Custom Answers let you craft curated Q&A pairs that the Agent prioritizes over generated responses allowing you to attach a specific CTA to trigger an action related to this Q&A.
Overview
The Custom Answers tab lists all your curated Q&A pairs. When you have no Custom Answers yet, an empty state guides you to create your first one.
Click + Add custom answer to open the creation modal.
Fields:
Question: The phrase or intent users will type. Write it as naturally as possible, matching the way your users actually ask. The Agent uses semantic matching, so it will also trigger on similar phrasings.
Answer: The exact reply you want the Agent to return. This is the verbatim text the Agent will use, so write it as a complete, helpful response.
Action(optional): Attach a CTA button that appears alongside the answer. Choose from:
Action
What it does
None
No CTA button. The Agent simply returns the answer text.
Displays a button that navigates the user to a specific URL. Enter the target URL.
Run Action
Displays a button that runs a No-Code Action. Select which Action to execute.
Click Save. Jimo auto-trains the new Custom Answer in seconds. It appears in the list with a Trained status once processing is complete.
Managing Custom Answers
The Custom Answers list shows all your curated Q&A pairs in a table.
Column
Description
Question
The trigger question text.
Type
Always displays Q&A.
Status
Training state: Trained ✅ or Training ⏳.
Last updated
When the Q&A was last modified.
Row actions:
✏️ Edit: Modify the question, answer, or action.
🗑 Delete: Remove the Custom Answer permanently.
Click any row to open the Content Details drawer showing the full question, creation date, author, and status.
How matching works
The Agent uses semantic matching to compare user messages against your Custom Answer questions. This means:
Exact matches always work: If a user types the exact question, the Custom Answer is returned.
Similar phrasings also match: The Agent understands intent, so "What is Jimo?", "Tell me about Jimo", and "Can you explain what Jimo does?" can all match the same Custom Answer.
Custom Answers take priority: When a match is found, the Agent returns your curated answer first, then augments with relevant content from Sources if needed.
If the Custom Answer has an Action attached, the Agent displays the CTA button alongside the answer text. The user can click the button to trigger the action, or simply read the answer and continue the conversation.
Best practices
1
Start with your top 10-20 support questions.
Review your support tickets or conversation analytics to identify the questions users ask most frequently, then create precise Custom Answers for each one.
2
Write complete, standalone answers.
Each answer should fully address the question without requiring additional context. Include links to relevant documentation when helpful.
3
Attach Actions for actionable answers.
If the answer to "How do I change my password?" is a series of steps, attach a Launch Experience action to trigger the relevant Tour, or a Navigate To action to link directly to the settings page.
4
Use "Run Action" for task-oriented questions.
When users ask "Can you invite someone to my team?", pair the answer with a Run Action CTA that executes the invitation workflow automatically.
5
Keep questions natural.
Write questions the way users actually phrase them, not how your internal documentation titles them. "How do I reset my password?" works better than "Password reset procedure".
6
Use Custom Answers for compliance-critical wording.
For security disclaimers, legal statements, or pricing information that must be worded precisely, Custom Answers ensure the Agent returns your exact text every time.
7
Review and update regularly.
As your product evolves, check that Custom Answers still reflect the current UI, pricing, and processes.
