Overview
What are Prewritten Responses?
Responses that are written in advance and surface to users exactly as they are written.
To view your prewritten responses within the response library, filter your view only to show the content group labeled "Prewritten" as shown below.
What Should I Know About Prewritten Responses?
Prewritten responses always take precedence over generated responses
You can fully control how your answer engine handles user questions
You will need to manage prewritten responses and make edits in the dashboard when updates are necessary
You can add enrichments, like images or buttons, directly in a selected prewritten response in the dashboard, as shown below:
Prewritten responses display highly specific information and are used best in certain scenarios:
Update a Prewritten Response
Struggling to find the prewritten response you want to update? Check for the following:
Check your filters to ensure that you are in the correct volume and channel
Filter the content group to see only "Prewrittens"
Toggle the Response Library search bar to "Live Content" and search keywords
Try searching for a similar keyword in the search bar
Edit existing prewritten responses by following the below steps:
Go to the Dashboard → NLP Manager → Responses
Select the response you'd like to update
Click ‘Edit’
Update content
Once complete, publish the changes
Create a New Prewritten Response
Before submitting a ticket, ensure that you don't already have a prewritten in your response library for that topic! To check, filter your dashboard to only show all prewritten responses.
Note that if you're looking to update your welcome message, that is a prewritten response that can be adjusted by you at any time!
To create a new prewritten response, please submit a service request using the steps below:
Create a Service Ticket HERE or by selecting the Click Here For More Support button in the top right corner of this page
Enter details that include:
Response Topic
3-5 Example Inputs/Questions
New Response Copy
Prewritten Response FAQs
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