Q&A knowledge base for consistent answers

Instant overview

The Q&A knowledge base stores your most important questions and answers in a structured format.
Agents rely on it to reply to clients without inventing details, so your communication stays accurate and consistent across all channels.

Where it shines

Support for digital products and services

• Collect typical “how to” questions once and let the assistant handle them instead of first-line support.
• Example: a SaaS company keeps 30–40 core questions about tariffs, access, and billing in the knowledge base, reducing repetitive chats for the support team.

Sales teams that need clear product positioning

• The knowledge base fixes how you explain benefits, pricing, and differences between plans.
• Example: a training center stores answers “What result will I get?”, “How long does the course last?”, “What is included in the price?”, so every manager — human or AI — sells similarly.

Franchise and partner networks

• When multiple branches communicate with clients, the knowledge base guarantees that rules, guarantees, and conditions are the same everywhere.
• Example: a franchise network of beauty studios uses the knowledge base to keep uniform policies on guarantees, vouchers, and promotions in all cities.

How to use it in the UI

1. Open the agent in Dashboard → Agents and go to the Knowledge base / Q&A section.
2. Add core questions and answers manually: start with the most frequent 10–20 questions from chats, email, or managers.
3. Import Q&A via file if you already have an FAQ in Google Sheets or Microsoft Excel — convert it to CSV and upload so you don’t retype content.
4. Group questions by themes (pricing, product, delivery, guarantees, onboarding) so it’s easier to maintain and expand over time.
5. Test answers in the chat: ask the assistant the same questions a client would ask and correct wording directly in the knowledge base.
6. Review statistics and dialogs in the Leads / Conversations section to see which questions appear most often and which answers should be improved.

Related articles

• Learn how your agents collect the raw information for these answers in Smart data collection with form fields.
• See how every answer and question is stored per contact in Lead management with full dialog history.
• If you sync AI answers directly into CRM, combine the knowledge base with CRM integrations that deliver ready-to-work leads.