Adding questions and answers manually

While monitoring your conversations, you might find questions by users that your bot couldn't answer or answered wrong. The first step would be to improve your documentation, knowledge base article, SOP or other document in which this answer could be placed. However, sometimes you need a quickfix or the answer is something you don't want to make publicly available.

Introducing: Manual Q&As

To cover this scenario you can create a manual Q&A. You can do this from the sidebar:

Or from the actual question in the conversations log (you'll find a button stating Turn into Q&A):

Creating a manual Q&A

The creation form is very straightforward. It lets you enter a question and the answer:

Below the form you'll find your existing Q&As. This is also where you can delete them (for example because you updated your documents later to contain this answer).