Creating and editing guided answers

A guided answer pins down what Chloe says to one particular question. It is the most direct control you have over her wording.

What a guided answer is

A pair: a question customers ask, and what Chloe should say when they ask it.

They live under Chloe, then Training, then Guided answers, and the count is shown at the top. When one applies to a reply, it shows up in the What it used panel in Training mode.

Use them for the questions where the answer is fixed and getting it wrong matters. That means things like your refund window, whether you do something you do not do, or the difference between two of your plans.

Where they come from

Two routes, and most teams end up using both.

From a correction

When you fix one of Chloe's replies with Adjust the reply, your version is saved here. This is the usual way, and it means the answer is written in response to a question a customer really asked.

By hand

You can write one from scratch with the Add button, without waiting for the question to come up.

How to add one by hand

1. 1Go to Chloe, then Training, then Guided answers.
2. 2Click Add.
3. 3In Question, write the question the way a customer would ask it.
4. 4In Answer, write what Chloe should say.
5. 5Choose how closely she should stick to your wording.
6. 6Save it.

How to edit or delete one

1. 1Open Guided answers and find the one you want.
2. 2Click the pencil to edit it. The question and answer open for editing, along with the wording choice.
3. 3Make your change and click Save.
4. 4To remove one entirely, click the bin icon beside it instead.

Exactly like this, or in its own words

Each guided answer carries a choice about how much freedom Chloe has with your wording.

Say it exactly like this

She uses your words. Right where the wording is the point: refund terms, anything with legal or safety weight, a form of words you have agreed with someone.

In its own words

She keeps your facts but phrases the reply naturally, fitting it to how the customer asked. Right for most everyday questions.

The second is the better default. An answer repeated verbatim to a question phrased differently reads like a machine, and customers notice.

Writing the question well

The question side matters more than people expect, because it decides when the answer gets used.

• Write it as a customer would say it, not as your team would file it. "How long do refunds take?" rather than "Refund SLA".
• Keep it to one question. An answer attached to two questions at once will be used for both, including when only one applies.
• Do not worry about matching the wording exactly. Chloe recognises the same question asked differently.

When a guided answer is the wrong tool

Three cases where something else will serve you better:

A fact, not an answer

If it is true about your business, put it in knowledge so she can use it everywhere, not only for one question.

A habit, not an answer

Something you want in every reply belongs in Do's and don'ts.

A phrase your team sends often

If a human is the one sending it, that is a canned reply rather than a guided answer.