How do I remove an AI agent without deleting it?

Issue symptoms

I can't get my messaging channel connected to set up a new AI agent. I want to change the messaging channel and set up a different one with my AI agent. Can I unpublish an AI agent without removing it?

Resolution steps

In order to use AI agents, you must use messaging. Access Admin center > Channels and verify that your widget shows Web Widget in the list, and not Web Widget (Classic). In Admin Center, go to Channels > Messaging and social > Messaging. In the widget list, click the name of your existing Web Widget (Classic). If you see Web Widget instead of Web Widget (Classic) in the list, you are already using messaging. If you see Web Widget (Classic), then select Turn on messaging at the top.

Next, disconnect and reconnect the AI agent from your messaging Web Widget. To disconnect and reconnect the AI agent:

Open Admin center > AI > AI agents

Select your bot, and open the Settings tab > Brand and channels

Untick the Web Widget, and click Publish AI agent to confirm the changes

Refresh the page

Return to the Settings tab > Brand and channels

Tick the brand again and select Publish AI agents

For more information, see this article: How do I enable or disable live chat or messaging?