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 type labeled "Prewritten Response" as shown below.

Key Things to Know

• 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:

Add Enrichments (Buttons, Quick Replies, Images/Videos) Directly to Prewritten Responses

Not sure when to use a Prewritten Response vs. a Generated Response? Click the link to learn more: Which Response Type to Use?

Best Practices

Now, let's explore some tailored best practices for leveraging Prewritten Responses effectively in your specific industry:

Control Specific Topics

Promotional Messaging

Craft prewritten responses for new seasonal promotions or annual events, ensuring consistent on-brand messaging. Don't forget to delete these prewritten responses when the promotion / event ends.

Examples:

• Develop responses for the annual "Summer Music Festival" event promotion to influence revenue.

• Develop responses for the new selling offers, such as new membership package or new ticket option.

• Develop responses for seasonal promotions, such as "Spring Promotion", "Christmas Deals", or "Brand Promo"

Sensitive Topics

Create precise responses for handling sensitive issues such as complaints or refunds, demonstrating empathy and accuracy.

Examples:

• Develop responses for managing customer complaints to uphold high standards of customer care.

• Develop responses for new verbiage if important policies such as cancellations are changing.

Time-Sensitive Updates

Last-Minute On-Sale

Quickly communicate last-minute sales or promotions to customers, maximizing engagement and sales opportunities.

Example:

• Notify customers of a flash sale for concert tickets, ensuring timely communication to capitalize on limited-time offers.

Emergency Updates

Provide clear instructions during unforeseen circumstances such as event cancellations, minimizing confusion and maintaining trust.

Example:

• Notify customers of a venue closure due to inclement weather, providing guidance for ticket refunds or rescheduling.

Brand Language

Brand Messaging

Reinforce key brand messaging during customer interactions, enhancing brand identity and customer engagement.

Example:

• Create responses to reinforce brand values and identity during customer inquiries.

• Create specific brand language to improve customer engagement and satisfaction

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FAQs

Can I add a bullet point to a response?

Yes! In prewritten responses, you can add bullet points and emojis.

Is it possible to not use any generated responses and only use prewritten responses?

Yes, you always have the option to only use prewritten responses for all intents; however, keep in mind that the text of the response for a specific intent will always be the same no matter how the user asks the question.

How do I find a specific prewritten response?

There are a few different ways to search for specific responses within the response library:

• In the search bar within the response library, click the drop-down and select "response name". Search a keyword of the topic you're searching for (ex. map, parking, etc.) to expose relevant response names

• In the search bar within the response library, click the drop-down and select "live content". Search a keyword of the topic you're searching for (ex. map, parking, etc.) to expose relevant response names

• In the search bar within the response library, click the drop-down and select "input". Search as if you're asking the chat a question (ex. where can I find a map of the venue?) to expose relevant responses/data

Note: If you know that the response you are looking for is prewritten, you can filter the response library to only show prewritten responses in your view

How many pre-written responses can I have?

You can use as many as you need! However, we highly recommend that:

• You use a healthy mix of both generated and prewritten responses to ensure the highest quality chat experience for your users

• Prewritten responses are only added based on user data (are your users asking about this topic) or are necessary due to a need for an exact response

Can I still use prewritten responses within the web and app channels?

Yes! If your response to a question is dependent on if the user is on web or app, you can utilize the corresponding web and app channels in the dashboard to create custom responses.

Am I able to update my welcome message?

Welcome messages are prewritten responses that can be adjusted by you at any time!