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Custom Q&As

While document uploads and website crawling are great for bulk knowledge ingestion, sometimes you need to enforce a specific, exact answer to a common question.

For example, if a customer asks "How do I get an after-hours refund?", you might not want the AI to piece together an answer from multiple policy documents. Instead, you want it to output a precise, pre-approved response.

This is where the Custom Q&As module comes in.

What is a Custom Q&A?​

A Custom Q&A is a direct Question-Answer pair that you explicitly define in the Sentrup dashboard. It acts as an override or a highly-weighted source of truth.

When a user asks a question that semantically matches your Custom Question, the AI will prioritize the Custom Answer you provided over any general text it might find in your PDFs or website crawls.

When to Use Custom Q&As​

  • Strict Compliance/Legal Answers: For questions where the phrasing must be exact (e.g., medical disclaimers, exact refund windows).
  • Fixing AI Mistakes: If you notice the AI is providing a slightly inaccurate answer based on a poorly worded section of your website, you can instantly override it by adding a Custom Q&A without having to redesign your website.
  • Short, Punchy Information: Business hours, support email addresses, and direct links to password reset pages.

How to Add a Custom Q&A​

  1. Navigate to Knowledge Base > Custom Q&As in your dashboard.
  2. Enter the Question (e.g., "How do I reset my password?")
  3. Enter the exact Answer you want the AI to use (e.g., "You can reset your password by visiting https://www.yourdomain.com/forgot-password. If you don't receive an email within 5 minutes, please check your spam folder.")
  4. Click Add Q&A Pair.

The AI will immediately ingest this pair and begin prioritizing it for related customer inquiries.