This lets you define exact answers for specific questions your users ask.
It’s useful when you want full control over responses like FAQs, pricing, or policies.
Steps #
- Go to Edit
- Open Data Source
- Select the Q&A tab
- Click Add → Create Custom Answer
- Enter:
- Question
- Answer
6. Click Add Q&A
Your Q&A will appear under New
Train the Q&A #
To make it active: Click Refresh Agent
After this:
- Q&A moves to Trained
- AI uses your exact answer
When to use #
- FAQs
- Pricing details
- Policies
- Key business information
Important Notes #
- Answer limit: 5000 characters
- Q&A in New is not used by the AI
- Always click Refresh Agent after publishing
- You can edit or remove Q&A anytime
Tips #
- Write clear, direct answers
- Use natural language (how users ask questions)
- Keep responses short and easy to understand
Next, go to Preview and test if your agent responds with your custom answers.
If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
