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📝Custom Answers

Custom answers are the same as knowledge snippets and allow you to create custom answers to questions to have more control over your AI agent's response.

You can use them to amend responses or enable your AI support agent to answer things it previously couldn't.

Available on all paid plans.

How to Improve Your AI Agent Answers

What are custom answers?

Custom answers can be used to adjust or "correct" an AI answer.

You can either create a new question-and-answer pairing from scratch, or you can give the AI more information that will allow it to answer a question it previously couldn't i.e. you were previously getting an "I don't know" response from your chatbot.

Tip: When creating a custom answer, to get best results, type the question in 3 different ways that your users commonly ask to maximize the chance of the AI 'hitting' this response.

When should I use custom answers?

Custom answers should be used for small corrections, adjustments, or if there is a question that doesn't warrant its own documentation.

Before adding a custom answer, think about whether it would make more sense to update your documentation and refresh the page to allow your AI support agent to answer instead.

How do I create a custom answer?

To create a custom answer (or to correct a response):

  1. Go to Knowledge > Custom answers or go directly to Improve

  2. Select "Add/manage custom answers"

  1. Click the button "+ Add new custom answer"

  2. Add your question and answer pair

  1. Click "Save & Test", this will show you what response your AI agent will give to your question

  2. You can then choose to either add this snippet to your AI agent's knowledge (if you are happy with the response) by clicking 'Finish' or continue editing (if you don't like the response) by clicking 'Back/Edit'.

That's it, you should be able to then ask your AI agent the question and have it respond with the updated response.

How do I delete a custom answer?

To delete a custom answer:

  1. Go to Improve > Custom Answers

  2. Select the Custom Answer you wish to delete.

  3. Click the trash can icon next to that Custom Answer and you answer will be deleted immediately.

How do I edit a custom answer or knowledge snippet?

To edit a custom answer:

  1. Go to Improve > Custom answers

  2. Select the Custom Answer you wish to edit.

  3. Click the button pencil icon next to that Custom Answer.

  4. Update your Custom Answer/knowledge snippet and click "Save & Test"

How do I edit an existing answer?

To edit an existing answer your AI support agent is giving, create a new custom answer or knowledge snippet using the question you asked and your updated response.

How can I see all my custom answers and knowledge snippets?

To view all of your custom answers and knowledge snippets, go to Improve > Custom answers

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