Give the chatbot the exact answer to your most common questions
Q&A lets you write a question and the reply yourself, word for word. When a customer asks it, the chatbot uses your answer instead of working one out.
Use this when a question comes up again and again and the wording of the reply matters — your opening hours, your returns rule, who you are. It is also the place to make a question do something, such as tagging the person or passing them to an agent.
Step by step
Open the Q&A trainer
Go to Chatbot > Training > Q&A. This is where you add questions and answers by hand.
Write the question and its variations
The Question field holds the user messages that trigger the answer. People phrase things differently, so add as many variations as you need — for example "Who are you?", "What are you?" and "Are you a bot?" can all point at the same reply.
Write the answer
The Answer field is the text used to reply. Write it the way you would want an agent to say it. You can include the merge field {language} in the answer.
Set data and actions if the question needs to do more
Use Set data and actions to store user values when the question is asked — those values show in the user details panel. In the same place you can perform an action: assign a department, an agent or a tag, or trigger human takeover.
Settings reference
| Setting | What it does |
|---|---|
| Question | The user messages that trigger this answer; add a variation for every way people ask it. |
| Answer | The text the chatbot uses to reply, and where the merge field {language} can be used. |
| Set data and actions | Sets user values when the question is asked and performs an action such as assigning a department, an agent or a tag, or triggering human takeover. |
Good to know
Variations are what make it fire
The chatbot matches on the Question field, so one phrasing covers less ground than five. Add the wording your customers actually use, not only the tidy version.
The data you set is visible to your team
Values stored through Set data and actions appear in the user details panel, so an agent picking up the conversation can see what the person asked about.
A question can pass the person to a human
Human takeover is one of the actions available on a Q&A entry. That helps with questions you never want the bot handling alone, such as a complaint or a cancellation.
Q&A can reach your own systems
Q&A also supports tools calling, so an answer can draw on live information rather than fixed text. That is a more advanced setup and has its own guide.
Common questions
How many question variations should I add?
Can the answer react to the customer's language?
Can a Q&A entry route the conversation?
Can a question hand the customer to a real person?
Where do I find Q&A in the panel?
Can a Q&A answer pull live data from my systems?
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