Q&A Training

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 → Q&A tab.

Which FAQ collections your chatbot uses

Your chatbot can learn from more than one FAQ collection. The Q&A tab shows the collections it uses right now, how many questions each one holds, and whether those questions are trained.

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:

• Global collections are not included. A collection marked Global (available to all businesses) is only used when you select it by hand.
• A chatbot without a business has no automatic collections. Give the chatbot a business under Advanced → Scope, or pick collections by hand.

Choosing collections by hand

1. On the Q&A tab, click Advanced
2. Choose Manual: only the collections I pick
3. Tick the collections the chatbot may use. The list starts with the collections automatic mode uses right now.
4. Click Save collections

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.

Creating a collection

1. Go to the Q&A tab
2. Click New collection
3. Start adding question-and-answer pairs

The new collection belongs to the chatbot's business, so an automatic chatbot uses it right away. A chatbot in manual mode gets it added to its selection.

Adding Q&A Items

If the chatbot uses more than one collection, first pick the collection you want to edit in the dropdown above the list.

1. Click Add Item
2. Enter the question as your visitors would ask it (max 255 characters)
3. Enter the answer with all relevant details. Answers support Markdown formatting (bold, lists, links, headings, images).
4. Click Save

You can drag items to reorder them.

Adding Items with AI

If your plan supports it, click Add Items 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.

Import and Export

• Import: Upload a JSON, Excel, or CSV file with two columns: question and answer. Choose "Add" to merge with existing items or "Replace" to start fresh. Max file size: 2 MB.
• Export: Download all Q&A items as JSON or Excel.

When to Use Q&A

Q&A works best for core business facts that visitors commonly ask about:

• Address and location
• Phone numbers and contact info
• Opening hours
• Service area
• Pricing

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.

Q&A vs Exact Answers

Page Credits

Q&A items count toward your training page credits. Every 5,000 characters of combined question and answer text uses 1 page credit (minimum 1 per item). See Training credits for plan limits.

Tips

• Keep each Q&A focused on one topic. Don't combine "What are your hours?" and "Where are you located?" into one entry.
• Write the question as your visitors would ask it. Natural language works better than formal headings.
• Include all relevant details in the answer. The chatbot uses the full answer text as context.