Creating Verified Answers (Q&A Pairs)

Verified Answers give you exact control over how your AI Agent responds to specific questions. When a customer asks something that matches a Verified Answer, the AI uses your written response instead of generating one on its own.

Go to AI Agent → Verified Answers to manage them.

When to Use Verified Answers

Verified Answers are best for questions where the exact wording matters:

Return and refund policies ("What's your return policy?")
Shipping timelines ("How long does shipping take?")
Payment methods ("Do you accept PayPal?")
Store hours or contact info ("How do I reach customer support?")
Legal or compliance-sensitive answers ("Is this product FDA approved?")
Frequently asked product questions ("Is this product vegan?")

If the answer needs to be precise and consistent every time, it belongs in a Verified Answer.

Creating a Verified Answer

Click Add Verified Answer in the Verified Answers tab
Fill in the fields:
- Question: The customer question you want to match (e.g., "What is your return policy?")
- Answer: The exact response you want the AI to give
- Variants: Alternative ways a customer might ask the same thing (e.g., "How do returns work?", "Can I return this?", "Do you accept returns?")
Configure the matching settings (see below)
Click Save

Bypass LLM

When Bypass LLM is enabled, the AI returns your answer word-for-word without any rewording or personalization. When it's off, the AI uses your answer as a reference but may adjust the tone or phrasing to fit the conversation naturally.

Turn it on for:

Policy answers that need to be legally precise
Answers with specific numbers, dates, or conditions
Anything where rewording could change the meaning

Leave it off for:

General product questions where a natural conversational tone matters more than exact wording
Answers that benefit from being adapted to the customer's specific situation

Match Confidence

Match Confidence controls how closely a customer's message needs to match your question before the Verified Answer is used. Three levels are available:

Broad Triggers on clear paraphrases, even if the wording is quite different. Casts a wider net but may occasionally match questions you didn't intend.

Example: "What's your return policy?" would match "how do I send something back?"

Confident (recommended) Balanced matching. The customer's message needs to clearly be asking the same thing, but doesn't need to use the same words.

Example: "What's your return policy?" would match "Can I return an item?" but would not match "I got the wrong item."

Exact Only triggers when the customer's message is very close to your question. Fewer false matches, but may miss valid paraphrases.

Example: "What's your return policy?" would match "What is the return policy?" but would not match "How do returns work?"

If you're unsure, start with Confident. You can always adjust later based on how the matching performs.

Adding Good Variants

Variants are alternative phrasings of the same question. They improve matching by giving the AI more examples of how customers ask about the same topic.

Tips:

Think about how real customers text (short, informal, often missing punctuation)
Include common abbreviations and shorthand
Cover different angles of the same question

Example for "What is your return policy?":

"How do returns work?"
"Can I return this?"
"Do you accept returns?"
"return policy?"
"how do I send something back"
"whats ur return policy"

3-6 variants is usually enough. You don't need to cover every possible phrasing.

Tracking Performance

Each Verified Answer shows a usage count so you can see how often it's being matched. If a Verified Answer has a low count, it may need better variants. If it has a high count, it's clearly a common question and worth keeping up to date.

Best Practices

Start with your top 10 most-asked questions. Check your support inbox or chat history for the questions that come up again and again. Those are your highest-value Verified Answers.
Keep answers concise. Customers are reading SMS, not emails. Get to the point quickly.
Update answers when policies change. A Verified Answer with outdated info is worse than no Verified Answer at all, because it will be delivered with high confidence.
Use the Playground to test matching. After creating a Verified Answer, test it in the Playground with a few variations to see if it triggers correctly.
Don't duplicate what's already in a Knowledge Source. If your return policy is already uploaded as a document, you don't need a Verified Answer for every detail. Use Verified Answers for the top-level questions where you want guaranteed wording.