Can I add macros, canned or stock responses to my AI agent?
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Most customer support platforms offer the ability to create "macros", canned responses or stock responses.
If you use these often, you may want to add them as a knowledge source to your AI agent to help improve responses.
To do this, there are a few options:
If you are using Zendesk, and have connected your Zendesk account, we will import your Zendesk Macros as automatically.
If you want the AI to use the responses verbatim (exactly as written), then you should add them as .
If you want the AI to just refer to them as another knowledge source, and you don't need the responses to be exactly as written, then you can create a two-column spreadsheet with column headers: "Question" and "Answer" with the macros underneath. You can then add this as a knowledge source either by uploading directly as a file, or (more efficiently) by adding as a synced Google Sheet or Excel sheet with our .
If you have a large number of macros that need to be added, get in touch with us via our chat and we will help you to import them from your existing platform.
If you need to export your macros from your existing support platform, you can follow these respective guides:
Intercom (no automated export available - manual only)
HubSpot (no automated export available - manual only)