Edit Response Text: Web/App

How do I edit a response text?

Step 1: To begin, you’ll want to ensure you edit responses within the appropriate channel. You'll most often edit web and app responses within the Content Channel.

To filter to the Content Channel:

  • Select the filter button in the top right.

  • Select the dropdown menu for Channel Name.

  • Check the box next to Content Channel.

  • Select Apply.

Step 2: To begin, click anywhere within the row of the response you’d like to edit. Once selected, a window will populate with the response copy.

Step 3: Select “Edit” in the top right corner.

Step 4: A draft tab will now appear, allowing you to edit your response copy by typing directly into the available input field.

Step 5: If you are ready for the response to go live immediately:

  • Select “Ready to Publish” in the bottom center of the response window.

  • Select “Publish” in the same location.

  • Your new response copy is now live!

Optional: To save this response as a draft, and publish it at a later time:

  • Select “Save” in the bottom right corner.

  • Close out of the response window and follow the steps outlined above to publish it when you are ready.

  1. Follow the steps above to edit a response.

  2. Select “Markdown” as the response title.

  3. Within the response copy, you’ll format the contact information as follows:

Phone Number: [123-456-7890](tel:1234567890)

With an option/extension: [123-456-7890 ext. 22](tel:1234567890,22)

  1. Email Address: [test@test.com](mailto:test@test.com)


  • You’ll want to ensure there are no spaces between the closing bracket and opening parenthesis.

  • The customer will see the text within the brackets. The text within the parentheses is the command.

  • Ensure your content type is set to "MARKDOWN" and not "TEXT" or "HTML

  • Add the following formatting to your link [Visit Google](https://google.com)

    • It is important to include the full link with "https://" unless adding an app deeplink.

Helpful Hints:

  • We recommend using “Markdown” instead of “Text” as the response header as there are a few benefits:

    • To add **bold to a response**, add a double asterisk around the text you’d like to include.

    • To add *italics to a response*, add a single asterisk around the text you’d like to include.

    • You are able to link phone numbers and email addresses (noted above).

    • Line breaks are displayed to the end user in a better format.

  • There is no strict character limit, but we recommend staying around 300 to eliminate excess scroll for the end user.

  • Answer the question within the response, don’t rely on the user to select a link to learn more.

How to Video

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