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 → AI agent in the top menu → click your chatbot → Training → Knowledge to see your questions.
Your chatbot can learn from more than one FAQ collection. With one selected collection, its questions appear directly in Knowledge. With several selected collections, open a collection folder to see its questions. Click a question to edit it directly. Clicking the collection name under a question opens that collection.
By default the selection is automatic: the chatbot learns from every FAQ collection that belongs to its business. A new collection, or a new question in an existing one, is picked up on its own. You never have to link anything by hand.
Two things to know about automatic mode:
In manual mode the chatbot uses exactly the ticked collections, and nothing else. New collections are not added on their own. An empty selection means the chatbot uses no FAQ knowledge at all.
Chatbots that existed before this option was introduced are in manual mode with the collection they had. Nothing changed for them. Switch to automatic if you want every collection of the business to be used.
Choose ··· → FAQ collections → + New collection in Knowledge, or click + New collection beside the Collection field when adding or editing a question. Enter a name and click Create collection.
The new collection belongs to the chatbot's business. An automatic chatbot uses it right away. For a chatbot using a manual selection, it is added to that selection.
If no collection exists, saving your first question creates a collection called FAQ. Opening the form and cancelling does not create anything.
The Setup → FAQs page uses the same question editor, collection field and optional dates. To move a question, edit it and choose another collection. Chatbots follow their collection settings: a chatbot that only uses the old collection will no longer use the moved answer.
For import, export, question ordering or AI generation, open Setup → FAQs. A collection folder's ··· → Manage collection menu opens the same page.
If your plan supports it, open a collection in Setup → FAQs, then choose ··· → Add questions 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.
Q&A works best for core business facts that visitors commonly ask about:
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.
For a matching question or start phrase, the chatbot is instructed to keep your complete answer, including conditions, steps, links and lists. It may adapt the opening or translate the answer into the visitor's language. A shorter visitor message does not mean the answer should be shortened.
For example, an entry called Order gas can explain how to order and include the order form link. The entry does not need to end with a question mark.
If a visitor asks about just one part, the chatbot can use that part. Test exact wording, different wording and follow-up questions after saving. Keep dated information clear and up to date.
Use specific instructions for behaviour rules, such as how to handle a complaint. Use lead flows to collect visitor details.
Each FAQ item can have a Valid from date, a Valid until date, or both. Leave both empty to use the answer without a date limit.
Both dates are inclusive. An answer valid until 17 October is available throughout 17 October in the chatbot's time zone. At the start of the period, the item is added to the search index. After its final day, it is removed. This runs every minute and uses the normal training queue, so allow time for processing. The item remains in your FAQ list and can be edited. Date changes are processed automatically.
These dates control when the bot may use the answer. They are not the date of an event mentioned in the text. For example, information about a November event can be available in October.
JSON, CSV and Excel exports include valid_from and valid_until. Imports accept these optional columns as YYYY-MM-DD. An old two-column import keeps existing dates when updating an answer. An empty date column clears that limit. Invalid date ranges are rejected before replacing existing items.
Q&A items count toward your training page credits. Usage is based on pooled question-and-answer characters. Collections shared within the same account are not charged once per linked chatbot. See Training credits for plan limits.