Personalized Responses

Overview

The Knowledge Base tool allows partners to add personalized responses to an understanding so that when someone asks a question that matches to this understanding, they may receive different responses depending on their information. For example, an understanding might have multiple personalized responses for current students vs. prospective students, or based on a status like application status, or determined by any other default or custom field - even channel (SMS vs. web-chat)! If the person asking the question does not meet the criteria for any of the personalized responses, they will instead receive the default response.

Viewing Personalized Responses

1. Navigate to the Knowledge Base tool.
2. Select an understanding from the table. (See Locating Answers in your Knowledge Base.)
3. On the right side-panel, you will see all default response variants first, then all personalized responses, followed by the questions that map to this understanding.

Adding / Editing a Personalized Response

1. To create a new Personalized Response, click the + Personalized Response button.
2. Alternately, click into an existing personalized response to switch to edit mode.
3. There are two ways to make a response personalized:
   
   1. Audience: Select an Audience from the searchable dropdown, or click + New Audience to create a new one. (See Creating / Editing Audiences.) When a contact asks a question that maps to this understanding, this is the set of rules that will determine whether they are eligible to receive this response.
   2. Contact Fields: Click the person icon and select one or more Contact Fields, including default built-in fields like name or channel, and custom fields like GPA or Financial Aid Status. (See Contact Fields Manager.) When a contact asks a question that maps to this understanding, if the contact has values for all of these fields, they can receive this response instead of the default response.
      • If Preferred Name is inserted and the contact does not have a value for this field, then the contact's First Name will be inserted instead.
   3. Note: It is also possible to use both methods to personalize these responses!
4. In the textbox, enter the response you would like these recipients to receive. (See Editing Answers in your Knowledge Base.)
5. Set the approval status using the dropdown menu. (See Approving Answers in Your Knowledge Base.)
6. Click Save.

Notes About Evaluation

• When a contact asks a question that maps to this understanding, the first listed personalized response will be evaluated; if the contact meets the criteria of its Audience (if applicable) and has a value for all of the inserted Contact Fields (if applicable), they will receive this response.
• If they do not meet this Audience's criteria OR if they do not have a value for any of the inserted Contact Fields, then the next personalized response will be evaluated. This continues down the list.
• If the contact does not meet the criteria for any of the personalized responses, they will receive the default response (or one of the default response variants).
• Like default responses, any personalized responses that are not approved will be skipped.
• If the contact does not meet the criteria for any of the approved personalized responses, and if there are also no approved default responses, then the evaluation will move on to the next-best match of your understandings.
• At a certain point, the match score may fall below the confidence threshold, and the system will return the appropriate Fallback Response instead. (See Fallback Responses.) As of April 2023, Fallback Responses can also be personalized by Audience or contact field.