Once you’ve created Answer Filters, you’ll need to maintain them over time. This guide covers how to view, edit, update, and delete filters, as well as best practices for ongoing management.
Scenario: Users ask about refunds in ways not covered by current queries.
Before
After
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Queries: - "What is your refund policy?" - "Can I get a refund?" - "Do you offer refunds?"
Problem: Filter doesn’t trigger for:
“How do I get my money back?”
“Can I return this for a refund?”
“What’s your money-back guarantee?”
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Queries: - "What is your refund policy?" - "Can I get a refund?" - "Do you offer refunds?" - "How do I get my money back?" ← New - "Can I return this for a refund?" ← New - "What's your money-back guarantee?" ← New
Result: Filter now triggers for more query variations
Scenario: Return policy changed from 14 to 30 days.
Before
After
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Good Responses: - "We offer a 14-day return policy on all items." - "Returns must be requested within 14 days of purchase."
Problem: Information is outdated
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Good Responses: - "We offer a 30-day return policy on all items." ← Updated - "Returns must be requested within 30 days of purchase." ← Updated - "This extended policy applies to all purchases made after January 1, 2024." ← New
Result: Filter provides current, accurate information
Scenario: Agent started saying “refunds take 2-3 weeks” when it’s actually 5-7 days.
Before
After
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Bad Responses: - "We don't offer refunds." - "All sales are final."
Problem: Doesn’t prevent the new mistake
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Bad Responses: - "We don't offer refunds." - "All sales are final." - "Refunds take 2-3 weeks." ← New - "It will take a while to process your refund." ← New
Result: Filter now helps prevent timing misinformation
Use this checklist when reviewing multiple filters:
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## Filter Audit ChecklistFor each filter, verify:### Accuracy- [ ] All information is current and correct- [ ] Good responses reflect latest policies- [ ] Bad responses cover known mistakes- [ ] No contradictions with other filters### Completeness- [ ] 3-5 query examples provided- [ ] Query examples cover main variations- [ ] Good responses are specific and actionable- [ ] Bad responses prevent key mistakes### Relevance- [ ] Topic is still applicable- [ ] Filter is still triggering- [ ] User queries match examples- [ ] Responses remain helpful### Quality- [ ] Good responses are clear and specific- [ ] Language is brand-aligned- [ ] Information is complete- [ ] Tone is appropriate### Technical- [ ] Filter triggers at correct threshold- [ ] No unintended triggering- [ ] Works across languages (if applicable)- [ ] Integrates well with other filters### Actions- [ ] Update: [What needs updating]- [ ] Monitor: [What to watch]- [ ] Delete: [Reason if deleting]- [ ] Keep as-is: [Confirmed working well]
When you have too many filters, consider consolidating:
Before Consolidation
After Consolidation
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Filter 1: "Returns - Within 14 days"Queries: - "Can I return within 14 days?" - "What if it's been less than 2 weeks?"Filter 2: "Returns - Within 30 days"Queries: - "Can I return within 30 days?" - "What if it's been less than a month?"Filter 3: "Returns - General"Queries: - "What's your return policy?" - "Do you accept returns?"
Problems:
Redundant coverage
Potential conflicts
Hard to maintain
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Filter: "Returns - Complete Policy"Queries: - "What's your return policy?" - "Do you accept returns?" - "Can I return within 14 days?" - "Can I return within 30 days?" - "What if it's been less than 2 weeks?" - "What if it's been less than a month?" - "How long do I have to return something?"Good Responses: - "We accept returns within 30 days of purchase." - "Items must be in original condition." - "Refunds processed in 5-7 business days."Bad Responses: - "We only accept returns within 14 days." - "All sales are final."
Relationship: System prompts provide general behavior, filters provide specific responses
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System Prompt: "You are a helpful customer service agent. Always be polite and professional."Answer Filter (Refunds): "We offer a 30-day return policy..."Result: Agent maintains polite tone (from prompt) while giving specific refund information (from filter)
