Can I add macros, canned or stock responses, as a knowledge source?
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:- Contact us via our live chat and ask to speak to a person if you want to import your existing Zendesk macros.
- If you want the AI to use the responses verbatim (exactly as written), then you should add them as Custom Answers.
- 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 and upload a document with the macros in it.
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 Doc with our Connections.