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

# Q&A

> FAQs, and the questions your agent could not answer

## Two kinds of Q\&A

**Context > Q\&A** holds question-and-answer pairs. Some you write yourself (FAQs); some your agent brings you.

## Questions it could not answer

Whenever a customer asks a business question on chat, voice, text or email and your agent does not have the answer, the question is captured and added to Q\&A as **Needs an answer**. Each card shows the question (cleaned up into FAQ form), when and on which channel it was asked, how many times it has come up, and a link to the conversation.

<Steps>
  <Step title="Open Context > Q&A">
    Pending questions are listed first. The sidebar shows how many are waiting.
  </Step>

  <Step title="Type the answer">
    Short and direct works best. Press **Save answer** (or Cmd/Ctrl + Enter).
  </Step>

  <Step title="Done">
    The pair goes live immediately on all channels. The next time a similar question comes up, your agent answers it.
  </Step>
</Steps>

Not a real question, or not something you want to answer? Click × to dismiss it. If it is asked again it will reappear with a higher count.

<Note>
  Questions are captured only when the agent lacked the information. Greetings, small talk, questions it did answer, requests to talk to a human and off-topic questions are ignored.
</Note>

## Adding your own FAQs

**Add Q\&A** lets you write a question and its answer directly. Q\&A pairs are matched by question, so phrase them the way customers actually ask. Like any document they have channels and can be pinned, disabled or deleted.