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A Q&A pair is a single question and its canonical answer. It’s the most direct way to control what your agent says. If you only invest in one knowledge format, make it this one.

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Add Q&A pairs

1

Open Knowledge

Sidebar → Knowledge → New source → Q&A pairs.
2

Name the source

Group related pairs, e.g. “Returns FAQ”, “Shipping FAQ”.
3

Add rows

Click Add pair and fill in:
  • Question — how a customer would phrase it
  • Answer — the exact reply you’d want the agent to give
4

Pick an agent and save

Indexed in seconds.

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Writing great pairs

The question should sound like a real customer, not a doc heading:
❌ Weak✅ Real customer voice
”Returns procedure""How do I return an item?"
"Shipping destinations""Do you ship to Belgium?"
"Hours of operation""Are you open on Sunday?”
The answer should be copy-pastable into a reply: 
Q: How do I return an item?
A: No problem — you have 30 days from delivery. Reply with
   your order number and we'll email a prepaid return label.
   Refund lands within 5 business days after we receive the item.
Short. Specific. Has a next step.

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Cover the 20 most common questions

Pull your inbox’s last 500 conversations and group by intent. The top 20 questions usually cover 80% of volume — write a pair for each. This is the highest-ROI single thing you can do for your agent’s accuracy.

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Multiple phrasings

Customers ask the same thing three different ways. Add separate pairs for each, pointing at similar answers: 
Q: Where's my order?
Q: I haven't received my package
Q: When will my order arrive?
→ same answer about how to check tracking + when to contact us
Don’t try to merge them — separate pairs match better in search.

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Editing pairs

Open the source in Knowledge → edit any row inline → save. Changes re-index immediately. Deleted pairs are removed from the index within seconds.

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Exporting pairs

Click the source → ⋯ → Export CSV. Handy for bulk editing in a spreadsheet then re-uploading.

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When NOT to use Q&A pairs

  • For a narrative document (use file upload or text snippet).
  • For live, changing data like order status (use a tool instead, e.g. Shopify order lookup).