Add Q&A pairs
Create a concise, canonical question-and-answer source for a policy, correction, or repeated customer question.
When one exact answer matters more than a whole document, open Sources → Content and select Q&A. Q&A pairs work well for a current policy, a narrow exception, or a correction. Store these facts as Q&A pairs so the agent finds them directly, without a crawl.
Create a pair
Enter a Question and an Answer. Both fields must contain text. Then select Add Q&A. The system embeds the pair immediately. You can use it as soon as the save succeeds. Write the question in the customer's own words. Write an answer that stands alone. Do not create more than one pair for the same rule with different answers.
Test wording and boundaries
Open Playground. Ask the stored question. Then ask a paraphrase of it. This test checks more than exact wording. When a customer asks in a natural way, the agent must find the same policy. If the answer is correct but the tone is wrong, adjust the system prompt. Do not add another Q&A pair only to fix the style.
Edit or remove a pair
Use the list controls to edit, re-embed, or delete a pair. When you edit and re-embed a pair, the system updates its stored knowledge to match the new text. When you delete a pair, you permanently remove it and its embeddings. Before you delete the only copy of a policy, confirm that another source contains it.
When you create or edit a Q&A pair, the system indexes it immediately. As a result, the retrain worker does not refresh these pairs automatically. When the underlying policy changes, review the Q&A pairs. For long-form material, use files, website crawls, or Notion sources.