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Using Zupport.chat

Scenarios

Curate exact-answer Q&A, generate alternative phrasings, suggest questions from your knowledge base, and publish to the CDN.

Last updated 2026-05-23

Scenarios are the questions you really, really want answered correctly. Every visitor message is matched against your scenarios first; only if no scenario matches well enough does the AI fallback take over.

The editor layout

The scenarios page has two columns:

  • Left — the scenario list. Each entry shows the question, an answer preview, and a status badge.
  • Right — the editor for the currently selected scenario.

Add a new scenario

  1. Click Add scenario (or use the inline input at the top of the list).
  2. Type the question and press Enter / click Add.
  3. The app calls the LLM to auto-generate an answer from your uploaded sources, plus three alternative phrasings as variants.
  4. The scenario appears in the list with status draft (no answer yet) or ready (answer generated).
Auto-generation needs a knowledge base
Answer generation reads your published vectors. If you haven't added any sources, you'll see Add some sources first instead of a generated answer.

Edit a scenario

Pick a scenario from the list. The right panel exposes:

  • Question — editable text input. Changing it triggers a fresh answer generation.
  • Answer — editable textarea. Use Regenerate to re-run the LLM with the current question.
  • Variants — list of alternative phrasings. Each can be deleted individually. Add variant takes a new phrasing manually; Generate variants asks the LLM for three new ones.
  • Delete scenario — removes the row entirely.

Suggest a question

Click Suggest question to ask the LLM for a question your visitors are likely to have but no scenario covers yet. The suggestion is auto-added to the list, with answer and variants pre-filled. Edit anything you like before publishing.

Requires a built knowledge base. The button is disabled until at least one source has finished embedding.

Status lifecycle

StatusMeaning
draftQuestion exists, no answer yet.
readyAnswer present, not yet published.
publishedLive on the CDN; visitors see this answer.

Publish

A Publish button appears whenever there are unpublished changes (added, edited, or deleted scenarios). Clicking it writes a new scenarios.json to the CDN; the embed will fetch it on the next page load (or sooner if the page calls refresh() — see JavaScript API).

Publish often, edit fearlessly
Publishing is fast and atomic. There is no draft-mode preview separate from the chat preview already on this page — drafts are visible to you in the preview widget, but never to real visitors until you click Publish.

Greeting quick replies

Up to eight scenarios can be promoted to greeting quick replies in Configure. They render as one-click buttons under the greeting message so visitors don't have to type.