How to Create Custom Answers for AI Copilot

Custom answers act as a data source for the AI Copilot and are not directly visible to end users. You can add FAQ-type questions and answers to these custom answers to help the AI Copilot address those queries.

To add new custom answers, follow these steps:

1. Navigate to KB > Artificial Intelligence > Custom Answers.

2. Click the Add Custom Answer button.

3. Update the title and details of the custom answer.

4. Publish the custom answer.

Once published, the custom answer will be processed and added to the AI Copilot's knowledge.

You can also use the Convert to a Custom Answer option to turn the ticket response into a custom answer.

This action will set the ticket subject as the question and the selected ticket response as the answer.

Check out this video tutorial for more details.