Q&A (intents)

What Q&A is for

Q&A items are curated “intents”: short, deterministic answers for questions you must get right.

Use Q&A when:

• the answer should be exact (pricing rules, refunds, eligibility, legal language)
• you want consistent phrasing across agents, workflows, and widgets
• you need an operationally safe fallback for common customer questions

Creating a Q&A item

From Knowledge → Q&A you create an intent with:

• Question (required): the customer’s question (write it like a real message)
• Objective (required): what a correct answer should accomplish (outcome + constraints)
• Answer (required): the response to return
• Action (optional): additional structured data for downstream automation (if used)
• Tags (optional): comma-separated

Writing high-quality intents

• Make the question realistic: include colloquial phrasing and short variants.
• Keep the answer operational: tell the user what happens next; include required steps/links.
• Avoid ambiguity: if the answer depends on a condition, either branch in workflows or write separate intents.
• Match your brand: keep tone consistent with how humans reply in Shared Inbox.

When to use Websites vs Q&A

• Use Q&A for “must be right” answers.
• Use Websites for broad coverage and canonical source-of-truth pages.
• Use Files for internal playbooks and long-form references.

Next:

• Using knowledge in workflows