Now your AI agent gives Custom Answers priority. When a customer's question matches one of the training questions you set in AI Settings → Knowledge, that answer becomes the reply.
- Matching handles real phrasing: paraphrased questions still match, and a question asked in Spanish matches an English training question.
- Delivered in the conversation's voice: the answer comes out in the customer's language, your agent's tone, and the right formatting for the channel.
- Highest authority in your knowledge: Custom Answers outrank AI-derived and document knowledge, and a matched answer can override a procedure step that would otherwise hold it back.
- Per-agent control: turnPrioritize custom answerson or off in the Configure step. This toggle is default on for all newly created agents and off for existing ones, so nothing changes for your current agents until you switch it on.
Note: If several answers match, the agent covers all of them. If two conflict, the most recently created one wins.