Testing Content Responses

As you create your content library you’ll likely need to test it and see it in action to be sure it’s doing what you want it do. Before navigating to an interaction and opening the Content Response library (see the article Using Content Responses for more information), here are some useful things to know:

When is content refreshed?

The content library will be refreshed when:

• The interaction state has changed to Assigned OR

• A new conversation is created OR

• A new message is received/sent OR

• A custom data field is updated

When is the library available to the agent?

The content library is only available when the interaction is:

• In a queue AND assigned to a user AND the last inbound message is less than 2 months ago

When are responses presented?

Content responses/variations are only visible when:

• The display condition is met (if there is one configured) AND after browser caching has completed (approx. 10 mins), if the content was recently published

How many responses can I create?

You can create an unlimited number of responses in your content library!

However, a maximum of 200 responses may be loaded in a conversation, so we’d strongly recommend using conditions to limit the number available to the agent if you’re building a larger library. Otherwise, you may find agents can’t access responses that should be available to them if this limit is exceeded.