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Source priority and an editor for suggested questions
Mark the sources your agent should rely on most, and manage the suggested questions that help visitors start a conversation.
- NewStar a knowledge source to rank it above other matching content.
- ImprovedA starred source also wins when two sources disagree, while Q&A answers still come first.
- ImprovedPriority applies right away, with no retraining needed.
- NewAdd and remove up to six suggested questions in the Appearance tab and see them in the live preview.
Some content matters more than the rest. An up-to-date price list should beat an old brochure, and your returns policy should outrank a blog post that mentions returns in passing. In the knowledge list, select the star next to a source to mark it as priority. When several sources match a question, the starred one ranks higher, and when they disagree, the agent goes with it.
Priority only changes ranking at question time, so it applies immediately without retraining. Q&A pairs already take precedence over everything else, so the star is meant for websites, files and text.
Suggested questions also got their own editor in the Appearance tab. Type a question and press Enter, and it appears as a chip in the live preview. Visitors see these questions on a fresh chat and can click one to start.