> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Q&A pairs

> The highest-precision way to teach your agent — write canonical question / answer rows.

A **Q\&A pair** is a single question and its canonical answer. It's the most direct way to control what your agent says. If you only invest in one knowledge format, make it this one.

<Note>
  Q\&A pairs are available on **Growth and above**. Starter workspaces use website crawl, file upload, and text snippet sources.
</Note>

## Add Q\&A pairs

<Steps>
  <Step title="Open Knowledge">
    Sidebar → **Knowledge** → **New source** → **Q\&A pairs**.
  </Step>

  <Step title="Name the source">
    Group related pairs, e.g. "Returns FAQ", "Shipping FAQ".
  </Step>

  <Step title="Add rows">
    Click **Add pair** and fill in:

    * **Question** — how a customer would phrase it
    * **Answer** — the exact reply you'd want the agent to give
  </Step>

  <Step title="Pick an agent and save">
    Indexed in seconds.
  </Step>
</Steps>

## Writing great pairs

The question should sound like a real customer, not a doc heading:

| ❌ Weak                  | ✅ Real customer voice      |
| ----------------------- | -------------------------- |
| "Returns procedure"     | "How do I return an item?" |
| "Shipping destinations" | "Do you ship to Belgium?"  |
| "Hours of operation"    | "Are you open on Sunday?"  |

The answer should be copy-pastable into a reply:

```text theme={null}
Q: How do I return an item?
A: No problem — you have 30 days from delivery. Reply with
   your order number and we'll email a prepaid return label.
   Refund lands within 5 business days after we receive the item.
```

Short. Specific. Has a next step.

## Cover the 20 most common questions

Pull your inbox's last 500 conversations and group by intent. The top 20 questions usually cover 80% of volume — write a pair for each.

This is the highest-ROI single thing you can do for your agent's accuracy.

## Multiple phrasings

Customers ask the same thing three different ways. Add separate pairs for each, pointing at similar answers:

```text theme={null}
Q: Where's my order?
Q: I haven't received my package
Q: When will my order arrive?
→ same answer about how to check tracking + when to contact us
```

Don't try to merge them — separate pairs match better in search.

## Editing pairs

Open the source in **Knowledge** → edit any row inline → save. Changes re-index immediately. Deleted pairs are removed from the index within seconds.

## Exporting pairs

Click the source → **⋯ → Export CSV**. Handy for bulk editing in a spreadsheet then re-uploading.

## When NOT to use Q\&A pairs

* For a narrative document (use **file upload** or **text snippet**).
* For live, changing data like order status (use a **tool** instead, e.g. Shopify order lookup).