Customize Responses by Channel Type

Search AI can format responses differently for digital channels (chat, messaging) versus voice channels (IVR, phone). Digital responses can include rich formatting, while voice responses should be concise and TTS-compatible.

How It Works

The {{answer_mode}} variable tells the LLM which channel type is being used:

Value	Channel Types
digital	Chat, messaging, email, SMS, web widgets, social platforms (WhatsApp, Slack, Teams, etc.)
voice	IVR, Alexa, Twilio Voice, Voice Gateway, AudioCodes

Default Behavior

The Default-v2 prompt automatically includes {{answer_mode}}. No configuration needed if you’re using the default prompt.

Custom Prompt Configuration

When creating a custom prompt for Answer Generation, include {{answer_mode}} so the model adapts its response style.

Example prompt structure:

{
  "messages": [
    {
      "role": "system",
      "content": "Generate answers based on the provided context. Customize format based on {{answer_mode}}:\n\n**Digital Channel:**\n- Use markdown for formatting\n- Include bullet points, numbered lists, headings\n- Ensure visual hierarchy and readability\n\n**Voice Channel:**\n- Remove markdown syntax for TTS compatibility\n- Keep responses short and concise\n- Use natural language transitions (First, Second, Lastly)"
    },
    {
      "role": "user",
      "content": "Context: {{chunks}}\nQuery: {{query}}\nAnswer Mode: {{answer_mode}}"
    }
  ]
}

Response Formatting Guidelines

Channel	Formatting
Digital	Markdown, bullet points, headings, structured layout
Voice	Plain text, short sentences, natural transitions, no special characters