Flows are great at grabbing the correct information from your Knowledge Sources, but some queries are simply too important to risk inconsistency. You can ensure consistent responses by adding pre-defined questions and answers. It’s also a great way to ensure the Chatbot’s answers match the ones in your FAQ.
Adding Questions & Answers
Navigate to Questions & Answers and click + Add Question:
Primary Question
This is the user’s query that triggers the answer. For example, “What’s the pricing?”
Secondary Question
Secondary questions let you easily link an unlimited number of similar queries. For example, for the pricing question, you can add secondary questions about the costs or the pricing plans.
Answer
The answer field features a full-fledged text editor, allowing you to craft complex answers, including images, tables, links, and formatting.
Category
Categories allow you to organize and keep track of various knowledge sources. Each Q&A must belong to a category. The naming and coloring of categories is entirely up to you.
Linking secondary questions
You can add more secondary questions at any time.
To do this, click + Add Question and switch to the Secondary Questions tab:
- Select the primary question you want to link to.
- Input the secondary question.
TIP: To add more questions simultaneously, simply click the + Add secondary question button.
Managing Questions
Besides editing and deleting existing Questions and Answers, you can also manage the attachment of Secondary Questions:
If you’d like to change the attachment of a secondary question, click the Link icon next to the secondary question. Then, pick a new primary question from the dropdown menu:
To detach secondary questions and turn them into primary ones, click the unlink icon:
Frequently Asked Questions
How many Q&As can I create?
This depends on your subscription plan. It ranges from 50 Q&As for the Starter plan to unlimited for the Agency plan. A single primary question can have any number of secondary questions linked.
What are the Q&A categories?
Categories span across all of your knowledge sources. Their goal is to help you organize better. Each new knowledge source must be categorized. However, naming and managing the categories is entirely up to you.
Can I turn a secondary question into a primary one?
Yes, simply click the delink icon next to the secondary question. Delinking the question will turn it into a primary one. If you only want to transfer the link to a different question, click the link icon and pick the new primary question.
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