Text snippets and Q&A pairs

Sometimes the right answer is not on any page yet, or a page says it badly. Text snippets and Q&A pairs let you write the fact straight into the knowledge base from Knowledge Base → Add New → Text & Q&A, and edit it later from the same table as your files and pages.

Two kinds

Add a snippet

1. Open Knowledge Base and click Add New

   Choose the Text & Q&A tab. There is no category field on this tab; snippets are filed under the category "Snippets".

2. Pick Text or Q&A

   The toggle at the top switches between a Title and Text form and a Question and Answer form. Each field shows a counter such as "13/200". Saving with a field empty shows "Add a title and some text." or "Add both a question and an answer.".

3. Save

   A toast confirms "Text snippet added — the AI will use it in a moment" or "Q&A pair added — the AI will use it in a moment". The row appears in the table with a TEXT or Q&A badge, shows processing for a few seconds, then ready.

Edit and delete

• Edit: the ⋯ menu on a snippet row has an Edit entry (files and pages only have Delete). The dialog opens as "Edit text snippet" or "Edit Q&A pair" with the fields filled in; Save changes confirms with "Saved — the AI will answer from the new text in a moment". A snippet cannot change kind while editing: delete it and add it again as the other kind.
• Delete: the same menu opens "Delete Text Snippet" or "Delete Q&A Pair". The agent stops answering from it right away.

How snippets count

• Snippets do not count as knowledge sources, so they never touch the Free plan's five-source limit. Their text counts toward your plan's knowledge-base text cap like everything else.
• A workspace can hold 100 snippets and Q&A pairs on Free and 1,000 on a paid plan. Past that, saving shows "The free plan includes 100 text snippets and Q&A pairs — delete one or upgrade for more".
• Snippets are not shown on the widget's Help tab and are skipped by the Help Center's Import from knowledge base. Publish a Help Center article when visitors should be able to read the text themselves.

Tips

• Write the question the way visitors ask it ("Do you ship to Canada?"), not the way your team files it ("International shipping policy").
• One fact per snippet. A long Q&A answer that covers five topics is retrieved less reliably than five short pairs.
• Saving the same question twice creates two rows; the agent may use either. Keep one.
• Watch the escalated conversations and the Analytics topics for questions the agent could not answer, and turn each one into a Q&A pair. See Best practices.