Suggested Responses are provided for some of the understandings in your Knowledge Base. These are pre-programmed according to the general responses that apply to most bots. Your team has the ability to use these messages, if desired, by clicking “Copy to my Account.” Once the answer has been copied, it’s yours! You can edit as desired, and any changes makes to the suggestion won’t affect your copy. As with other understandings in your knowledge base, your bot will only deliver a Suggested Answer once it has been approved.
When viewing the Knowledge Base page of the platform, you will notice the occasional understanding that has "# suggestion" listed or is preceded by "Suggestion". You will see the majority of these in the FAFSA, Finaid, and Chat sections of your Knowledge Base. Those understandings that contain " Suggestion" in front of them, have yet to be copied to your account and approved for your bot's use.
To copy a suggested response to your Knowledge Base:
- Click on the understanding
- Scroll down to "Suggested Response"
- Click "Add" to copy the suggested response to your Knowledge Base
- Approve the answer so that your bot can begin to provide that response