Add text snippets and Q&A pairs to your agent
Add text snippets and Q&A pairs to an intoCHAT agent: when to use each, why Q&A answers rank first, and how to write pairs that match visitor questions.
Text snippets and Q&A pairs let you write knowledge yourself, without a website or a file. Both are added on the Knowledge tab, take effect after training and can be edited at any time.
Text snippets
A text snippet is any text you paste or write: a policy, opening hours, a product description, or details your website doesn't mention.
- Under Add knowledge, choose Text.
- Enter a Title, for example "Shipping policy". It is optional, but recommended.
- Paste or write the Content. The counter below shows its length in characters.
- Click Add text, then Train agent.
The title becomes the source name and is indexed with every passage of the snippet, which helps search find it. Without a title, the first words of the text are used.
Q&A pairs
A Q&A pair is one question with the answer you want your agent to give.
- Under Add knowledge, choose Q&A.
- Enter the Question, for example "What is your refund policy?".
- Enter the Answer.
- Click Add Q&A pair, then Train agent.
Both fields are required. The question becomes the source name.
How Q&A pairs rank
Q&A pairs are the most trusted kind of knowledge:
- When a pair closely matches a visitor's question, it is placed before any page, file or snippet.
- When several matches are close, the Q&A pair wins. When sources disagree, the model is told to follow your Q&A answer.
The agent still writes the reply itself, in the visitor's language and in the tone of your instructions, so it may shorten or rephrase your answer. Q&A pairs can't be marked as priority, because they already rank first. See How answers work for the full order.
When to use which
| Situation | Use |
|---|---|
| A frequent question that must be answered one way: prices, refund rules, delivery times | Q&A pair |
| A wrong or vague answer you noticed in the Playground or in Conversations | Q&A pair |
| Longer background on one topic: a policy, a product overview, what a service includes | Text snippet |
| Facts that are missing from your website or only shown in images there | Text snippet |
Writing tips
- One question per pair. Add separate pairs for separate questions instead of one pair that answers three.
- Use your visitors' words. Search matches on meaning and on keywords, so include the terms, product names and codes visitors actually type. If a question is asked in very different ways, add a second pair.
- Make each answer complete on its own. Include the link, price or condition the visitor needs.
- Keep answers under about 1,500 characters. A pair that fits in one passage is always found as a whole.
- One topic per snippet. Separate snippets about shipping and returns are easier to find than one long text about everything.
- Keep them current. An old Q&A answer outranks a correct, newer web page. When a fact changes, edit the pair and train again.
Text snippets and Q&A pairs count toward the agent's character limit like any other source. To edit, preview or delete them, see Managing sources.