Questions and Answers Data Source

Introduction

The Questions & Answers (Q&A) feature is a powerful tool designed to enhance your Expert's knowledge base and provide quick, accurate responses to common queries. This feature significantly improves user experience and engagement by allowing you to customize how your Expert responds to specific questions.

The Q&A feature supports three types of responses:

1. Standard Expert Responses
2. Fixed Responses
3. Form Responses

These responses integrate seamlessly with Expert conversations, providing a natural and efficient way to address user inquiries. The Q&A feature also works in conjunction with other EveryAnswer features such as Forms and Lead Capture, offering a comprehensive solution for user interaction and data collection.

Accessing the Q&A Feature

To access the Q&A feature and start creating custom Q&As, follow these steps:

1. In the left navigation menu, under Settings, click Experts.
2. From the list of Experts, locate the Expert you want to add data to and click the pencil icon next to it.
3. In the Expert edit view, click on the Data tab.
4. Within the Data tab, click on the Questions & Answers sub-tab.
5. To add a new Q&A, click the Add Q&A button.

Creating a New Q&A

Question Field

When creating a new Q&A, start by entering the question in the provided text area. Keep in mind:

• The character limit for questions is 200 characters.
• The question you enter serves as a guide for the system's matching algorithm.
• Users don't need to ask the exact question for it to match. The system uses topic and intent matching to find the most relevant Q&A.

Answer Types

Choose from one of three answer types:

1. Standard Expert Response (Contextual)

This option allows you to provide context for AI-generated responses:

• Use the rich text editor to format your content (bold, underline, italic, link, list).
• Enter information that you want the AI to use as a basis for its responses.
• The AI will use this information to generate dynamic, conversational responses that adapt to the context of the user's query.

Benefits:

• Provides flexible, personalized interactions
• Allows for dynamic conversation flow
• Supports auto-translation into the user's native language

2. Fixed Response

Use this option when you want to provide an exact, predetermined answer:

• Utilize the rich text editor for formatting (bold, underline, italic, link, list, image, video).
• The content you enter will be displayed exactly as written, without AI processing.

Benefits:

• Ensures consistency and accuracy in information delivery
• Maintains your brand voice and messaging
• Ideal for frequently asked questions or specific information that should not vary

Note: Fixed responses are not auto-translated and will remain in the language they were created in.

3. Respond with Form

This option allows you to present a form as a response:

• Choose an existing form from the dropdown menu.
• Enter Pre-Submission Text (up to 1000 characters) to explain the purpose of the form.
• Provide Post-Submission Text (up to 1000 characters) to display after the form is submitted.

Benefits:

• Streamlines data collection process
• Enhances user interaction within the chat
• Useful for lead generation, surveys, or feedback collection

Note: Forms are not auto-translated and will remain in the language they were created in.

Conversation Starter

You can designate any Q&A as a Conversation Starter:

• Check the Use this question as a Conversation Starter box.
• This creates a quick-access button in the chat UI.
• Conversation Starters appear at the beginning of a conversation.
• When clicked, they instantly pose the predefined question to the Expert.

This feature provides one-click access to answers for common questions, improving user experience and efficiency.

Saving the Q&A

After configuring your Q&A, click the Save button to finalize its creation and add it to your Expert's knowledge base.

Related Documentation

• Forms
• Lead Capture
• Conversation Starters
• Experts