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Creating Response Rules

This guide walks you through creating a response rule from start to finish. By the end, you'll have a working rule that gives custom answers when visitors ask about specific topics.

Before You Start

Think about:

  • What question or topic do you want to address?
  • What words might visitors use when asking about it?
  • What do you want the chatbot to say?
  • Should any actions happen (like showing a form)?

Step-by-Step: Create Your First Rule

Step 1: Go to Response Rules

Click Response Rules in the left menu of your admin panel.

Response Rules menu

Step 2: Click "Add Rule"

Click the Add Rule button at the top of the page.

Add Rule button

Step 3: Enter Trigger Conditions

The trigger condition tells the system when to use this rule.

Trigger condition field

What to enter:

Type the keywords or phrases that should trigger this rule. You can enter:

  • Single words: hours
  • Multiple words separated by commas: hours, schedule, open
  • Phrases: when are you open

Use words your customers use

Think about how real customers ask this question. If they say "what time do you open" more often than "business hours," use their wording.

Step 4: Write Your Response

In the response editor, type what you want the chatbot to say.

Response editor

Formatting options:

  • Use bold for important information
  • Use bullet points for lists
  • Use numbered lists for steps
  • Keep paragraphs short

Example response:

We're open Monday through Friday, 9 AM to 5 PM.

On Saturdays, we're open 10 AM to 2 PM.

We're closed on Sundays and holidays.

Need to reach us outside these hours? Leave a message and we'll get back to you the next business day!

Step 5: Add Actions (Optional)

If you want the response to do more than just display text, you can add actions using the buttons in the editor toolbar.

Action buttons

Common actions:

  • Contact form - Collect visitor information
  • Link button - Add a clickable button to another page
  • Appointment - Show booking form

See Available Actions for all options.

Step 6: Save Your Rule

Click Save to create the rule. It becomes active immediately.

Step 7: Test Your Rule

  1. Open the chat widget (bottom-right corner)
  2. Type a question using one of your trigger words
  3. Verify the response appears correctly
  4. Test with different phrasings

Writing Effective Trigger Conditions

Do: Use Multiple Variations

People ask the same thing different ways:

hours, schedule, open, close, when, time

Do: Include Common Typos (If Relevant)

appointment, apointment, appointement

Don't: Make Triggers Too Broad

Avoid single common words that appear in many contexts:

  • ❌ the (too common)
  • ❌ do (too vague)
  • ❌ help (too general)

Don't: Make Triggers Too Narrow

Avoid overly specific phrases only:

  • ❌ what are your exact hours of operation on weekdays (too specific)
  • ✅ hours, open, schedule, when (flexible)

Writing Effective Responses

Be Concise

Chat messages should be easy to scan:

Good:

We're open Mon-Fri 9-5, Sat 10-2. Closed Sundays.

Too long:

Thank you for your inquiry regarding our operational hours. We would like to inform you that our establishment maintains business hours from Monday through Friday, beginning at 9:00 AM and concluding at 5:00 PM...

Be Complete

Answer the question fully:

Good:

Returns accepted within 30 days with receipt. Items must be unused. Refund goes to original payment method within 5-7 days.

Incomplete:

Yes, we accept returns.

Be Friendly

Match your brand voice:

Happy to help! We're open Monday-Friday, 9 AM to 5 PM. Stop by anytime—we'd love to see you!

Editing and Managing Rules

Edit a Rule

  1. Find the rule in your list
  2. Click the Edit button (pencil icon)
  3. Make your changes
  4. Click Save

Disable a Rule Temporarily

Use the toggle switch to turn a rule off without deleting it. Useful for:

  • Seasonal rules (holiday hours)
  • Promotions that ended
  • Rules you're troubleshooting

Delete a Rule

Click the Delete button (trash icon) to permanently remove a rule.

Warning

Deleted rules cannot be recovered. If you might need it again, consider disabling it instead.

Troubleshooting

Rule isn't triggering

  • Check that the rule is enabled (toggle is on)
  • Verify your trigger words match what you're typing
  • Try simpler, more common trigger words
  • Clear your chat and try again

Wrong rule is triggering

If multiple rules could match, the most specific match wins. Review your trigger words to avoid overlap.

Response looks wrong

  • Check your formatting in the editor
  • Preview the rule before saving
  • Test in the actual widget, not just the editor

Next Steps