Create focused Q&A hubs that let your team quickly find answers from your Knowledge Base.
Answer Hubs let you create curated sets of questions and answers within your Knowledge Base. Unlike regular documents that get summarized during search, Answer Hubs deliver exact responses — making them ideal for FAQs, product questions, or any scenario where precision matters.When an Agent has access to an Answer Hub, it prioritizes Answer Hub content over other Knowledge Base sources for matching queries.
Open your Answer Hub and click + Create New Article or + New Answer.
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Enter the question
Phrase the question the way a user would naturally ask it, then click Save.
3
Write the answer
Click the editor field below the question to write the answer. Use the text formatting tools to structure your response, then click Save.
4
Add more Q&A pairs
Repeat to build out your Answer Hub with more questions and answers.
Write questions using natural language variations. If customers ask about pricing in different ways, consider creating separate entries for “What are your pricing plans?” and “How much does it cost?” — or include common phrasings in the question field.
Click the ellipsis (three dots) next to any entry to manage it:
Edit Question or Edit Answer — Update the content of an existing entry
Delete — Permanently remove the entry
Deprecate — Mark an entry as outdated without deleting it. Deprecated entries won’t be used in Agent responses but remain in the Answer Hub for reference.
Open the Agent you want to connect, then scroll to the Knowledge section.
2
Select the Answer Hub
Under Select Knowledge Base, choose the Answer Hub you want the Agent to reference.
3
Save
Click Save to apply the changes.
Answer Hub content takes priority over other Knowledge Base sources when the Agent can match a user’s question. You can use Answer Hubs alongside regular documents — the Agent will prefer the curated answer when one exists.
You can also reference Answer Hub items directly in the Agent’s instructions for more specific guidance.
When a user asks a matching question, the Agent delivers the exact Answer Hub response and cites it as a source.
