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Q&A entries (formerly Text Snippets) let you manually add specific knowledge that isn’t easily captured by website crawling. They are perfect for FAQs, specific policy details, or handling common customer queries with precise answers.
Add Q&AAdd Q&A

Why use Q&A?

While crawling captures your website content, Q&A pairs allow you to:
  • Be precise: Control exactly how the AI answers common questions.
  • Fill gaps: Add information that isn’t yet documented on your site.
  • Priority: Q&A entries have high priority in the AI’s retrieval process.

Common FAQs

Store return policies, shipping times, or pricing.

Temporary Info

Holiday hours, temporary closures, or seasonal sales.

Internal Knowledge

Information known to support staff but not on the public site.

Acronyms & Jargon

Define industry-specific terms for your customers.

Adding a Q&A Entry

1

Navigate to Q&A

Go to Dashboard → Knowledge → Q&A
2

Add Q&A

Click Add Q&A
3

Enter Question

Enter the question in the Question field (e.g., “What is your refund policy?”).
4

Enter Answer

Write the response in the Answer field. Markdown formatting is fully supported.
5

Save

Click Save. The entry is immediately available for the AI to use.

Import from CSV

Already have your FAQ in a spreadsheet? Import it instead of adding entries one at a time. You can also use an import to update many existing entries at once.
1

Prepare the file

Save your spreadsheet as CSV. The first row must be a header with a question and an answer column, in any order. Other columns are ignored. Comma, semicolon, and tab separators all work. To start from an example, go to Knowledge → Q&A → Import CSV and click Download template.
2

Choose the file

Go to Dashboard → Knowledge → Q&A, click Import CSV, and choose your file.
3

Check the preview

Each row shows New, Will update, Unchanged, or the reason it will be skipped. Nothing is saved yet.
4

Import

Click the import button. Its label shows what it will save, for example Import 3 new, update 2. New rows become Q&A entries, rows that match an existing question update that entry, and the changes start indexing right away. Skipped rows are listed so you can fix them and import them in a second file.
A row is skipped when:
  • The question or the answer is empty.
  • The question is longer than 500 characters, or the answer is longer than 10,000 characters.
  • The question appears earlier in the file. Case and extra spaces are ignored.
  • Importing it would go over your plan’s page limit. Each new entry counts as 1 page; rows are imported in file order until the limit is reached.
You can import up to 1,000 rows per file. Answers can use Markdown. New entries are available to both your AI Agent and Copilot; mark individual entries Copilot only after the import if needed.

Update entries with a CSV

When a row’s question matches a Q&A entry you already have, the import updates that entry instead of adding a duplicate. Case and extra spaces are ignored when questions are compared. To update many answers at once, edit them in your spreadsheet and import the file again.
  • The entry gets the row’s answer, and the question as written in the file.
  • Rows whose question and answer are already the same show Unchanged and are not saved again.
  • A matching Suggested entry is updated and published.
  • The entry keeps its Available to (Copilot only) setting.
  • Updating a published entry does not use a page. Publishing a Suggested entry uses 1 page.

Markdown Support

The Answer field supports full Markdown, allowing you to format lists, bold text, and even links:

Images in answers

Text that the AI writes can contain images. A page or tool result that the AI reads could ask it to add an image whose address carries chat data to another server. So BubblaV loads an image in AI-written text only from a trusted place. This applies to chat widget answers, image link previews, the Search AI overview, the AI page, and AI text in the dashboard (Inbox, Copilot, answer suggestions, Ask BubblaV). An image in AI-written text loads when:
  • It is on the website where the chat widget or AI page runs, or on a subdomain of it (for example cdn.example.com when the widget runs on www.example.com), or on your connected store’s domain. In the dashboard, this is BubblaV, not your website.
  • It is on a store or site builder image server: Shopify, Haravan, BigCommerce, Wix, Squarespace, Webflow, Framer, Ticimax, Tiendanube, Hostinger Website Builder, or Duda.
  • The exact image address (same path and query) is in the pages or tool results the AI used for that answer. This rule works while the answer is shown live in the chat widget, the AI page, Ask BubblaV, and Search. When a conversation is opened again later, only the first two rules apply.
Other images show their alt text with an image icon. Image link previews show the title and link without the picture. If AI-written text contains HTML, BubblaV removes the parts that load content from other servers (video, audio, frames, embedded objects, picture sources, stylesheets, SVG, background images) and keeps the text. These still load as before:
  • Product cards. Their images come from the product data of your store or connected tools, or from the pages BubblaV crawled, not from the AI’s text.
  • Help Center articles. You write them, so all their images load.
  • The chat widget on Webflow sites. It keeps the previous version until BubblaV publishes a Webflow App update.

Videos in answers

A YouTube link, a Vimeo link, or a video file link (.mp4, .m4v, .webm, .ogv, .ogg, .mov) shows as a video card in the chat widget and in Help Center articles when the link stands alone in its own paragraph:
  • In the Answer editor and the Help Center article editor, paste the link on its own line.
  • In Markdown, leave an empty line before and after the link. In a chat message, send the link as its own message. A link inside a sentence, or on the next line without an empty line, stays a normal link.
What the visitor sees:
  • YouTube: a card with the video’s preview image, a play button, and a Watch on YouTube link. The visitor’s browser loads the preview image from YouTube (i.ytimg.com) before any click. In the chat widget and in Help Center articles, a click opens the video on YouTube in a new tab: YouTube does not play videos inside the widget frame. In the dashboard test chat, the video plays inside the card.
  • Vimeo: a dark card with a play button and a Watch on Vimeo link. The player loads from player.vimeo.com inside the card only when the visitor clicks play.
  • Video files: a video player with an Open video link. In chat answers, a video file plays only from the places where images load (see Images in answers). A file on another server stays a normal link. In Help Center articles, every video file plays.
The dashboard Inbox shows visitor, email, and bot messages with a normal link instead of a player. When BubblaV crawls your pages, it keeps YouTube and Vimeo embeds and video players with controls as links, so the bot can share them. This applies to new and re-crawled pages. The chat widget on Webflow sites gets video players with the next Webflow App update.

Managing Entries

  • Search: Use the search bar in the Q&A tab to find specific entries.
  • Edit: Open the ⋮ menu on an entry and click Edit to change its question or answer.
  • Delete: Open the ⋮ menu on an entry and click Delete.
  • Delete several entries: Tick the checkbox next to each entry, then click Delete in the bar above the list. To select every entry, tick the checkbox in the header row. If you have more entries than the list shows, also click Select all N Q&A entries. If you searched first, only the entries that match the search are selected.
  • Available to: Mark an entry Copilot only to hide it from your visitor-facing AI Agent while keeping it available to your team’s Copilot. You can also set this when creating or editing an entry.
Deleted entries are removed from your AI’s knowledge right away and cannot be restored. Only team members who can edit the website can delete entries.

Suggested answers

Some Q&A entries aren’t written by you — they’re learned from your conversations. These drafts appear with a Suggested badge and a “Learned from conversation” note:
  • Edit the draft to tweak the question or answer before it goes live.
  • Approve & publish to add it to your bot’s knowledge.
  • Discard to delete it — nothing is published without your approval.
See Self-Learning for where these drafts come from.

Best Practices

Keep entries focused. Instead of one large “Policies” entry, create separate entries for “Returns”, “Shipping”, and “Privacy”.
Phrase questions exactly like a customer would. Instead of “Return Policy”, use “How do I return an item?”.
Q&A entries act as “hard-coded” knowledge. Ensure you update them if your policies or products change.

Next Steps

Content Gaps

See what questions customers are asking that you haven’t answered yet.

Website Crawling

Auto-crawl your website content.