Custom Answers (formerly Resolution Bot) allow you to build bespoke answers to the most important questions for increased accuracy, consistency, and specificity and when you want to create answers that include rich media, Custom Actions, Custom Objects and/or Custom Apps.
A Fin profile can be set up to use these Custom Answers to resolve specific questions a customer asks at the start of a new conversation, and Fin will prioritize them over its AI Answers. They can also be used to suggest answers in the Messenger, before or while a customer is typing.
Get started
Go to Automation > Custom Answers.
Some of your customers’ common questions are automatically identified and listed under Unanswered Questions.
Click View all questions to see a list of unanswered questions for you to review.
Recognize questions
Your customers will ask the same question in different ways. When creating an answer, you should train it to recognize several variations of the question by accepting or rejecting the examples shown.
Note: There is an upper-limit of 30 non-stop words a question can have (stop words are things like "it", "the", "they", "what", etc.). If a query is longer than this, Fin will not send Custom Answers, as it is likely too complex for a Custom Answer to solve.
You can also recognize questions your customers haven’t yet asked, by manually adding example questions:
Create an answer
You can create a powerful answer using the plus icon to add follow-up actions with conditions and rules to take each customer down the right path.
To create an engaging answer, make use of attributes, text, emojis, GIFs, Articles, images, file attachments, videos, and Product Tours.
Tip: Learn more about path building on the visual canvas.
Choose your audience
Choose to target the answer to a select group of people. This means this answer can only fire for the group of people who match the audience rules.
Additionally, every other Custom Answer condition will need to be met (i.e. the customer will have to ask a relevant question, match any trigger words, match the audience rules for the Fin profile, etc.).
Test your answer
Now you can click Test answer to see a preview of this Custom Answer in action and ensure relevant questions are matching the answer you’ve created.
Note: Give your Custom Answer title at the top one last check before you set the answer live, since your customers might see it while interacting with the bot.
Set your answer live
Once you set an answer live it will be added to your list of Custom Answers which can be enabled in a Fin profile.
Note:
A Custom Answer must be set live for Fin to be able to use it.
Fin will first respond with Custom Answers if there’s a strong match. Otherwise, it will generate its own AI Answer (if AI Answers are enabled).
Customer experience
If a customer clicks ‘That helped’, or if they don’t reply within three minutes, Fin will close the conversation. If they’d like to see another answer, they can click ‘Get more help’:
Depending on how you’ve configured How Fin should behave, it can either explain where to get more help, or hand over to a teammate.
If you’ve asked Fin to hand over to a teammate, it will leave the conversation open so your team can follow up. The conversation will then be routed according to your handover and routing setup.
Note: Because Custom Answers offer a chance to ‘Get more help’ and talk to the team, they will likely drive more conversations to the Inbox without allowing Fin to use AI Answers (even if these are enabled in the Fin profile).
Find and improve underperforming answers
For a detailed look at how a single answer is performing, just open the answer from your list of Custom Answers.
💡Tip
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts