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Overview

Search Term Rewrites (shown as Query Term Rewrites in the dashboard) rewrite terms in the user’s question (or case text) so they match your knowledge base before the AI searches it. This is useful when customers use abbreviations, slang, or internal shorthand that differs from the wording in your articles. For example, if your articles use the word “account” but customers often type “acct”, you can add a rule that rewrites “acct” to “account” so the right articles are retrieved. To configure it, open the IrisAgent dashboard, go to Deploy in the left navigation, and select Cases.
Search Term Rewrites apply to both chat and case answers. They only affect retrieval (which articles the AI finds). They do not change the answer text shown to the customer.

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Adding a Rewrite Rule

  1. On the Cases page, find the Query Term Rewrites section.
  2. Check Enable query term rewrites.
  3. Click + Add rule.
  4. Fill in the rule:
    • From — the term as the customer might type it (for example, acct).
    • To — the term your knowledge base uses (for example, account).
    • Whole word — when checked, the rule only matches the term as a complete word, not as part of a larger word. For example, with “Whole word” on, a rule for acct will not match inside accts.
    • Ignore case — when checked, the rule matches regardless of capitalization (so Acct, ACCT, and acct are all rewritten).
  5. Add more rules as needed by clicking + Add rule again. Remove a rule with the × button.
  6. Click Save Rewrites.
Both Whole word and Ignore case are enabled by default for new rules.

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Example Rules

FromToNotes
acctaccountCommon abbreviation
pwpasswordShorthand
icloudinvoicecloudMaps a misheard or shortened term to your product name
cancel subcancel subscriptionExpands shorthand to match article wording

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Validation

When you save, IrisAgent checks that every rule has a From term and that the From and To values are different. If a rule is missing a From term or has identical From and To values, you will see an error and the rules will not be saved. To change the tone and wording of the answer itself (rather than what the AI retrieves), see AI Response Style. If you need help configuring search term rewrites, reach out by sending us an email.