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🥫Can I add macros, canned or stock responses to my AI agent?

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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:

  1. If you are using Zendesk, and have connected your Zendesk account, you can import your Zendesk Macros as Custom Answers by going to the Knowledge page of your Dashboard and clicking "Import Macros".

  2. If you want the AI to use the responses verbatim (exactly as written), then you should add them as Custom Answers.

  3. 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.

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.

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How can I export my macros, canned or stock responses from my existing tool?

If you need to export your macros from your existing support platform, you can follow these respective guides:

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