Creating Answer Filters

Learn how to create Answer Filters that guide your agent’s responses for specific queries. This guide will walk you through the entire process, from planning to implementation and testing.

Prerequisites

Before creating Answer Filters, ensure you have:

Agent Created: You need an existing agent to add filters to

Admin Access: Only project Admins and Owners can create filters

Clear Objectives: Know what topics need filtered responses

Answer Filters are configured per agent in the Answer Filters tab of the agent dashboard.

Planning Your Filter

Before creating a filter, take time to plan its structure. A well-planned filter is more effective and easier to maintain.

Step 1: Identify the Topic

What specific topic or question type needs consistent responses?

Examples
Checklist

Good Topics for Answer Filters:

Return policy questions
Pricing inquiries
Contact information requests
Specific product features
Account troubleshooting steps

Too Broad:

“Customer questions” (too vague)
“Product information” (too general)
“Help requests” (too open-ended)

Step 2: Collect Query Examples

Gather 3-5 different ways users might ask about this topic.

"What is your refund policy?"
"Can I get a refund?"
"How do I return something for a refund?"
"Do you offer money back guarantees?"
"What's your return and refund process?"

"I can't log in to my account"
"My password doesn't work"
"How do I reset my password?"
"I forgot my login credentials"
"Can't access my account"

"How long does shipping take?"
"When will my order arrive?"
"What are your delivery times?"
"How fast is shipping?"
"Do you offer expedited delivery?"

Pro Tip: Include variations in phrasing, formality, and wording. The more diverse your examples, the better the filter will match real user queries.

Step 3: Define Good Responses

Write 2-4 approved responses that you want the agent to use or incorporate. Characteristics of Good Responses:

✅ Accurate and up-to-date
✅ Clear and specific
✅ Helpful and actionable
✅ Brand-aligned
✅ Complete (answers the full question)

Example 1
Example 2
Example 3

Topic: Refund PolicyGood Responses:

1. "We offer a 30-day money-back guarantee on all products."

2. "To request a refund, log in to your account and go to 
   'Orders' > 'Request Return' for the item you want to return."

3. "Refunds are processed within 5-7 business days after we 
   receive your returned item."

4. "Items must be in original condition with tags attached 
   to qualify for a full refund."

Topic: Technical SupportGood Responses:

1. "Click 'Forgot Password' on the login page to reset your 
   password via email."

2. "Password reset emails arrive within 5 minutes. Check your 
   spam folder if you don't see it."

3. "For security, password reset links expire after 24 hours. 
   Request a new one if yours has expired."

Topic: PricingGood Responses:

"Our Basic plan starts at $29/month and includes up to 
users and 5GB storage."

"We offer three tiers: Basic ($29/mo), Professional ($79/mo), 
   and Enterprise (custom pricing)."

"All plans include a 14-day free trial with no credit card 
   required."

"Annual billing saves you 20% compared to monthly billing."

Step 4: Identify Bad Responses

List 2-3 responses that should be avoided. Types of Bad Responses:

❌ Incorrect information
❌ Vague or unhelpful answers
❌ Off-brand language
❌ Deflecting or dismissive responses
❌ Outdated information

Example 1
Example 2
Example 3

Topic: Refund PolicyBad Responses:

1. "We don't offer refunds." 
   ❌ Incorrect if you do offer refunds

2. "Just contact customer service."
   ❌ Too vague, not helpful

3. "I don't know our refund policy."
   ❌ Unhelpful and unprofessional

4. "All sales are final."
   ❌ Incorrect and creates poor experience

Topic: PricingBad Responses:

1. "It's free!"
   ❌ Misleading if not actually free

2. "Prices vary depending on many factors."
   ❌ Too vague when specific info exists

3. "Our pricing is complicated."
   ❌ Discouraging and unhelpful

4. "I can't discuss pricing."
   ❌ Deflecting when pricing is public

Topic: Data PrivacyBad Responses:

1. "We might sell some of your data."
   ❌ Concerning and likely incorrect

2. "Don't worry about it."
   ❌ Dismissive of legitimate concern

3. "Your data is probably safe."
   ❌ "Probably" undermines confidence

4. "I can't answer privacy questions."
   ❌ Evasive on important topic

Creating the Filter

Now that you’ve planned your filter, let’s create it in the platform.

Step-by-Step Process

Navigate to Answer Filters Tab

Go to your Project Dashboard
Select your Agent
Click on the Answer Filters tab

You should see a table listing any existing Answer Filters for this agent.

Open Create Filter Dialog

Click the ”+ Create Filter” or “Add Filter” button.A dialog or sheet will open with the Answer Filter creation form.

Add Queries

In the Queries section:

Enter your first query example
Click ”+ Add” or press Enter to add more
Add 3-5 query variations

Tips:

Include different phrasings
Vary the formality level
Consider typos or common misspellings
Think about how real users actually ask

Example Queries:
[1] What is your refund policy?          [x]
[2] Can I get my money back?             [x]
[3] How do returns work?                 [x]
[4] Do you offer refunds?                [x]
[+] Add another query...

Add Good Responses

In the Good Responses section:

Enter your first approved response
Click ”+ Add” to add more
Add 2-4 good responses

Tips:

Be specific and actionable
Include all necessary details
Use your brand voice
Ensure accuracy

Good Responses:
[1] We offer a 30-day money-back guarantee...  [x]
[2] Refunds are processed within 5-7 days...   [x]
[3] Items must be in original condition...     [x]
[+] Add another response...

Add Bad Responses

In the Bad Responses section:

Enter responses to avoid
Click ”+ Add” to add more
Add 2-3 bad responses

Tips:

Include common mistakes
List any outdated information
Note off-brand phrasings
Add deflecting responses

Bad Responses:
[1] We don't offer refunds.                    [x]
[2] Just contact support.                      [x]
[3] I don't know our refund policy.            [x]
[+] Add another response...

Review and Create

Review all fields for accuracy
Check for typos in all text
Click “Create Filter” button
Wait for confirmation message

You should see a success message and the filter will appear in your filters list.

Complete Examples

Example 1: E-commerce Returns

Filter Name: Returns & Refunds

Queries:
  - "What is your return policy?"
  - "Can I return this product?"
  - "How do I get a refund?"
  - "Do you accept returns?"
  - "What's your refund process?"

Good Responses:
  - "We accept returns within 30 days of purchase for a full refund."
  - "Items must be unused and in original packaging with all tags attached."
  - "To start a return, log in to your account and select 'Request Return' from your order history."
  - "Refunds are processed within 5-7 business days after we receive and inspect your return."
  - "Return shipping is free for defective items or our mistakes. For other returns, a $5.99 shipping fee applies."

Bad Responses:
  - "All sales are final."
  - "We don't accept returns."
  - "Just contact customer service."
  - "I don't know the return policy."

Example 2: SaaS Pricing

Filter Name: Pricing & Plans

Queries:
  - "How much does it cost?"
  - "What are your pricing plans?"
  - "Do you have a free plan?"
  - "How much is the subscription?"
  - "What's included in each plan?"

Good Responses:
  - "We offer three plans: Starter ($29/month), Professional ($79/month), and Enterprise (custom pricing)."
  - "The Starter plan includes 10 users, 5GB storage, and basic features."
  - "Professional adds unlimited users, 50GB storage, advanced analytics, and priority support."
  - "All plans come with a 14-day free trial, no credit card required."
  - "Annual billing saves you 20% compared to monthly billing."

Bad Responses:
  - "It's completely free."
  - "Pricing is complex and varies."
  - "I can't discuss pricing details."
  - "You'll have to contact sales for pricing."

Example 3: Technical Support

Filter Name: Password Reset

Queries:
  - "I forgot my password"
  - "How do I reset my password?"
  - "Can't log in"
  - "My password doesn't work"
  - "Need to change my password"

Good Responses:
  - "Click 'Forgot Password' on the login page to receive a reset link via email."
  - "The password reset email arrives within 5 minutes. Check your spam folder if you don't see it."
  - "For security, reset links expire after 24 hours. Request a new one if yours expired."
  - "After resetting, your password must be at least 8 characters with a mix of letters and numbers."

Bad Responses:
  - "Your account is probably locked."
  - "Just try again later."
  - "Contact IT support."
  - "I can't help with password issues."

Testing Your Filter

After creating a filter, thorough testing is crucial.

Testing Checklist

1. Test Exact Matches

Try the exact queries you defined:

User: "What is your return policy?"

Expected: Agent should incorporate your good responses
Verify: ✅ Mentions 30-day policy
        ✅ Explains process
        ✅ Avoids bad responses

2. Test Variations

Try similar but different phrasings:

User: "Can I send something back for a refund?"
User: "What if I want to return an item?"
User: "Tell me about your refund policy"

Expected: Filter should still trigger
Verify: ✅ Consistent information
        ✅ Good responses used

3. Test Edge Cases

Try queries that are somewhat related but different:

User: "What if the product is damaged?"
User: "Can I exchange instead of refund?"
User: "Do you have a warranty?"

Expected: May or may not trigger depending on similarity
Verify: ✅ Response is still helpful
        ✅ If triggered, info is relevant

4. Test Negative Cases

Verify bad responses are avoided:

Review several responses to the filtered queries.

Verify: ❌ None of the bad responses appear
        ❌ No deflecting or vague answers
        ❌ No incorrect information

Testing in Chat

Open Chat Interface

Navigate to your agent’s chat interface or test environment

Ask Test Questions

Type each query variation and review responses

Document Results

Note which queries trigger the filter and response quality

Refine if Needed

If responses aren’t as expected, edit the filter (see Managing Answer Filters guide)

Best Practices

Quality over Quantity

Start with 5-10 critical filtersFocus on topics that:

Are asked frequently
Need consistent answers
Have compliance requirements
Protect brand reputation

Be Specific

Detailed is better than vagueInstead of: ❌ “Our return policy is flexible”Use: ✅ “We accept returns within 30 days with original packaging for a full refund”

Include Context

Provide complete informationGood responses should:

Answer the full question
Include next steps
Provide relevant details
Link to more info if needed

Plan for Maintenance

Keep filters current

Review monthly
Update when policies change
Remove outdated filters
Add new ones based on user questions

Common Mistakes to Avoid

Watch out for these common pitfalls:

❌ Too Few Query Examples

Problem: Only 1-2 query examplesImpact: Filter won’t trigger for many similar questionsSolution: Add 3-5 diverse query variations

❌ Vague Good Responses

Problem: “We have a good return policy”Impact: Agent can’t provide specific, helpful informationSolution: Include specific details, numbers, timeframes

❌ No Bad Responses

Problem: Only defining what to say, not what to avoidImpact: Agent might still make known mistakesSolution: List 2-3 common mistakes or outdated info

❌ Overlapping Answer Filters

Problem: Multiple filters cover similar topicsImpact: Inconsistent responses, confusionSolution: Keep filters distinct or combine related ones

❌ Outdated Information

Problem: Filter contains old policy or pricingImpact: Agent gives wrong informationSolution: Set calendar reminders to review filters

Trigger Threshold (Advanced)

Default Setting: 0.5 (50% similarity)Most users should stick with the default. Adjust only if you’re experiencing issues with filter triggering.

The trigger threshold determines how similar a user’s query must be to your examples for the filter to activate.

When to Adjust

Lower Threshold (0.3-0.4)
Higher Threshold (0.6-0.7)
Default (0.5)

Use when:

Filter isn’t triggering often enough
Topic is commonly asked in many different ways
You want broad matching

Example:

Filter: Pricing Information
Threshold: 0.4

Will trigger for:
✅ "How much?"
✅ "What's the cost?"
✅ "Is it expensive?"
✅ "Price?"

Risk of over-triggering (false positives)

Use when:

Filter triggers too often
You need precise matching
Topic is very specific

Example:

Filter: Enterprise Pricing
Threshold: 0.7

Will trigger for:
✅ "Enterprise pricing information"
✅ "How much for enterprise plan?"
❌ "How much?" (too general)
❌ "Tell me about plans" (too broad)

Risk of under-triggering (false negatives)

Next Steps

Create Your First Filter

Follow this guide to create 1-2 filters for your most critical topics

Test Thoroughly

Spend time testing with various query types

Monitor Usage

Check analytics to see how often filters trigger

Iterate

Refine based on real user interactions

Scale Up

Add more filters for additional topics

Managing Answer Filters

Learn to edit, update, and delete filters

Overview

Learn more about Answer Filters concepts

Analytics

Monitor filter effectiveness

Agent Settings

Configure other agent features

Troubleshooting

Filter isn't triggering

Possible causes:

Query examples are too different from user queries
Threshold is too high
Not enough query examples

Solutions:

Add more diverse query examples
Lower the threshold slightly (0.4)
Test with actual user phrasings

Filter triggers too often

Possible causes:

Query examples are too generic
Threshold is too low
Filter topic overlaps with others

Solutions:

Make query examples more specific
Raise the threshold (0.6-0.7)
Review and consolidate overlapping filters

Agent ignores good responses

Possible causes:

Good responses are too vague
Agent’s system prompt overrides filter
Model doesn’t support filters well

Solutions:

Make good responses more specific and directive
Review system prompt for conflicts
Ensure filter is actually triggering (test with exact queries)

Can't create filter (permission error)

Possible causes:

Insufficient permissions
Not an Admin or Owner

Solutions:

Contact project Admin or Owner
Request elevated permissions
Check project membership role

​Creating Answer Filters

​Prerequisites

​Planning Your Filter

​Step 1: Identify the Topic

​Step 2: Collect Query Examples

​Step 3: Define Good Responses

​Step 4: Identify Bad Responses

​Creating the Filter

​Step-by-Step Process

​Complete Examples

​Example 1: E-commerce Returns

​Example 2: SaaS Pricing

​Example 3: Technical Support

​Testing Your Filter

​Testing Checklist

​Testing in Chat

​Best Practices

Quality over Quantity

Be Specific

Include Context

Plan for Maintenance

​Common Mistakes to Avoid

​Trigger Threshold (Advanced)

​When to Adjust

​Next Steps

Managing Answer Filters

Overview

Analytics

Agent Settings

​Troubleshooting

Creating Answer Filters

Prerequisites

Planning Your Filter

Step 1: Identify the Topic

Step 2: Collect Query Examples

Step 3: Define Good Responses

Step 4: Identify Bad Responses

Creating the Filter

Step-by-Step Process

Complete Examples

Example 1: E-commerce Returns

Example 2: SaaS Pricing

Example 3: Technical Support

Testing Your Filter

Testing Checklist

Testing in Chat

Best Practices

Common Mistakes to Avoid

Trigger Threshold (Advanced)

When to Adjust

Next Steps

Troubleshooting