If the assistant answers a question in a way you don't like, you can correct that reply in the inbox. Softalon turns your correction into a short guideline, and the assistant follows it in future replies to general questions.
What you can and can't correct
You can correct the assistant's text replies to general questions, like questions about parking, policies or your services.
You can't correct:
- Booking replies. Available times, prices and services always come from your settings. If they were wrong, fix your working hours, team schedules or services.
- Follow-up nudges.
- Keyword replies. The pencil button opens the keyword's reply instead, so you can edit it.
- Replies to photos or voice messages only. A correction needs a client text message to learn from.
Before you start
- You're a Super Administrator or the Owner.
- You have fewer than 20 saved corrections. That's the limit per salon. Delete or replace an old one to make room.
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Step 1 of 5
Find the reply
Go to Conversations in the sidebar, open the conversation and hover the assistant reply you want to improve.
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Step 2 of 5
Click Correct Reply
Click the pencil button next to the reply. The Correct Reply window opens with the Original Reply.
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Step 3 of 5
Write the reply you wanted
Corrected Reply starts with the original text. Edit it into the reply the assistant should have sent, up to 2,000 characters. Then click Continue.
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Step 4 of 5
Review the guideline
Softalon compares your version with the original and writes a Guideline, a short rule like Keep replies to one sentence. You can edit it, up to 500 characters. Your reply is usually saved too, as an Example Reply.
Depending on what you changed, you may also see:
- Times and Prices Come From Settings: your reply changed data that comes from your settings. Only the guideline is saved.
- Add to Knowledge Base or Update Knowledge Base: your reply contains a fact about your salon. Leave the box checked to save it to your knowledge base.
- Replaces Existing Guidelines: older guidelines that say the same thing or contradict the new one. They start checked, and checked guidelines are deleted when you save.
- Conflicts With Assistant Settings: the guideline goes against your assistant settings, for example a casual tone when Formality is Formal. If the assistant should always reply that way, change the setting instead.
- Nothing to Learn: the correction only changes data from your settings, or an existing guideline already covers it.
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Step 5 of 5
Save
Click Save Correction.
You will see:A Correction Saved message appears. The assistant uses the guideline from its next reply to a general question.
Manage your corrections
All corrections are listed in Settings › Conversations, in the Reply Corrections card.
- Use the switch to pause a correction without deleting it.
- Open the menu on a correction and choose Update to edit the Guideline or the Example Reply.
- Choose Delete to remove it.
Corrections saved with Guideline only have no example reply, because the reply contained data from your settings or facts that went to the knowledge base.
Guidelines shape tone, length and phrasing. They never override the facts the assistant gets from your settings, and the assistant always answers in the client's language.
If something is off
There's no pencil button on a reply
Booking replies and nudges can't be corrected, and only Super Administrators and the Owner see the button. Hover the reply to show it.
It says Already Corrected
Each reply can be corrected once. Change the existing correction in Settings › Conversations instead.
I get an error that the limit is reached
A salon can keep up to 20 corrections. Delete ones you no longer need, or check old guidelines under Replaces Existing Guidelines so the new one replaces them.
Common questions
No. The client keeps the original reply. The correction only affects future replies.