Skip to main content
Custom responses are question-and-answer pairs you write yourself. When a visitor asks a matching question, your written answer takes priority over anything the AI would generate. Use them for pricing, policies, legal wording, and your most-asked questions.

​
Add a custom response

1

Open Custom Responses

In your chatbot’s sidebar, open Custom Responses and select Add Custom Response.
2

Write the question and answer

Write the question the way a visitor would ask it, and the exact answer you want given. The AI matches related phrasings too, so one pair covers “How much does it cost?”, “What’s the price?”, and similar variants.
3

Save

Changes apply immediately. No retraining step is needed.

​
Create them from real conversations

The best custom responses come from real missed answers:
  1. Open Chat History and find a conversation where the answer was wrong or missing.
  2. On the bot’s message, select Incorrect? Modify bot’s answer!
  3. The visitor’s question is pre-filled. Write the correct answer and save.
The next visitor who asks gets your answer.

​
Tips

  • One clear topic per pair beats one giant pair covering everything.
  • Review your custom responses when your product or pricing changes. Pinned answers do not update themselves.
  • For content that should inform answers without being word-for-word, use a text snippet or a page instead.