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Overview

To ensure that your organization provides an exceptional chat experience for your customers, we always recommend that you review generated and prewritten responses regularly. In addition, it's critical that your URL links, imagery, and branding remain up to date.

Determine the Response Type

In instances where you've found outdated or incorrect information you'd like to change, you will first need to determine the response type providing the incorrect information. You can do so using either of the two options:

Option 1

Review the AI Resolutions Log report under Tools -> Data. More information on the report can be found here: AI Resolutions Log

Option 2

Retype the question in chat and if there is more than one phrase like “let me check”, ‘’one moment please’’, or ‘’checking’’ before a response, that means it was generated. It is a prewritten response if there is only one of those phrases followed by an ellipsis (...).


Make Response Adjustments

Once you determined the response type, follow the steps below to determine what actions must be taken to update the response.

Prewritten Responses

If you're seeing the following within a prewritten response:

  • An image is outdated

  • The response content is incorrect

  • Links within buttons/quick replies need adjustment

Follow the instructions below to make updates to your content!

Edit Prewritten Responses

Generated Responses

Search for the wrong info using keyword phrases in the Response Library as shown below:

Locate Responses/Data

Once you have found the incorrect data, determine if it's data scraped from your website or from a documented data response (the content type field will tell you either "Document" or "Web Import"). Follow the instructions below to make updates to your content!

Update/Delete Existing Documented Data

Web-Scraped Data

"No Info" Responses

Search for keyword phrases in the Response Library as shown below:

Locate Responses/Data

If no data or responses are found, either:

Add a New Prewritten Response

Add New Documented Data

Web-Scraped Data

To see this information in a flowchart format, click the link below! https://acrobat.adobe.com/id/urn:aaid:sc:va6c2:9d9ab59a-c14b-4822-9feb-271f2c93471e

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