Text and Q&A
The two sources you type yourself, and why a question-and-answer pair is the most precise fix there is.
Not everything an agent should know is on your website. Opening hours over the holidays, what to say about a delay, the answer your support team types ten times a week: these belong in a source you write yourself.
Text
On Sources, under Text, give it a title (up to 120 characters) and the content (up to 100,000 characters). It is treated exactly like a document: cut into passages, indexed, searched.
The title is not decoration. It travels with every passage into the search, so "Delivery times for Belgium" finds better than "Note 3".
Use text for anything that reads as prose: a policy, a procedure, a product description, the background your website takes for granted.
Q&A
Under Q&A, write one question (up to 500 characters) and its answer (up to 10,000 characters). The pair is stored as one passage and is never cut in two, so the answer always arrives together with the question it belongs to. Because it is one piece, a very long pair can be refused as too long, well before the character limit in scripts such as Greek or Chinese. Split it over shorter questions.
That makes Q&A the most precise tool you have:
- When a visitor asks something close to your question, the pair is nearly always the best match the search finds.
- The model sees your own wording for the answer, and stays close to it.
- Where a pair and another source disagree, the agent gives the pair's answer and leaves out what contradicts it. A pair is the one kind of source only you can write, so it is how you overrule a page on your site that is out of date.
Write the question the way a visitor would ask it, not the way you would file it. "Can I still cancel?" finds better than "Cancellation terms".
A pair can also be made from a conversation. Improve answer under an answer in Activity starts from the visitor's own question and the answer as it was given, and saves what you make of them here, on the Q&A tab.
Which one when
| Situation | Use |
|---|---|
| A weak answer on the Overview about one specific question | Q&A |
| A subject your site does not cover at all | Text |
| The site is right but long-winded, and the agent misses the point | Q&A with the short answer |
| Temporary information, such as a holiday closure | Text, and delete it afterwards |
| How the agent should behave, its tone, what it must not discuss | Neither: that belongs in the instructions |
Changing a source
A text or Q&A source is replaced, not edited in place: delete it and add the new version. It is usable again within seconds.
Over the API
Both can be added over the API and by an assistant over MCP, with the same limits. That is how an assistant can read your weak answers, propose the missing Q&A pairs, and add them once you agree.