This article shows you how to see what went into an AI-generated reply, and how to edit your knowledge base entries straight from the conversation view. It makes the AI easier to understand, lets you update things in real time, and helps keep AI replies accurate.
AI Response Info in conversations
AI Response Info lets you:
See what's behind the AI's reply, such as prompts, intents, actions and data sources.
Edit knowledge base entries (for example, FAQs or website data) without leaving the conversation view.
See your updates reflected in AI replies straight away.
You can use this for all AI messages, AI workflow actions and bot trial messages in your conversations.
Why use AI Response Info?
Here's what it gives you:
Transparency: See how the AI builds its replies, including the prompts, intents and data sources it used.
Control: Update FAQs and website information directly to keep them accurate.
Efficiency: Update data sources in real time and improve the AI's performance without leaving the conversation.
What AI Response Info can I see?
Response: The reply the AI sent to the contact. You can edit it so the AI bot knows how to reply in future. Editing it will NOT change the reply that was already sent to the contact.
Prompt: The instructions the AI followed. You can edit the prompt directly in the AI Response Info sidebar.
Intent: The goal or purpose of the reply. You can't change this in the sidebar. To adjust the intent, go to the Conversation AI settings.
Sources (Knowledge Chunks & FAQs): Where the AI bot's reply came from. This will be either a URL used to train the bot or an FAQ from the bot's knowledge base entries.
How to view and edit AI Response Info
Step 1: Go to the conversation view
Open a conversation that has AI-generated messages in it.
Step 2: Find the AI message
Find the message the AI wrote. You'll see an AI icon below it.
Step 3: Open the AI Response Info sidebar
Click the AI icon to open the AI Response sidebar.
Frequently Asked Questions
Q: Will editing the prompts or sources in the conversation view affect all AI replies?
Yes. Any changes you make to the knowledge base (for example, FAQs or website data) update straight away and affect all future AI replies that use that data.
Q: How will I know if AI information has been edited?
Edited entries show an "Edited" label in the sidebar.
Q: Can I undo changes made to the knowledge base?
There's no "undo" option, but you can edit the information again to change it back to how it was.