Documents are for longer material: shipping and returns policies, product guides, terms. Cubby searches them and writes an answer with the source attached.
Paste a document
- Open Live chat › Knowledge base › Documents.
- Click New document, give it a clear title (visitors see the title as the source) and paste the text.
- Save. The text is split into passages of about 600 characters automatically.
Import a web page
- Click Import from web page.
- Enter the address of a public page, such as your FAQ or returns policy. Only public
httpandhttpsaddresses work. - Click Start import. The main text is fetched, split and added as a document.
Pages behind a login can’t be imported. Copy the text and paste it as a document instead.
Import your five most visited help pages first. They usually cover most of what visitors ask.
Keep documents up to date
When a policy changes, edit or re-import the document. Cubby always answers from the current version. Remove documents that are no longer true — an outdated document is worse than none, because Cubby will cite it.
Q&A pair or document?
| Use a Q&A pair when… | Use a document when… |
|---|---|
| The question is asked often and the answer is short | The topic is long or has many cases |
| You want exactly the same words every time | You want Cubby to pick the relevant part |
| You want to save AI answers | The material already exists as a page |
Many teams use both: documents for coverage, Q&A pairs for the twenty questions asked every day.