Search Term Rewrites

Rewrite the terms customers use so they match your knowledge base before the AI searches it

Search Term Rewrites (called Query Term Rewrites in the dashboard) swap terms in a customer’s question or case text for the wording your knowledge base uses, before the AI searches. Use them for abbreviations, slang, or shorthand. For example, rewrite “acct” to “account”.

Rewrites apply to both chat and case answers. They only change which articles the AI finds, not the answer text.

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Add a rewrite rule

1. In the IrisAgent dashboard, go to Deploy → Cases and find Query Term Rewrites.
2. Check Enable query term rewrites.
3. Click + Add rule and fill in:
   • From: the term customers type, such as acct.
   • To: the term your knowledge base uses, such as account.
   • Whole word: match only the complete word (acct won’t match inside accts).
   • Ignore case: match any capitalization (Acct, ACCT, acct).
4. Add more rules with + Add rule, or remove one with ×.
5. Click Save Rewrites.

Whole word and Ignore case are on by default. Every rule needs a From term, and From and To must differ, or the rules won’t save.

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Example rules

From	To	Notes
acct	account	Common abbreviation
pw	password	Shorthand
icloud	invoicecloud	Maps a misheard or shortened term to your product name
cancel sub	cancel subscription	Expands shorthand to match article wording

To change the tone and wording of answers instead, see AI Response Style.

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