Adding and Editing Chatbot Content

Great content leads to a better Chatbot. Keep your chatbot content updated and follow our best practice guidelines 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.

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 Chatbot Design Team.

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, check out our article on Understanding How Your Chatbot Works.

How to Add, Edit, and Delete Chatbot 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 chatbots ability to match related user questions.
3. Click Save before closing the window. 

Editing a Response

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.

Deleting a Response

1. Click the response title to view the response.
2. Select the red Delete button.
3. Confirm deletion.

Adding 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.
4. Press Enter on your keyboard, or the plus-sign button.
5. Click Save before closing the widget.
6. Note: Only add one phrase per line. Do not duplicate example questions across multiple responses.

Learn more: How to Train Your AI Chatbot.

Chatbot Content Best Practice Guidelines

1. 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.

2. Use conversational language. 

✅ Do: Use natural, human-like phrasing. 
❌ Do Not: Use overly simplified or robotic terms.
💡 Why: The chatbot uses a Large Language Model (LLM) which understands human language.


3. Incorporate links into responses. 

✅ Do: Add links naturally into sentences. 
Example: Yonder is amazing. To learn more about, visit http://www.yonderhq.com/.
❌ 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.


4. 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.


5. 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. 

6. Include Product Names in FAQ Titles and Responses.

✅ Do: Include the specific product name in the FAQ title and response to maintain clarify.
Example: Title: How long is the Full Day Whitewater Rafting cost? Response: The Full Day Whitewater Rafting experience is 2 hours long. 
❌ Do Not: Create multiple FAQs with vague or generic titles. 
Example: Title: How long? | Response: The trip is 2 hours. 
💡 Why: Including the product name in both the FAQ title and response helps your chatbot accurately match queries for precise answers, and ensures customers immediately understand the information, preventing confusion.

7. 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 $100pp. For the most accurate pricing information, 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. 

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

Frequently Asked Questions

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.