Knowledge and RAG
Snippets and Q&A pairs
Add short facts and exact question-and-answer pairs for answers that must be word for word. Limits, costs and how they're used.
Guide1 min readUpdated 23 October 2026
Documents and websites are long. Snippets and Q&A pairs are small, precise pieces of knowledge: an opening time, a rule, a definition, or the exact wording of an answer you want the agent to give.
Before you start
- Snippets: 3 to 300 characters each. 1 credit each.
- Q&A pairs: a question of 3 to 200 characters and an answer of 3 to 500 characters. 1 credit per pair.
Steps
- 1
Open the agent's Knowledge tab
Choose Snippets or Q&A.
- 2
Add a snippet
Write one self-contained fact, such as "Orders over US$100 ship free." A snippet is stored whole, as a single searchable unit.
- 3
Add a Q&A pair
Write the question the way customers ask it and the exact answer. The pair is stored as two chunks, so it's found whether the question matches the question or the answer.
- 4
Test it
Ask the question in the Playground, worded a little differently.
You're done when
The agent answers the question with your wording.
When to use which
| Use | For |
|---|---|
| Snippet | Facts the agent should combine with other knowledge: prices, hours, limits, names |
| Q&A | Answers that must be given as written: legal wording, refund rules, escalation steps |
| Document or website | Anything longer than a paragraph |
Citations
Snippets and Q&A pairs are treated as internal knowledge: they appear in the stream's sources event, but the model is told not to cite them in the answer text. Documents and web pages are cited. See Sources and citations.
If something goes wrong
My snippet is rejected
It's over 300 characters or under 3. Split long text into several snippets or upload it as a document.
The agent paraphrases my Q&A answer
Add a line to the system prompt such as "When a Q&A answer matches the question, give it as written."
Still stuck?
Email us with what you tried and any request id. A person replies.