In short
- Word for word, or reworded.Choose whether the agent replies with your answer exactly or uses it as guidance.
- Fix this answer.Correct a reply from the conversation itself, with the question and answer filled in.
- Live at once.A saved answer is searchable immediately, without waiting for a sync.
- Many ways to ask.Add up to five other ways visitors phrase the same question.
Some answers should never vary. Prices, refund rules, legal terms and opening hours should be answered the same way every time. Saved answers let you write those answers yourself, and let you correct any reply the moment you spot it.
Write a saved answer
On the Knowledge page, add a Q&A. Write the question the way a visitor would ask it, add up to five other ways people phrase it under "Also asked as", and write the answer. The question can be up to 500 characters and the answer up to 4,000.
Then choose how the agent uses it:
Reply with this answer exactly, which is best for prices, policies and anything legal. Or use it as guidance, and the agent rephrases it to fit the conversation. You can change this at any time.
Fix a reply from the conversation
When you read a conversation and see a reply that is wrong or could be better, click Fix this answer under it. The same dialog opens with the visitor's question and the agent's reply already filled in. Edit the answer, choose how it should be used, and save. The saved answer remembers which conversation it came from.
There is no retraining and no waiting. A saved answer skips the sync that other sources go through and is searchable at once, so the next visitor who asks gets your fix.
How the agent uses your saved answers
Saved answers are searched together with the rest of your content, using the question and every other way of asking it. When a saved answer set to "exactly" is the best match for a visitor's question, and the match is a strong one, the agent sends your text word for word, with no AI rewording. The reply is marked as an answer from your team.
When the match is weaker, or the answer is set to guidance, the saved answer is one of the passages the agent reads and cites. It still counts, it just is not sent word for word.
Safe by design
A saved answer that tries to give the AI orders, or that asks visitors for passwords or card numbers, is refused when you save it, and OneType tells you which line to remove. Links you write into a saved answer count as links you approved, so the agent may share them.
Good to know
A saved answer is sent word for word only when it is a strong, top match. A visitor who asks something related in very different words may get a normal cited answer instead. Adding the other phrasings people use makes a match much more likely. Saved answers are added one at a time; there is no bulk import today.