> ## Documentation Index
> Fetch the complete documentation index at: https://docs.insitechat.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Q&A — Override AI Answers

> Override AI-generated responses with pre-written answers for the questions where accuracy matters most.

**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](/concepts/system-prompts) for tone control and [What is RAG?](/concepts/what-is-rag) for how retrieval works on everything else.

## When to use custom q\&a

<CardGroup cols={2}>
  <Card title="Pricing questions" icon="dollar-sign">
    Provide exact plan costs, discounts, and billing terms — no AI interpretation, no drift.
  </Card>

  <Card title="Policy questions" icon="file-contract">
    Lock in accurate answers about refunds, shipping, cancellations, terms, and privacy.
  </Card>

  <Card title="Product specifications" icon="list-check">
    Deliver precise technical details, compatibility, and feature availability.
  </Card>

  <Card title="Contact information" icon="address-book">
    Direct visitors to the right support channels, sales reps, or office locations.
  </Card>

  <Card title="Compliance topics" icon="shield-check">
    Maintain full control over regulated, legal, or safety-critical information.
  </Card>

  <Card title="Brand messaging" icon="bullhorn">
    Ensure consistent positioning, taglines, and key messages across every conversation.
  </Card>
</CardGroup>

<Note>
  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.
</Note>

<Tip>
  **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.
</Tip>

## Add a custom q\&a pair

<Steps>
  <Step title="Open your dashboard">
    Log in to InsiteChat and select the chatbot you want to configure.
  </Step>

  <Step title="Go to q&a">
    Click the **Q\&A** tab.
  </Step>

  <Step title="Add a new pair">
    Click **Add pair**.
  </Step>

  <Step title="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."
  </Step>

  <Step title="Write the answer">
    Enter the answer in the **Answer** field. Be specific and complete. The chatbot delivers this answer exactly as written.
  </Step>

  <Step title="Save">
    Click **Save**. The pair is immediately active.
  </Step>
</Steps>

## 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.

<Tip>
  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.
</Tip>