Add Q&A overrides
Q&A overrides let you write the exact answer to a specific question. Overrides always win: when a shopper asks a matching question, the AI uses your answer instead of generating its own. They are available on every plan, with no limit.
Add a Q&A pair
- Open RagChat and go to Knowledge base → Q&A.
- Click Add pair and fill in the Question and Answer.
- Save. The override takes effect right away.
Not sure where to start? Click Use a template to browse prefilled common questions grouped by Shipping & delivery, Returns & refunds, Orders, Payments & discounts, and Customer support. Pick one and edit the answer to match your store.
Feature a question in the widget
Each Q&A pair has a Show in widget toggle. Turn it on to feature that pair in the widget's Help tab, a searchable FAQ that shoppers can browse without asking the AI anything.
The Help tab only appears in the widget once at least one Q&A pair is marked Show in widget.
Create overrides from real conversations
You can also create an override straight from the inbox. When you see the AI give a wrong answer, use Correct this answer on that message, write the right answer, and it is saved as a Q&A override. From then on the AI answers that question your way. See Manage conversations in the inbox.
Still stuck? Message us from the chat widget and we'll help.