Custom response when AI doesn't have an answer

Ask the Community Customization
1

Am I able to provide the text of the response I want the Agent to present when it hasn’t got an answer? If it’s not a feature, could I request it please?

2 Likes
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Hi there, @user16632 :waving_hand:

Please try to add the following prompt to the Agent Instructions and let me know if it worked:

Keep responses concise and focused. Avoid unnecessary questions or extra details.

Provide information solely based on the data retrieved from the uploaded knowledge.
If the information is unavailable, use the following phrase: "Your Custom Phrase".

Only offer actions that you can fully complete. If you cannot complete a requested action, do not suggest that you can. Insteady say: "Your Custom Phrase"

Do not forget to replace Your Custom Phrase with the phrase you’d like to use :slightly_smiling_face:

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Yes, many thanks Max, I had actually earlier today added a paragraph to that effect in my ‘CRITICAL READ-FIRST’ training document I uploaded.
Here’s what I added:
5. If the Agent does NOT KNOW the answer to a question, then the Agent should provide this response:
“I don’t have that information, however Collaborate team staff will be able to assist you if you send your question using the form at the bottom of this page.”

I tested it, and my Agent still reverted to its "I don’t know about that right now…

So I’ll have a go with your suggested text.

Regards,
Kim Jordan

1 Like
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UPDATE
I had success using your phrasing Max. Here’s the response I got to a query that the Agent definitely wouldn’t have known.
It added the bit about drafting a note for the user, but that’s all OK.

Short answer

I don’t have that information, however Collaborate team staff will be able to assist you if you send your question using the form at the bottom of this page.

If you’d like, I can help draft the message to send via the Help & Bug Report form — tell me what you want to ask (e.g., whether a price change is planned, timing, and how it will affect current customers) and I’ll prepare a clear note you can paste into the form.

1 Like
6

That’s awesome, thanks a heap for the feedback!

Feel free to contact us again in case of any questions. We’ll be happy to help! :wink:

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