Answers tell a conversation bot how to best respond to customer questions through the Web Widget or mobile SDK. After you create an answer, you may find you need to remove it from the bot, or clone it to use elsewhere in the bot or in another bot.
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Cloning an answer within a bot
You can clone answers in a bot. Cloning an answer creates a copy that you can modify and use within the same bot. You can also clone an answer to use in another bot.
To clone an answer
Cloning an answer to another bot
If you want to reuse an answer in another bot, you can clone it directly to that bot.
To clone an answer to another bot
- On the bot’s Answers tab, hover your cursor over the answer you want to remove.
- Click the Row actions icon () and select Clone to. A list of your available bots appears.
- Select the bot you want to copy the answer into. The answer is copied and added to that bot's answer list. If that bot has an answer with the same name, the copied answer's name is appended with (copy).
Deleting and deactivating answers
If an answer is no longer relevant or necessary, you have two options for removing it from your bot:
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Deleting, which permanently removes the answer from the Answers list.
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Deactivating, which removes the answer from the bot but retains it for future use.
To delete or deactivate an answer
- On the bot’s Answers tab, hover your cursor over the answer you want to remove.
- Click the Row actions icon () and select your action: Delete or Make inactive.
- Confirm your selection.
- The answer updates according to the selected action:
- Delete removes the answer from the answer list.
- Make inactive changes the answer’s status to Inactive. You can reactivate the answer from the Row actions icon by selecting Make active.
Publishing answer updates
Before your edited answers are available to your customers, you must publish the bot they’re attached to. See Publishing a bot for information and instructions.
Answers are not published individually. When you publish the bot, all answers in the Ready to publish state are also published.