The Answers Feature

The Answers feature provides an intuitive way to edit your bot's responses without requiring coding or knowledge of the bot's logic.

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Editing Answers

Bot answers can be created and edited in both the Answers and Bot Action sections (Manager role is required).

Navigate Answers

Browse Through Use Cases

On the left-hand side of the Answers section, you’ll find a list of all the bot’s categories. A :Category acts as a folder that groups related Use Cases. Each category and use case displays the number of associated bot answers.

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Multiple Answers Per Bot Action

A single bot action can have multiple variations of an answer depending on the logic’s conditions.

Once you select a use case from the left panel, related answers appear in the main section. Each answer includes:

• A name
• Last edit timestamp
• Content type (e.g., text, quick replies, buttons, templates)

Click on an answer to view its details.

Search Bar

A search bar at the top of the Answers page allows you to find content quickly. Search results include:

• Use case names
• Bot action names
• Answer names
• Answer content

Manage Answer Content

Key Components

1. Name & Description:

   • Specify a clear name and description to provide context.
   • Use “Given,” “When,” and “Then” fields to better describe the answer's context and logic.

   

2. Answer Content:

   • Add/edit text, emojis, buttons, images, and other components.
   • Use separate message bubbles for clarity. Keep messages concise (≤ 100 characters).

   

3. Preview Inputs:

   • Generate and test dynamic content by providing sample variable data.
   • Ensure the data format matches the production environment.

   

4. CSAT - Satisfaction Rating:

   • Add CSAT surveys to gather feedback on final answers.

   

Editing Tools

• Bulk Edit Metadata: Download and upload a CSV file to edit multiple answers simultaneously. Ensure you maintain the existing structure to avoid errors.
• Dynamic Content: Personalize responses with Jinja scripting to include variables like API data or user context.

Supported Answer Components

• Text & Emojis: Add message bubbles with optional emojis.
• Buttons: Add up to three buttons (intents or web links).
• Images: Include static or dynamic images.
• Videos: Available for specific channels like Facebook Messenger.
• Sliders: Add carousels with images, titles, subtitles, and buttons.
• Lists: Display vertical lists (not supported on all channels).
• Quick Replies: Add up to nine Quick Reply options.

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Component Restrictions:

Avoid combining incompatible components. For instance, an image and a button cannot coexist unless using a slider.

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Best Practices

1. Clear Naming: Ensure answer names are descriptive.
2. Concise Messaging: Break long messages into multiple bubbles.
3. Preview Dynamic Content: Test variable-based answers using preview inputs.
4. Gather Feedback: Enable CSAT surveys for end-of-flow answers.

Save changes using the "Save & Go Live" button to apply updates without impacting the user experience in draft mode.