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Knowledge base through Q&A

A Q&A (Question & Answer) section allows you to address common inquiries and provide helpful information to your users.

Create a Q&A​

  1. Navigate to Build → Knowledge bases in the top navigation bar.
  2. Click on the knowledge base you want to add a Q&A to, or create a new knowledge base as described in the Knowledge bases overview.
  3. Access the Q&A section.
  4. Click on the Add button to toggle the Add Q&A sidebar.
  5. Type the full question and answer.
  6. Click the Add button to save your Q&A.

Edit a Q&A​

  1. Locate the Q&A you wish to edit and click the three dots icon.
  2. Select Edit from the dropdown menu to open the editing interface.
  1. Update the question and/or answer fields with your desired changes.
  2. Click the Update button to save your modifications.

Upload a Q&A​

  1. Access the Q&A section.
  2. Click on the Upload button to toggle the Upload Q&A sidebar.
  3. Upload your .csv file using the accepted format. If you need a template, click Download CSV example to get a file with the correct format.

Once the file is uploaded, your Q&As will be processed and added to your knowledge base.

Tips for effective Q&As​

Follow these guidelines to create Q&As that produce accurate AI responses:

  • Use natural question phrasing - Write questions the way customers actually ask them
  • Include question variations - Add common alternative phrasings as separate Q&As
  • Keep answers focused - Address one topic per Q&A entry
  • Add context when needed - Include relevant background information in the answer
  • Avoid jargon - Use clear, customer-friendly language

Delete a Q&A​

  1. Locate the Q&A you want to delete and click the three dots icon.
  2. Select Delete from the dropdown menu.
  3. Confirm the deletion when prompted.

Next steps​

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