How to Create Questions and Answers for AI

Questions and Answers act as a data source for the AI and are not directly visible to end users. You can include FAQ-type questions and answers to help the AI in addressing those queries.

To add new Questions and Answers, follow these steps:

1. Navigate to AI module > Under Content click Q&A.
2. Click Add Q&A button.
3. Update the title and details of the Questions and Answers.
4. In the Settings sidebar, you can select the Brand, set Visibility (Access Scope), and assign Tags based on your Q&A needs. Visibility: Set to “private” for agents-only access or “public” to make the custom answer visible to all users.
5. Publish the Questions and Answers. Once published, the Q&A will be integrated into the AI as content.

You can also use the Convert to a Q&A option to turn the ticket response into Questions and Answers. This action sets the ticket subject as the question and applies the selected response as the answer.

Check out this video for more details