My AI agent doesn’t generate automatic answers after I enable generative replies

<h2 id="h_01HYBAYR3VJ6P4FCNVT2JZ5YYZ">Issue symptoms</h2><p>After I set up my AI agent and turn on generative replies so it can create answers from help center content, no automatic responses appear when customers ask questions.</p><h2 id="h_01HYBAYR3VWVM2A947JCEFE60S">Resolution steps</h2><p>This usually happens because the AI agent can use only help center articles that are visible to customers. If an article is restricted to signed‑in users or groups, customers must sign in through messaging authentication before the AI agent can include that content in a reply.</p><p>Generative replies always follow your help center’s visibility settings, anonymous or unauthenticated users don’t receive answers based on restricted articles.</p><p>Verify that generative replies are turned on</p><ol>
<li data-list-item-id="ee6a2ae6d0f4b4e939d1e28e9a5f8fbcd">In <strong>Admin center</strong>, go to <strong>AI</strong>  &gt; <strong>AI agents</strong> &gt;  [select your AI agent]</li>
<li data-list-item-id="e32973ab5bd2cb654fe1b313650a1422d">Open the <strong>Messaging behavior</strong> tab</li>
<li data-list-item-id="e941564b4b8e282920e4a3cf0a0518265">Under <strong>If the AI agent finds relevant information</strong>, select <strong>Generate a reply</strong>
</li>
<li data-list-item-id="e1e02da3f86e441187918cf1c7d70d715">Click <strong>Publish AI agent</strong> to save your changes</li>
</ol><p>Review your help center article visibility</p><ol>
<li data-list-item-id="e66cce7119af21c0ef9abe152ce4a5df8">In your help center, open a few key articles</li>
<li data-list-item-id="e9e49100d2da7990c1d9e2b333d19c9ef">Check <strong>Placement</strong> &gt; <strong>View permissions</strong>
</li>
<li data-list-item-id="e41c8dc5b99d6d29242480f039a12a77b">Change the visibility to <strong>Visible to everyone</strong> for the articles you want the AI agent to use</li>
</ol><p>Enable messaging authentication for restricted content</p><ul>
<li data-list-item-id="e03edcc9865dced192237585517d421f7">If you want the AI agent to share information from restricted articles, enable messaging authentication.</li>
<li data-list-item-id="e6240675e0b83e938e237b709243e8d95">This lets Zendesk confirm a user’s identity and grant access to restricted content so the AI agent can use it in generative replies.</li>
<li data-list-item-id="e61e7485af7cee8fe03aa2292cd885e12">For setup instructions, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/4411666638746-Setting-up-user-authentication-for-messaging" target="_blank" rel="noopener noreferrer">Setting up user authentication for messaging</a>
</li>
</ul><p>Test the AI agent</p><ol>
<li data-list-item-id="e9720756d6a5d52262f9747c4cc7fe92d">In the AI agent editor, click <strong>Test AI agent</strong> and ask a question related to your help center content</li>
<li data-list-item-id="ee68ce1232cd06c138cee90376fa56b3c">If you test as an unauthenticated user, only unrestricted content appears</li>
<li data-list-item-id="efd75fd1463b16b7c04f986022017f988">After the user signs in through messaging authentication, test again to confirm that restricted articles are now included in the AI agent’s response</li>
</ol><p>Once authentication is enabled and article visibility matches your AI agent’s content sources, generative replies appear automatically when customers ask questions related to your help center topics. You don’t need to create manual answers.</p><p>For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/6138268212634-Using-AI-to-generate-replies-in-an-AI-agent-for-messaging-Legacy" target="_blank" rel="noopener noreferrer">Using AI to generate replies in an AI agent for messaging (Legacy)</a></p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXEBWW38RQRPNNRGD3QDJY08">What is the generative replies feature? Why should I use generative replies in my AI agent or chatbot?</h2>
<p>Generative replies let your AI agent or chatbot automatically create answers directly from your help center or knowledge base content. This feature removes the need to create manual answers when customers or end users ask questions related to your help center topics.</p>

<h2 id="h_01KXEBWW38405K4DD6QM0HN4YM">Why doesn't my AI agent generate automatic answers after I enable generative replies? Why are no automatic responses appearing from the answer bot? Why is my chatbot not replying?</h2>
<p>This behavior usually occurs because the AI agent only uses help center articles that remain visible to everyone. If an article restricts access to signed-in users or specific groups, anonymous or unauthenticated visitors do not receive answers based on that restricted content.</p>

<h2 id="h_01KXEBWW38FGDMWZY15DS389H3">Can I include restricted knowledge base articles in chatbot generative replies? Is it possible to use private help center content for AI agent automatic responses?</h2>
<p>Yes. You can use restricted content in generative replies if you enable messaging authentication. This setup allows Zendesk to confirm a customer's identity and grant access to restricted articles so the AI agent can use them in replies.</p>

<h2 id="h_01KXEBWW38KYAW0PGMR737X2CG">How do I verify that generative replies are turned on? How do I activate automatic answers in Admin center?</h2>
<ol>
<li>In <strong>Admin center</strong>, go to <strong>AI</strong> &gt; <strong>AI agents</strong> and select your AI agent.</li>
<li>Open the <strong>Messaging behavior</strong> tab.</li>
<li>Under <strong>If the AI agent finds relevant information</strong>, select <strong>Generate a reply</strong>.</li>
<li>Click <strong>Publish AI agent</strong> to save your changes.</li>
</ol>

<h2 id="h_01KXEBWW38TPV37E4ABTG7G49P">How do I change help center article visibility for my AI agent? How do I make knowledge base content visible to everyone?</h2>
<ol>
<li>In your help center, open a few key articles.</li>
<li>Check <strong>Placement</strong> &gt; <strong>View permissions</strong>.</li>
<li>Change the visibility to <strong>Visible to everyone</strong> for the articles you want the AI agent to use.</li>
</ol>

<h2 id="h_01KXEBWW38D568AQ2H4SRQNE1D">How do I test the AI agent generative replies? How do I check if my chatbot answers restricted content?</h2>
<ol>
<li>In the AI agent editor, click <strong>Test AI agent</strong> and ask a question related to your help center content.</li>
<li>Test as an unauthenticated user to confirm that only unrestricted content appears.</li>
<li>Sign in through messaging authentication and test again to confirm that the AI agent includes restricted articles in the response.</li>
</ol>

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