Custom questions let you define exact questions and approved answers that AI agents can reference during customer conversations.
The Custom questions tab gives you direct control over how AI agents handle specific or sensitive inquiries. By defining your own questions and answers, you ensure agents respond using language you have reviewed and approved. This is especially useful for recurring topics where accuracy, consistency, or compliance matters, such as policies, qualifications, pricing disclaimers, or service boundaries.
Custom questions help reduce ambiguity in AI responses and give your team confidence that agents are sharing the right information, in the right way, every time.
How it works
Click + Add question to open the Custom questions screen. Enter the question and the corresponding answer, then click Save to add it to your knowledge base.
Once saved, agents can reference these entries during conversations when a customer asks a matching or closely related question. Existing questions can be edited or deleted at any time to reflect changes in policy, messaging, or business operations.
Well-maintained custom questions improve response accuracy, minimize manual corrections, and help standardize how your business communicates with customers across chat, SMS, and voice interactions.
