To edit a Small Talk:

1. Click on Knowledge Mgmt in the navigation pane on the left of your console 

2. Click on Manage SmallTalk in the navigation pane on the left of your console 

3. Find the specific phrase and response you would like to Edit (For more information, read Finding a Specific SmallTalk) 

4. Click on the icon that looks like a pencil, too open the Text Editor and make changes.