Adding and Editing ChatBot Content + Best Practices

Great content leads to a better Chatbot. Keep your ChatBot Content updated and follow our Best Practices to take your customer experience to the next level.

You can manage your ChatBot content, including Fixed Responses and Dynamic Responses, in the ChatBot Content tab.

To understand how your ChatBot works, check out this article.

Below, you'll find step-by-step instructions on how to add, update, and delete Fixed and Dynamic Responses and Example Questions.

To optimise your ChatBot responses, explore our Best Practices for ChatBot Responses, curated by our Conversation Design Team.

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Fixed Responses vs. Dynamic Responses

Your Chatbot is equipped with two types of Responses: Fixed and Dynamic. These response types give it the ability to field a variety of customer questions with the most effective conversational approach. 

The table below provides a brief overview of each response types strengths. For a full rundown on how your Chatbot works, check out our article on Understanding How Your ChatBot Works.

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Adding, Editing, and Deleting Responses

Adding a New Response

1. Select the + Add New button in the relevant response section.
2. Edit the response fields:
   • Add a conversational phrase as the question title.
   • Provide a brief yet informative response.
   • Include at least three example questions to improve the ChatBot’s ability to match related user questions.
3. Click Save before closing the window. 

Adding New Dynamic Responses from a Template

1. Select the + Add Template Questions button in the Dynamic Response section.
2. Select the FAQ Template you want to add and either:
   • • Add all of the FAQs by selecting +Add
     • Select which question you want to add from an FAQ Template, by selecting View details and pressing the + button to add individual FAQs. 
       
3. Once your done,  you can return to your Chatbot Content by selecting the <Back button.

Editing a Response

Changing Copy

1. Click the response title to view the response.
2. Click the response box to edit the text.
3. Click Save before navigating away from the response.
   • Note: You cannot edit a response title after creation.

Deleting a Response

1. Click the response title to view the response.
2. Select the red Delete button.
3. Confirm deletion.
   • Note: Fixed Responses for Check Availability and Leave Contact Details cannot be deleted.

Adding/Editing Example Questions

1. Click the response title to view the response.
2. Select Add/Edit Example Questions.
3. Enter an example customer question or phrase. Press Enter on your keyboard, or the plus-sign button.
   • Note: Add only one phrase per line. Do not duplicate example questions across multiple responses.
4. Click Save before closing the widget.

Deleting Example Questions

1. Click the response title to view the response.
2. Select Add/Edit Example Questions.
3. Hover over the phrase and click the trash can icon.
   • Note: The example question is deleted immediately.

Click Save before closing the widget.

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Best Practices for Chatbot Responses

Keep Responses short & concise (2-3 sentences long). 

✅ Do: Add short and easy-to-read responses for the chatbot to understand.

❌ Do Not: Add paragraphs of irrelevant or lengthy information.

💡 Why: Shorter responses are easier for you customer’s to digest. Plus, with Dynamic Responses, long content may get cut off or force the chatbot to guess what to display. Shorter responses improve accuracy.

Use conversational language. 

✅ Do:Use natural, human-like phrasing. 
Example: Title: How long is the tour? | Response: The tour is 1 hour long.

❌ Do Not: Use overly simplified or robotic terms.
Title: Duration | Response: 1 hour.
Tip: “Duration” would be a great word to add as an example question for a generic trip duration response

💡 Why: The chatbot uses a Large Language Model (LLM) which understands human language.


Incorporate links into Responses. 

✅ Do: Add links naturally into sentences. Ensure links end with a / (slash) to avoid broken URLs. 
Example: Yonder is amazing. Learn more about us at http://www.yonderhq.com/.
Note: if you’re using Artic, do not add a / (slash) to booking URLs.

❌ Do Not: Add standalone URLs.
Example: Yonder is amazing. http://www.yonderhq.com

💡 Why: The chatbot will automatically hyperlink URLs in the chat window for users to click.


Include the keyword ‘availability’ for booking-related Responses.

✅ Do: Add 'availability’ into the response. 
Example: View availability & book your tour online at http://www.yonderhq.com/.

❌ Do Not:  Skip the word 'availability' or use unclear phrasing.
Example: Book: http://www.yonderhq.com/.

💡 Why:  The chatbot triggers its live availability feature when it detects the word.

Add ‘Example Questions’ to Responses.

✅ Do: Add question variations to Responses.
Example: Title: How do I book? | Example Questions: What’s available? We want to make a reservation for two etc.

❌ Do Not: Add multiple question variations into the title. 
Example: Title: How do I book? What’s available? Reservations?

💡 Why: Example questions help the chatbot match related user queries more effectively.


Avoid Yes/No Responses.

✅ Do: Provide neutral, context-specific answers. 
Example: Title: Are you a robot? | Response: I am an AI language model.

❌ Do Not: Answer with ‘Yes’ or ‘No’.
Example: Title: Are you a robot? | Yes, I am an AI language model.

💡 Why: Users may phrase questions differently, and Yes/No may not fit every context. 
Example: ‘Are you a robot’ & ‘Are you a real human’ will give the same response. 

Only add one generic ‘Title’.

✅ Do:  Use one commonly used phrase for each title. 
Example: When does the shuttle depart?

❌ Do Not: Use vague, single-word titles or add multiple phrases.
Example: Departures? Shuttles? Bus timetables?

💡 Why: The chatbot can match relevant enquiries to one common phrase.

Add the product name to the title of product-specifc Responses:

✅ Do: Include the product name on product specific Response titles. 
Example: Title: Full Day Whitewater Rafting - How much is Full Day Whitewater Rafting?

❌ Do Not: Create multiple Responses with the same generic title or add details for multiple products in one Response.
Example: Title: How much does it cost? | Response: Full Day Whitewater Rafting costs $100. Half Day Chill Float costs $67. Multi-day Rafting and Camping costs $780.

💡 Why: If the information for all products is grouped together, it’s harder for the Chatbot to determine which details apply to which product. Plus, it ensures your customers understand what information is being provided by the chatbot to prevent miscommunication. 

 

Add both product-specific & generic FAQs.

✅ Do:  Add responses that cover both general and specific enquiries.
Example: Product Title: X - How do I book X Tour? | Generic Title: How do I book?

❌ Do Not:  Rely solely on product-specific FAQs.

💡 Why:  Helps capture vague enquiries and product-specific ones without forcing the chatbot to combine inaccurate information.

 

Simplify pricing responses.

✅ Do: Provide a starting price and direct users to pricing pages. 
Example: Title: How much does the tour cost? | Response: Tour prices start from $100. For the most accurate pricing info, please visit http://www.yonderhq.com/.

❌ Do Not: Add complicated pricing and savings. 
Example: Title: Price | Response: $100 (save $25). 

💡 Why: Redirecting users to the most up-to-date website pricing avoids errors and stops the chatbot from making calculations. 

 

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Frequently Asked Questions

Can I edit a response title?
No, response titles cannot be changed after creation. You will need to delete and recreate the response if a new title is required.

Can I delete all Fixed Responses?
No, Fixed Responses for Check Availability and Leave Contact Details cannot be deleted.

Why should I add multiple example questions?
Example questions improve the ChatBot's ability to match similar customer queries, ensuring accurate responses.

How do I structure a response for multiple product options?
Create separate responses for each product to avoid confusion.

What happens if I use long responses in a Dynamic Response?
The ChatBot may cut off lengthy content or display inaccurate information. Keep responses brief and clear.

By following these best practices, you can ensure your ChatBot provides consistent, engaging, and efficient customer support.