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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.
In instances where you've found outdated or incorrect information you'd like to change, you will first need to determine the response type providing the incorrect information.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:
Review the AI Resolutions Log report under Tools -> Data. More information on the report can be found here: AI Resolutions Log
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 (...).
Once you determined the response type, follow the steps below to determine what actions must be taken to update the response.
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An image is outdated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!
Search for the wrong info using keyword phrases in the Response Library as shown below:
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!
Note that if the information you scraped on your website is wrong, your scraped data will be incorrect as well! We recommend data that share similar keywords or topics be direct and well laid out so it's easier to read by the LLM. For example:
Bad Data: Price - $15 (price for what?)
Better Data: GA Price - $15, Seniors Price- $10, Parking Price $5 (clear what the price is and what you're paying for)
Search for keyword phrases in the Response Library as shown below:
If no data or responses are found, either:
Check that you've trained the corresponding response name correctly! Add additional input samples and ensure they are formatted correctly. More information:
If you want to provide more data than what's provided on your website, we recommend adding documented data using the instructions here:
If you want more control of the messaging, we recommend adding a new prewritten response using the instructions here:
To see this information in a flowchart format, click the link below!
