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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&A

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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.

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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.

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Markdown Support

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

We offer **full refunds** within 30 days of purchase.

## Requirements
- Original receipt or order number
- Item in original condition

[Learn more about returns](/returns)

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Managing Entries

  • Search: Use the search bar in the Q&A tab to find specific entries.
  • Edit: Click on any entry to modify its question or answer.
  • Delete: Use the trash icon to remove an entry if it’s no longer relevant.

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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.

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Next Steps

Content Gaps

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

Website Crawling

Auto-crawl your website content.