Answer Live/Hidden

Article Quick Links:

1. Overview
2. Set up
3. Toggle to Hidden
4. Toggle to Live
5. Adding Hidden Answers as Quick Reply Buttons
6. Testing Hidden Answers
7. Notifications

Overview

This feature allows you to toggle Answers to HIDDEN, moving them into a draft mode. Answers that are HIDDEN will not be surfaced in chat, even if the chatter types in one of the trained questions.

There is no need to delete training from Answers in order to set them as HIDDEN. You can keep the training as is, and simply toggle an Answer to HIDDEN when you want it to be unavailable to end users.

Toggle Answers to HIDDEN when you are building a new Answer or flow, and you want to hide it from end users until it's perfect!

Set Up

Toggle to HIDDEN

1. Click on the Answer in the Answers view
2. In the top right corner next to the Answer Settings gear, click the green toggle bar
3. The bar will turn grey, with the words HIDDEN to the left. In the left sidebar, you'll notice that the Answer Title will show a grey toggle, indicating that this Answer is HIDDEN.

Toggle to LIVE

1. Click on the Answer in the Answers view
2. In the top right corner next to the Answer Settings gear, click the grey toggle bar
3. The bar will turn green, with the words LIVE to the left. In the left sidebar, you'll notice that the Answer Title will no longer show a grey toggle, indicating that this Answer is LIVE.

Adding HIDDEN Answers as Quick Reply Buttons

You can add a HIDDEN Answer as a Quick Reply button on another Answer. The Quick Reply button will have a grey toggle, indicating that this Answer is HIDDEN.

This Quick Reply button will not appear in chat, until you toggle the Answer to LIVE.

Testing HIDDEN Answers

When in HIDDEN state, Answers will not be surfaced to end users in chat. However, these Answers will still be available to you in the Test Bot.

Simply open the Test Bot and click on the Settings gear in the top left corner. Toggle on the setting Include all hidden answers in testing and click the arrow in the top left corner to return to chat.

If using multilingual, instead click on the Change language link at the bottom center of the widget. Toggle on the setting Include all hidden answers in testing and click the arrow in the top left corner to return to chat.

If you neither see the Settings gear or option to Change language, there is one extra step needed. In Settings, under Platforms, click on Configure within the Ada Web Chat modal. Select Chat Window, toggle on Branded and Save. This will enable the Settings gear to appear to toggle on the setting Include all hidden answers in testing.

You will now be able to chat with the bot and test Answers that are in both the LIVE and HIDDEN statuses. Quick Reply buttons for HIDDEN Answers will also be visible to you now in chat.

Notifications

When Toggling to HIDDEN

When you attempt to turn an Answer to HIDDEN, you will receive a notification if:

• This Answer is listed as Quick Reply button elsewhere
• This Answer is an Error Answer in an HTTP Request elsewhere
• This Answer is a a Fallback in a Scheduled Message

In each case, you can easily navigate to the affected Answer and make changes before returning to the original Answer and turning it to HIDDEN.

Saving HIDDEN Answers

You will also receive a notification if you have made unsaved changes in a HIDDEN Answer, and attempt to make it LIVE. You will have the option to save and make LIVE, or cancel.

Note: By default, all new Answers will be set to LIVE.

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For any additional questions, contact your ACX Consultant, Account Manager or email us at: [e-mail]