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Use custom responses to guide your chatbot’s answers to important questions. This feature adds pre-written Q&A pairs that the AI will prioritize and reference when answering related questions, improving accuracy and consistency for critical topics like pricing, policies, or product specifications.

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When to use custom responses

Pricing questions

Provide exact pricing information without AI interpretation

Policy questions

Ensure accurate answers about refunds, terms, or privacy

Product specifications

Give precise technical details

Contact information

Direct users to the right support channels

Compliance topics

Maintain control over regulated information

Brand messaging

Ensure consistent messaging for key topics

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Creating custom responses

1

Navigate to Custom Responses

Navigate to Custom Responses in your chatbot dashboard
2

Add new response

Click Add Custom Response
3

Enter question

Enter the question or topic you want to override
4

Write answer

Write your pre-defined answer
5

Save

Save the custom response
Your chatbot will prioritize this custom response when users ask about this topic. The AI will match this Q&A better and use most of what’s written here to answer the question, improving accuracy and tone.

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Managing custom responses

You can edit or delete custom responses at any time. Changes take effect immediately without requiring chatbot retraining.
Create custom responses for your most frequently asked questions to ensure consistent, accurate answers every time.