Exact Answers Training

Exact answers let you override the AI's response for specific questions. When a visitor asks something that closely matches your trigger question, the chatbot returns your fixed answer directly instead of generating one.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Training → Exact Answers tab.

Adding an Exact Answer

  1. Click New
  2. Enter the trigger question (max 500 characters) - the question you want to match
  3. Enter the fixed answer - the exact response the chatbot should give
  4. Optionally add alternate phrasings to broaden the match (or click Suggest to generate up to 5 automatically)
  5. Optionally assign tags to limit this answer to tagged conversations
  6. Click Save

How Matching Works

  1. The visitor's question is compared to your trigger question and any alternate phrasings
  2. If the match is very close (95%+ similarity), the fixed answer is returned directly, bypassing the AI
  3. If the match is close but not exact, the fixed answer becomes supplementary knowledge that the AI uses to generate its response
  4. If no match, the chatbot uses its other training sources as normal

When to Use Exact Answers

Use exact answers for critical responses where you need precise wording:

  • Legal disclaimers
  • Safety instructions
  • Specific pricing quotes
  • Policy statements
  • Corrections to wrong chatbot answers

Revising from a Conversation

You can also create exact answers directly from real conversations:

  1. Go to the Performance tab (under Training in the sidebar)
  2. Open a conversation where the chatbot gave a wrong answer
  3. Find the message you want to fix and click Revise
  4. The question is pre-filled from the conversation. Write the correct answer.
  5. If tags are enabled, the tags from that conversation are automatically selected.
  6. Click Save

If the message was already an exact answer, clicking Revise updates the existing answer instead of creating a duplicate.

Managing Exact Answers

The list shows each answer with its trigger question, hit count (how many times it was matched in real conversations), tags, and creation date.

You can:

  • Edit the trigger, answer, or alternate phrasings
  • Delete answers you no longer need
  • Import answers in bulk from Excel or CSV (two columns: question, answer). Max 2 MB.
  • Export using the download template

If a trigger question already exists (case-insensitive), importing overwrites it with the new answer.

Hit Count

Each exact answer tracks how many times it was matched in real conversations. This helps you identify which answers are actively used and which might be redundant.

Exact Answers vs Q&A

Exact answers bypass the AI and return your fixed text. Q&A items are used as context for the AI to generate a natural response. Use exact answers when the wording matters (legal, safety, pricing). Use Q&A when you want the AI to phrase things naturally using your content as a reference.

Tips

  • Use sparingly for specific corrections, not as a general training method. If you find yourself creating many exact answers on the same topic, add a Q&A or text snippet instead.
  • Add alternate phrasings so the answer triggers for different ways visitors might ask the same question. The Suggest button generates variations automatically.
  • Check hit counts periodically to see which answers are actually being used.