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
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.
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.