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Documentation Index

Fetch the complete documentation index at: https://docs.insitechat.ai/llms.txt

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InsiteChat custom Q&A pairs let you override AI-generated answers with pre-written responses for the questions where accuracy matters most — pricing, refund policy, hours of operation, support escalation paths. Manually curated Q&A entries always take priority over content extracted from your website or documents. When a visitor’s question matches one of your pairs, your exact answer is delivered verbatim. See System Prompts for tone control and What is RAG? for how retrieval works on everything else.

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When to use custom q&a

Pricing questions

Provide exact plan costs, discounts, and billing terms — no AI interpretation, no drift.

Policy questions

Lock in accurate answers about refunds, shipping, cancellations, terms, and privacy.

Product specifications

Deliver precise technical details, compatibility, and feature availability.

Contact information

Direct visitors to the right support channels, sales reps, or office locations.

Compliance topics

Maintain full control over regulated, legal, or safety-critical information.

Brand messaging

Ensure consistent positioning, taglines, and key messages across every conversation.
Custom Q&A pairs always override auto-extracted content from your website crawler and uploaded documents. The top 2 matching pairs are injected first into the AI’s context — guaranteed, every time.
Paraphrases match automatically. InsiteChat embeds each Q&A question as a 768-dimensional vector, so a pair phrased “What is your refund policy?” will also match visitors who type “Do you offer refunds?”, “Can I get my money back?”, or “How do refunds work?” — without you having to add every variation.

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Add a custom q&a pair

1

Open your dashboard

Log in to InsiteChat and select the chatbot you want to configure.
2

Go to q&a

Click the Q&A tab.
3

Add a new pair

Click Add pair.
4

Write the question

Enter the question in the Question field. Write it the way a real customer would ask it — for example, “How do I cancel my subscription?” rather than “Cancellation process.”
5

Write the answer

Enter the answer in the Answer field. Be specific and complete. The chatbot delivers this answer exactly as written.
6

Save

Click Save. The pair is immediately active.

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Tips for writing effective q&a pairs

Write questions the way customers actually ask them. Check your support inbox, live chat transcripts, and search queries for real phrasing. The closer your question matches what visitors type, the more reliably InsiteChat surfaces the right answer. Keep answers concise and direct. Answer the question and stop. Long answers with unnecessary context are harder for visitors to read and may reduce satisfaction. Cover common variations. If the same question gets asked multiple ways — “What’s your refund policy?”, “Can I get a refund?”, “Do you offer refunds?” — add separate pairs for each variation, all pointing to the same answer. Use specific questions, not broad topics. “What payment methods do you accept?” works better than “Payments.” The more specific the question, the more accurately InsiteChat matches it to a real visitor query. Keep answers current. When your pricing, policies, or product changes, update the relevant Q&A pairs immediately. Stale custom answers are worse than no custom answer because they always take priority.
Start by adding your top 10 most common support questions as custom Q&A pairs. These are the questions your team answers most often — and the ones your chatbot will handle most frequently. Getting these right first delivers the most immediate value.