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Q&A is one of four source types on the Content tab. Define a question, its common variations, and one fixed answer. It is built for the phrasing you know customers actually use that is not written down anywhere on your site or in your documents.

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Add a Q&A pair

  1. Open the Content tab and click Add Content in the top-right corner.
  2. Choose Add Q&A from the dropdown.
  3. Give the entry a name.
  4. Enter the question — including any phrasing variations customers commonly use for it.
  5. Enter the answer the employee should give.
  6. Save. The entry is queued for the next training cycle; see Keep knowledge accurate.
Rather than relying on the employee to infer the right answer from a larger document, a Q&A entry gives it an exact question paired with an exact answer, referenced whenever that question — or something sufficiently close to it — comes up in a live conversation.
Add Q&A dialog with name, question, and answer fields

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When Q&A is the right source

Q&A works best for facts that should never drift — pricing, hours, shipping windows, refund windows — where you want one exact, approved answer regardless of how the question is worded. Combine Q&A with links and documents rather than choosing one — Q&A locks down the exact answers customers ask about most, while links and documents give the employee broader coverage for everything else.