Even though Kanal's AI Agent can understand your website and your products, there are situations where you want it to deliver an exact, predefined answer, with no changes at all. The Custom Q&A section acts as a "priority FAQ": if a customer's question matches one of your entries, the AI delivers your answer word for word.
AI is powerful at synthesizing information, but for strategic, legal, or very precise topics, human control remains essential.
Using this section lets you:
Guarantee accuracy: Prevent the AI from improvising on legal topics, pricing, or very specific return conditions.
Improve reliability: The AI does not look at any other sources when it finds a match here, which eliminates any risk of error or misinterpretation.
Handle tricky questions: Manage the recurring questions specific to your business that the AI could misread when it crawls your website automatically.
The AI Agent follows a strict hierarchy: when a customer asks a question on WhatsApp, the AI checks your Custom Q&A base first.
Match found: If the question closely resembles a question saved in this section, the AI sends the associated answer directly. It does not look for other information in your catalog or on your site.
No match: If the question does not match any Custom Q&A entry, the AI switches to its usual reasoning mode using your dynamic sources (Website Knowledge and the Shopify catalog).
Go to the AI Agent section in the sidebar.
Click the Custom Q&A tab.
Click the Add Q&A button.
In the Question field, enter the question the way a customer might ask it (e.g. "How can I change my order after checkout?").
In the Answer field, enter the exact answer you want the AI to deliver.
You can update your custom FAQ at any time:
Edit: Click an existing entry to update the answer (for example, to change a promo code or a contact address).
Delete: Remove entries that are no longer relevant. Once deleted, the AI goes back to using its other knowledge sources to answer on that topic.
Here are concrete cases where Custom Q&A is essential:
Exclusive promotions : "Do you have a promo code for my first order?" -> "Yes! Use the code WELCOME10 to get 10% off right away."
Sensitive support procedures : "My product arrived broken, what should I do?" -> "We are sorry about that. Send a photo to [email protected] and we will trigger a replacement within 24 hours."
Temporary logistics information : "Do you deliver on public holidays?" -> Provide a clear answer about how your business handles it.
For the AI Agent to correctly identify the customer's intent, phrase your questions naturally. You don't need to create multiple variants of the same question (for example: "Where is my package?" and "Track my order"); the AI is powerful enough to understand synonyms and connect them to your custom answer.
