Q&A pairs

A Q&A pair is a question with the exact answer you want visitors to get. When a visitor asks something that matches, agents prefer your answer over what they found on your pages. Use Q&A pairs for the facts that must be right every time: prices, delivery times, opening hours, return rules, what you don't offer.

Add a Q&A pair

A question can be up to 1,000 characters and an answer up to 8,000. A site can have up to 2,000 Q&A pairs.

How agents use Q&A pairs

When a visitor asks a question, ASDK searches your whole knowledge by meaning, not by exact words. A Q&A pair whose question matches is ranked ahead of passages from your pages, so its answer becomes the basis of the reply. Two things follow:

• Visitors don't have to use your wording. "Can I get it delivered to Toronto?" can match "Do you ship to Canada?".
• The agent still writes the reply. It answers in the visitor's language and fits the answer to the question, but keeps to the facts in your pair. Keep the answer complete, so nothing has to be filled in from elsewhere.

Like files, Q&A pairs have no web address, so a reply based on one shows no source link. If visitors should be able to read more, include the link in your answer, written out as the full address.

Write pairs that match well

• One question per pair. "Do you ship to Canada and how much does it cost?" is two pairs.
• Ask like a visitor. Use their words, not internal terms. Add separate pairs for very different phrasings of an important question.
• Answer in full sentences. Start with the direct answer ("Yes.", "No.", "$49 a month."), then the details.
• Say what you don't do. "Do you offer on-site installation?" with "No, we don't install on site. We send a step-by-step guide and support by phone." stops the agent from saying it doesn't know.
• Keep dates and prices current. A Q&A pair wins over your pages, so an outdated pair beats an updated page. Review pairs when prices change.

Find, edit and delete pairs

• Search questions and answers filters the list as you type.
• Each pair shows who added it and when it was last updated. Edit opens the same dialog; Save updates the pair, and agents use the new answer within seconds.
• Delete removes the pair after you confirm. Agents stop using it right away.

Q&A pairs belong to one site. For a fact that applies to several sites, add the pair to each of them.

Statuses

Where Q&A ideas come from

The best Q&A pairs answer questions your visitors actually ask:

• Questions the agent couldn't answer. As the Inbox rolls out, its insights list these knowledge gaps, sorted by how often they were asked, with a button to answer them with a Q&A pair. See Insights and knowledge gaps.
• Your support inbox. The ten questions your team answers most often by email are a good start.
• Sales calls. Questions about pricing, contracts, security reviews and integrations that come up before a deal.

Q&A pairs, text snippets or pages?

Related: Fix wrong answers.