&A documents when:
  • A frequently asked question changes
  • A price, plan, or policy changes
  • Visitors keep asking the same follow-up question
  • Feedback shows that an answer is unclear
Deactivate outdated Q&A documents before adding replacements so the assistant does not use conflicting answers.