Q&A pairs are explicit question-and-answer items. They're the most powerful tool in Sources for getting exactly the right answer to exactly the right question.
When to use a Q&A pair
- The answer must be word-for-word correct
- The wrong answer is expensive (legal, billing, refunds)
- You've seen the agent get it slightly wrong using other sources
- The question gets asked all the time
How to add a pair
- Open Sources → Q&A
- Click Add Q&A pair
- Enter the question as a customer would phrase it
- Enter the exact answer the agent should give
- Click Save
Writing great questions
The agent matches a customer's question to your Q&A pair via meaning, not exact wording. So you only need one phrasing — but getting the phrasing right helps:
- Use the words customers actually use ("how much" beats "what is the cost")
- Keep it short and natural
- If the same answer covers several variants, add multiple pairs
Writing great answers
- Be direct — don't bury the answer in qualifiers
- Match the agent's voice (matches your system prompt)
- Include a follow-up suggestion when natural ("Want me to start one for you?")
- Avoid links unless absolutely needed — say what's at the link instead
Tip
A solid baseline: pick the 10 questions support handles most frequently and create a Q&A pair for each. Watch your support load drop within days.
Updating answers
Click any pair in the list to edit. Saved changes apply immediately — no re-training delay.
What Q&A pairs are not for
- Long-form content (use a text or file source instead)
- Reference data that changes frequently (use a URL with re-crawl)
- Per-customer answers (use an Agent Action that pulls from your system)