> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ekho.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Smart replies
> Author your own answers for the questions you want handled a specific way.
Documents are the right tool for reference material. Smart replies are for questions where you want to control the answer word for word.
Typical cases:
* A question with a legally careful answer, like what your warranty does not cover
* A policy you want stated exactly, not paraphrased
* A question your team is tired of answering
* Anything where the agent's own phrasing has been slightly off
## Smart replies versus documents
| | Documents | Smart replies |
| -------------------- | ------------------------------------------- | ---------------------------- |
| Best for | Reference material, specs, manuals | Specific recurring questions |
| The agent | Retrieves and paraphrases relevant sections | Uses your authored answer |
| Effort | Upload a file you already have | Write each one |
| Control over wording | Indirect | Direct |
Most dealers use both. Documents give breadth, smart replies pin down the handful of answers that matter most.
## Finding the ones worth writing
You do not have to guess. Two signals tell you:
1. **Thumbs-down ratings** in website chat. Buyers flag replies that missed.
2. **Your own inbox.** Read [conversations](/sales-agent/conversations/inbox) for a week and the repeated questions become obvious.
Write smart replies in response to real conversations rather than imagining what buyers might ask. The questions people actually ask are rarely the ones you would have predicted.
The fastest way to find what your agent is getting wrong.