Can I edit the response when a user clicks “No” after the bot asks if the previous answer was helpful?

Question

Can I edit the response when a customer clicks No after the bot asks if the previous answer was helpful? I use AI agents in messaging for end users who read this message: Sorry, I couldn't find a good answer to your question.

Answer

The response depends on the product you are using.

AI agents - Essential

No, with AI agents - Essential do not allow edits to the response. Consider purchasing the AI agents - Advanced add-on for more functionalities with generative AI.

AI agents for messaging (Legacy)

Yes, with AI agents for messaging (Legacy), you can edit the AI agent response from your settings. This functionality is available to customers who drafted or published AI agent as of February 2, 2025.

In Admin Center, click AI in the sidebar, then select AI agents > AI agents

Click the name of the AI agent you want to edit

Click the Messaging behavior tab, then click After the AI agent replies > Unhelpful tab

Customize your message, then under Answers, select your preferred answer

Click Publish AI agent

Note: This article refers to AI agents - Essential and AI agents for messaging (Legacy). If you purchased the AI agents - Advanced add-on, see this article: Using the generative replies block in conversation flows for advanced AI agents.