> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# 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:**

```json theme={null}
{
  "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 |