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 include FAQ-type questions and answers to these custom answers to help the AI Copilot in addressing 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. In the Settings sidebar, you can select the Brand, set Visibility (Access Scope), and assign Tags based on your custom answer needs. Visibility: Set to “private” for agents-only access or “public” to make the custom answer visible to all users.
5. Publish the custom answer. Once published, the custom answer will be integrated into the AI Copilot’s knowledge base.

You can also use the Convert to a Custom Answer option to turn the ticket response into a custom answer. This action sets the ticket subject as the question and applies the selected response as the answer.

Check out this video for more details