Revised Answers

Revised answers let you take full control of specific responses. When a visitor asks a matching question, your exact answer is returned by the model instead of generating a new response from the knowledge base.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Revised tab (under the Training section in the sidebar).

When to Use Revised Answers

Use revised answers when you need guaranteed, word-for-word control over how your chatbot responds to specific questions. Common scenarios:

  • Critical business information - Pricing, legal disclaimers, refund policies where exact wording matters
  • Frequently asked questions - Questions that come up often and deserve a perfect, consistent answer
  • Correcting wrong answers - When the chatbot gives an incorrect response, revise it to ensure accuracy going forward
  • Compliance-sensitive topics - Regulatory or legal questions where imprecise answers could cause issues

How It Works

  1. You create a revised answer with a question and your exact answer
  2. When a visitor asks a question that closely matches, your exact answer is returned by the model
  3. The matching uses semantic similarity - visitors don't need to ask the exact same question word-for-word

Creating a Revised Answer

From the Revised Tab

  1. Go to Setup → Chatbot → click your chatbot → Revised tab
  2. Click Create Revised Answer
  3. Enter the question visitors would ask
  4. Enter your exact answer that should be returned
  5. Optionally select tags if content tagging is enabled (see below)
  6. Click Save

From the Performance Tab (Revising a Conversation Answer)

You can also create revised answers directly from real conversations in the Performance tab:

  1. Go to the Performance tab
  2. Open a conversation
  3. Find a message you want to revise
  4. Click the Revise button on that message
  5. The question is pre-filled from the conversation - edit your answer
  6. If content tagging is enabled, the tags that were active during that conversation are automatically selected
  7. Click Save

If the message was already a revised answer, clicking Revise will update the existing revised answer instead of creating a duplicate.

Tag Support

If you have content tagging enabled for your chatbot, you can assign tags to revised answers just like webpages and files.

How tags work with revised answers:

  • Tagged revised answers are only matched when the visitor's active tags overlap with the answer's tags
  • Untagged revised answers are available to all visitors regardless of their active tags
  • When revising from the Performance tab, the conversation's active tags are automatically pre-selected

This is useful when the same question has different answers depending on the context. For example, "What's covered?" could have different revised answers tagged for each insurance product.

For more details on content tagging, see Content Tagging & Filtering.

Managing Revised Answers

Editing

Click on any revised answer in the list to edit its question, answer, or tags.

Deleting

Click the delete button on a revised answer to remove it. The chatbot will go back to generating responses from the knowledge base for that topic.

Tips

  • Be specific with questions - The more specific the question, the more accurately it will match visitor queries
  • Keep answers concise - Write clear, direct answers that address the question fully
  • Review regularly - Check the Performance tab to see if revised answers are being matched correctly
  • Use tags wisely - Only tag revised answers when the answer genuinely differs per audience or context
  • Monitor quality - Revised answer messages are excluded from knowledge quality scoring since they don't use the knowledge base