Q&A Training

Q&A lets you add question-and-answer pairs that your chatbot can draw from. Each entry covers one specific topic, making it very reliable for common business questions.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Training → Q&A tab.

Setting Up Q&A

Your chatbot links to one FAQ collection. If you don't have one yet:

  1. Go to the Q&A tab
  2. Click Create a new FAQ
  3. Start adding question-and-answer pairs

Adding Q&A Items

  1. Click Add Item
  2. Enter the question as your visitors would ask it (max 255 characters)
  3. Enter the answer with all relevant details. Answers support Markdown formatting (bold, lists, links, headings, images).
  4. Click Save

You can drag items to reorder them.

Adding Items with AI

If your plan supports it, click Add Items with AI to generate Q&A pairs from pasted text. Review the generated items before saving. The AI can also suggest alternate phrasings for questions.

Import and Export

  • Import: Upload a JSON, Excel, or CSV file with two columns: question and answer. Choose "Add" to merge with existing items or "Replace" to start fresh. Max file size: 2 MB.
  • Export: Download all Q&A items as JSON or Excel.

When to Use Q&A

Q&A works best for core business facts that visitors commonly ask about:

  • Address and location
  • Phone numbers and contact info
  • Opening hours
  • Service area
  • Pricing

Each Q&A entry is a single, focused piece of knowledge. When someone asks "what is your address?", the chatbot finds your Q&A entry much more reliably than if the address is buried in a large webpage.

Q&A vs Exact Answers

Q&A Exact Answers
How it's used Used as context for the AI to generate a natural response Matched by similarity, returns the fixed answer directly
AI involvement AI generates the response using the Q&A as context AI is bypassed for close matches
Best for Common questions where the AI should phrase the answer naturally Critical responses where you need exact wording (legal, safety, pricing)
Alternate phrasings Not needed (the AI understands variations) Supported via extra triggers

Page Credits

Q&A items count toward your training page credits. Every 5,000 characters of combined question and answer text uses 1 page credit (minimum 1 per item). See Training credits for plan limits.

Tips

  • Keep each Q&A focused on one topic. Don't combine "What are your hours?" and "Where are you located?" into one entry.
  • Write the question as your visitors would ask it. Natural language works better than formal headings.
  • Include all relevant details in the answer. The chatbot uses the full answer text as context.