A question and answer pair is content you write yourself, in the words your customers actually use. It is the most reliable source in the system, and the first thing to reach for when the bot gets something wrong.
Adding them
- Knowledge → Add & Sources → Add Knowledge → Q&A for the pair builder.
- Import a CSV or JSON file for bulk loading.
- Re-importing a question that already exists updates it instead of creating a duplicate.
Writing good ones
- Use the customer’s wording in the question, not your internal terminology.
- Answer completely in the answer field. The bot may quote it almost verbatim.
- One fact per pair. Two facts in one answer means the bot cannot use half of it.