---
title: "Create, Edit, Duplicate Answers"
slug: "create-edit-duplicate-answers-1"
description: "Create Answers that can be used across different Channels, with different Answer types, and for different Audiences. Learn more in Gladly Help Docs."
updated: 2026-04-07T20:23:42Z
published: 2026-04-07T20:23:42Z
stale: true
---

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

# Create, Edit, Duplicate Answers

| **REQUIRED USER ROLE** Administrator, Team Manager, or Answer Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Create Answers for different Channels with different Answer [Answer types](https://help.gladly.com/docs/answer-type-definitions) and different [Audiences](https://help.gladly.com/docs/what-is-answers#answers-by-audience).

## Create Answers

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Answers**.
3. From the Answers page, click **Add Answer.**
4. On the left panel of the Answer editor, configure the following information:
  - **Name –** Enter the title for this Answer.
  - **View Answer In –** The default language in the dropdown is *English – United States.*But since an Answer can be in multiple languages, choose the language(s) for the Answer you're creating from the dropdown. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to the language. The languages you add move under the **View Answer In** header.
    - To view the Answer in another language you picked, return to the **View Answer In** dropdown and click on the language under the View header. ![Dropdown menu showing language options with 'Chinese - Traditional' selected.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Create-Answers(1).png)
  - **Audience –** A picklist is available if at least one Audience is [configured](https://help.gladly.com/docs/create-and-edit-audiences). If you'd like the Answer you're creating to appear under a specific Audience, select the Audience name from the list. You can select as many Audiences as you need. Otherwise, you can leave this field blank. ![Dropdown menu for selecting audience options related to pug lovers in different regions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/create-answer-audience.png)

> [!WARNING]
> Excluding Audience in a Public Answer
> 
> If you use the [Audiences](https://help.gladly.com/docs/what-is-answers#answers-by-audience) feature to link Public Answers to a specific Audience, it’s important to understand how this affects searchability:
> 
> - **Without an Audience assigned:** The Public Answer will be searchable in both the Chat and the Help Center, without being tied to any specific Audience.
> - **With an Audience assigned:** The Public Answer becomes searchable only in Help Centers that have an assigned Audience, as well as in the Chat.
> 
> While assigning an Audience is optional, doing so helps control where the Public Answer is accessible.
    - If there's no Audience configured, clicking Create an Audience takes you to the [Audience configuration](https://help.gladly.com/docs/create-and-edit-audiences) page, where you can create and manage Audiences.
5. Below **Audience**, you'll see the four [Answer types](https://help.gladly.com/docs/answer-type-definitions) [](https://help.gladly.com/docs/answer-type-definitions)you can create for every language the Answer has. You'll need to author the Answer content based on the selected language and Audience. ![Options for sharing information include Reference, Email, Messaging, and Public settings.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/create-answer-select-answer-type.png)
6. Proceed to create the type of Answer you need.
  - [Reference](/product-docs/docs/create-and-edit-answers-1#create-a-reference-answer)
  - [Email](/product-docs/docs/create-and-edit-answers-1#create-an-email-answer)
  - [Messaging](/product-docs/docs/create-and-edit-answers-1#create-a-messaging-answer)
  - [Public](/product-docs/docs/create-and-edit-answers-1#create-a-public-answer)

### Number of Answers allowed and character limit per Answer type

Below are the number of Answers you can create per Answer type, including each type's character limits.

- **Reference Answers –**No limit and 25k character limit per Answer.
- **Email Answers –** No limit and 25k character limit per Answer.
- **Public Answers –** 1,000 Answers per language or [Audience](https://help.gladly.com/docs/what-is-answers/#answers-by-audience) or a combination of both if applied to [Help Center](https://help.gladly.com/docs/what-is-help-center) and a 25k character limit per Answer. Otherwise, there's no limit.
  - **Note –**The 1,000 Public Answers limit applies to each Help Center.
- **Messaging Answers**
  - **Note –** While a Messaging Answer can contain up to 2048 characters, the limit is automatically applied upon using the Answer for the Channels below, and you won't be able to send the message until the message meets character limits.
    - **Chat and WhatsApp –**2048 characters
    - **SMS/Text –**1600 characters
    - **Facebook Messenger –** 640 characters

### Create a Reference Answer

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to the **Reference**option on the left side panel. A card for the Reference Answer will pop up, ready for you to fill in.
  - **Internal Check Box –** If you want the Reference Answer to be internal (i.e., for Agent eyes only or voice scripts), click on the **Internal** box on the top of the Reference Answer card. If you'd rather keep it general, move straight on to the next step.
2. Click into the content box and start typing your Answer.
  - See [Composer Overview](/docs/composer-and-text-editor-interface-overview) to learn editor features for each [Answer type](https://help.gladly.com/docs/answer-type-definitions).
3. When you finish your Reference Answer, decide if you want to add any other Answer type(s). Click the ![](https://connect.gladly.com/wp-content/uploads/2024/04/green-plus-icon.svg)****next to Email, Messaging, or Public to create a version of the Answer in the same language or Audience if it's selected.
  - **Multiple Languages –** If the Answer is intended to be in various languages, click the **View Answers In** dropdown and click the language under the **View** header to open the editor for the selected language.
4. Click **Create** when you're done.

### SIP addresses

SIP (Session Initiation Protocol) address is used to identify users on a phone or email network. SIP addresses resemble email addresses and are written in the following format:

- sip:y@z:port where y=username and z=host (domain or IP)

When SIP addresses are stored as a Reference Answer, they appear as a clickable link that copies the address and can be pasted to a [Note](https://help.gladly.com/docs/what-are-notes), [Task](https://help.gladly.com/docs/what-is-a-task), or to dial another [participant](https://help.gladly.com/docs/end-transfer-and-conference-calls#start-a-conference-call) during a phone call.

![List of SIP addresses for four different stores with corresponding email formats.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/sip-addresses-reference-answers.png)

### Create an Email Answer

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to the Email option on the left side panel. A card for the Email Answer will pop up, ready for you to fill in.
2. In the **Email Subject** field, enter the subject of the email. This subject will automatically apply to the Agent's email response and replace any previous email subject. If you'd prefer the response, always follow the previous email subject in the thread. Leave this field blank.
3. If you want to include an Internal Note for Agents, click on the **Internal Note** section and type into the field that pops up.
4. Click into the content box and start typing your Answer.
  - See [Composer Overview](/docs/composer-and-text-editor-interface-overview) to learn editor features for each [Answer type](https://help.gladly.com/docs/answer-type-definitions).
5. When you finish your Email Answer, decide if you want to add any other Answer type(s). Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to Reference, Messaging, or Public to create a version of the Answer in those Answer types.

### Create a Messaging Answer

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to the Messaging option on the left side panel. A card for the Messaging Answer will pop up, ready for you to fill in.
  - **Internal Note –** If you want to include an Internal Note for Agents, click on the Internal Note section and type into the field that pops up. Internal Notes for a Message Answer will automatically apply to the Email Answer and vice versa.
2. Click into the content box (right under the formatting ribbon), and start typing your Answer.
  - See [Composer Overview](/docs/composer-and-text-editor-interface-overview) to learn editor features for each [Answer type](https://help.gladly.com/docs/answer-type-definitions).
3. When you're done with your Messaging Answer, decide if you want to add any other Answer type(s). Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to Reference, Email, or Public to create a version of the Answer in those Answer types.

### Create a Public Answer

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to the Public option on the left side panel. A card for the Public Answer will pop up, ready for you to fill in.
2. In the Title field, add a Customer-facing Answer name visible to your Customers when viewing the Answer in the Chat or on your Help Center page.
3. Click into the content box and start typing your Answer.
  - See [Composer Overview](/docs/composer-and-text-editor-interface-overview) to learn editor features for each [Answer type](https://help.gladly.com/docs/answer-type-definitions).
4. When you're done with your Public Answer, decide if you want to add any other Answer type(s). Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-plus-icon.svg) next to Reference, Email, or Messaging to create a version of the Answer in those Answer types.

## Edit an Answer

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. From the list of options, click **Answers** to be taken to the Answers page, where you'll see a list of all your Answers in Gladly.
3. Scroll through the list and select the Answer you wish to edit. You can also narrow down the results by typing a search term into the filter at the top left of the screen or using the Language, Channel, or Audiences filters.
4. From the Answer edit page, start editing the Answer you want to change. Any languages that exist for the Answer are now listed in the "View" section of the "View Answer In" dropdown instead of the "Add" section.
5. When you're happy with your edits, click **Save**.

> [!WARNING]
> Delay updating an Answer title
> 
> It could take up to 60 seconds for a new Answer title to update from the moment it's saved.

## **Duplicate an Answer**

You can replicate an existing Answer where all the contents are preserved except for attachments.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Answers**.
3. From the Answers page, hover over the name of the Answer you want to duplicate, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/duplicate-icon.svg) .
4. A clone of the Answer is created with `(copy)` next to the name indicating the version created as a copy.
5. Click **Create** once your done.

## View revision history

You can see the history of who and when an Answer was last updated by looking at the Revision History section on the left side of the Answers Panel, but you can't revert an Answer to a previous version.

### Clickable phone numbers and email addresses

Phone numbers in any format become clickable in the [Answers Panel](/docs/access-the-answers-panel) to make an outgoing call.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/number-link.gif)

Email addresses are clickable to copy to the clipboard.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/email_link.gif)

om