Q&A: exact answers

Build → Q&A holds exact answers. When a customer asks something similar — even in other words or another language — the agent uses your answer instead of searching your other content.

Add Q&A

• By hand: write the question the way customers ask it, and the answer you want them to get. It's used immediately.
• Import a CSV: two columns, question and answer.
• From the API: POST /api/v1/agents/{id}/qa (reference).

Fix a wrong reply

In Activity → Chat logs, open a chat and click Improve this answer under any AI reply. Write the correct answer — it becomes a Q&A pair (labelled From improved answer) and the agent uses it from then on.

Why this answer? under a reply shows how the question was understood, the knowledge used, any matched Q&A and the confidence — handy for finding the page that caused a wrong answer.

Learned from your team

When a chat your team answered is closed, the AI looks for answers other customers will need too and suggests them under Activity → Needs review → Learned from your team. Nothing is added until you accept it. See Needs review.