I'm unable to access the bot builder

Issue symptoms

I'm unable to find the bot builder option in Admin Center. How do I access bot builder? Where is bot builder?

Resolution steps

The bot builder is the tool you use to create answers for conversations, add phrases to train your bot, add answers and steps, and publish the experience. You build all answer-led flows for your bot with bot builder.

Note: Answers aren't the recommended way to define how an AI agent responds to a customer's question. Instead, use generative replies. Generative replies use your trusted help center content to deliver concise, AI-generated replies directly within a conversation, without the need to create or maintain answer flows.

To activate Agent Workspace and turn on messaging:

Go to Admin Center > Channels > Messaging and social > Messaging

On the Messaging page, click Manage settings

Select Turn on messaging and click Save

To locate and build in the bot builder:

Go to Admin Center > AI > AI agents > AI agents

Click your AI agent

Go to the Answers tab and click Create answer or select an existing one

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in About AI agents, see Building conversation flows for AI agents.