Q&A
Add an approved answer and the ways customers ask for it, then train before it can be used
Q&A#
Q&A is an approved answer for a specific customer request. Add the question, the other ways people ask it, and the answer you want used. Q&A is not a general document, a dated promotion, or a communication style.
| Q&A | Text or files | Learned Style | |
|---|---|---|---|
| Holds | The answer you wrote for listed questions | Reference material the agent can use | How replies sound |
| Also include | Alternate questions, and photos or video the reply should show | The document or note itself | Nothing factual |
| Becomes available | After you train it | After you train it | After you select it in Guidance |
Past chats can suggest a Q&A. Importing Messenger or Instagram history does not publish that answer. Review it here, then train it. Style learned from those chats stays in Learned Style.
Add a Q&A#
- Open Agent Studio → Data sources.
- Choose Add source, then Q&A.
- Enter a title, at least one question, and the answer.
- Choose Add question for other phrasings of the same request.
- Optionally add context. Context is background for the agent, not the reply, and it is not a place for passwords or secrets.
- Optionally attach images or video that should appear with this answer.
- Choose Add Q&A.
- When the row says Ready to train, choose Train agent.
- Test the questions you wrote in Playground.
Write the answer as a complete reply. "Check the website" is not enough when the customer asked for the fact itself.
Q&A status#
| Status | What to do |
|---|---|
| Ready to train | The answer is saved and still needs training. |
| Processing | The answer or its media is still being prepared. Wait. |
| Training | It is being added to the agent's knowledge. |
| Trained | Test the main question and the alternate phrasings. |
| Needs attention | Open it, fix the error, and use the offered retry. |
| Removed | It is out of active knowledge. Restore it before training if you still want it used. |
If a trained Q&A is missed, add the phrasing the customer actually used and train again. Missing answers and conflicts across sources are reviewed in Source Health.