Create curated responses

Common or recurring questions from customers can be addressed with hard-coded answers to provide a precise response rather than an AI-generated one when very specific wording is required. The system identifies when a query matches a curated response and provides that as the answer.

Add a new response

1. In the Curated Responses tab, click New Response.

1. Select the assistant you want to assign the curated response to.

2. Enter the question and the exact answer.

3. Save.

1. Sync the curated responses to ensure the assistant can access the latest information.

1. From the Curated Responses tab, you can disable/enable, edit, and delete the curated responses.

Curated Responses from Chat Desk

Curated responses are also automatically created from Chat Desk. When an agent selects a suggested response, the answer is added as a curated response in the Clickatell AI Portal. From here, the response can be edited or deleted, and will only be used after was synced.