Custom Q&A pairs are manually written questions and answers that you add directly to your chatbot’s knowledge base. When a visitor asks something that matches one of your custom pairs, that answer is used — regardless of what InsiteChat may have extracted from your website or documents.
When to use custom Q&A
Custom Q&A pairs are best for information where accuracy is critical and you want full control over the answer:
- Pricing — exact plan costs, discounts, and billing terms
- Policies — refund, shipping, cancellation, and privacy policies
- Product specifics — specs, compatibility, or feature availability
- Verified facts — any answer where an AI-inferred response would be risky or incorrect
- Common support questions — the top questions your team answers repeatedly
Custom Q&A pairs take priority over auto-extracted content from your website crawler and uploaded documents. If a visitor’s question matches a custom pair, that answer is always shown.
Add a custom Q&A pair
Open your dashboard
Log in to InsiteChat and select the chatbot you want to configure.
Go to Q&A
In the left sidebar, click Q&A.
Add a new pair
Click Add pair.
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.”
Write the answer
Enter the answer in the Answer field. Be specific and complete. The chatbot delivers this answer exactly as written.
Save
Click Save. The pair is immediately active.
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.
