Creating and managing replies for AI agents

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<p id="docs-hc-snippet" style="display: none;">In an AI agent, areplycontains thedialogue(or scripted conversation flow) that’s presented to customers during a conversation when a specificuse caseis detected.</p>
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<p class="p">In an AI agent, a <em class="ph i">reply</em> contains the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a> (or scripted conversation flow) that’s presented to
customers during a conversation when a specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> is detected.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="replies_creating__ul_onf_mky_jgc">
<li class="li"><a class="xref" href="#topic_i1v_nzx_jgc">Creating a reply</a></li>
<li class="li"><a class="xref" href="#topic_jyw_4zx_jgc">Activating a reply</a></li>
<li class="li"><a class="xref" href="#topic_xmy_pzx_jgc">Editing a reply's settings</a></li>
<li class="li"><a class="xref" href="#topic_fhx_qzx_jgc">Viewing the change log for a reply</a></li>
<li class="li"><a class="xref" href="#topic_lmg_k54_3hc">Copying a reply to another AI agent</a></li>
<li class="li"><a class="xref" href="#topic_b1m_rzx_jgc">Deactivating a reply</a></li>
<li class="li"><a class="xref" href="#topic_ayy_rzx_jgc">Deleting a reply</a></li>
</ul>
<p class="p">Related article: </p>
<ul class="ul" id="replies_creating__ul_swq_kky_jgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">Viewing and editing system replies for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_i1v_nzx_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating a reply</h2>
<div class="body">
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041911005850#topic_elk_mcf_52c" target="_blank">configure a use case to use a dialogue as its
reply method</a>, you need to create an associated reply. The reply, in turn,
contains the dialogue that dictates what messages an AI agent will send and what
actions it will take during a conversation with a customer.</p>
<p class="p"><strong class="ph b">To create a reply</strong></p>
<ol class="ol" id="topic_i1v_nzx_jgc__ol_srg_rky_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_i1v_nzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case you want to create a reply for.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.<p class="p"><img class="image" id="topic_i1v_nzx_jgc__image_err_mpv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_create_add_reply.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Add reply</strong>.<p class="p">The Create automation reply window
appears.</p>
<p class="p"><img class="image" id="topic_i1v_nzx_jgc__image_zhq_gmy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_create.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Language</strong>, select the language you want to create a reply for.<p class="p">If you
don’t see the language you want, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">add a supported language</a> first.
</p>
</li>
<li class="li">In <strong class="ph b">Reply name</strong>, enter a short name for the reply.<p class="p">This name doesn't
appear to customers.</p>
</li>
<li class="li">If you want the AI agent to immediately begin using the reply’s associated
dialogue in conversations with customers, select <strong class="ph b">Activate reply</strong>.<div class="note" id="topic_i1v_nzx_jgc__note_czp_lmy_jgc">
<span class="notetitle">Note:</span> It’s recommended to wait to activate the reply until
you’ve built and tested the dialogue associated with the reply
first.</div>
</li>
<li class="li">Click <strong class="ph b">Save and continue</strong>.<p class="p">The dialogue builder opens. From here, you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">create the dialogue</a> (or
conversation flow) that’s associated with this reply.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jyw_4zx_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Activating a reply</h2>
<div class="body">
<p class="p">A reply must be activated before the AI agent can use its associated dialogue in
conversations with customers. </p>
<p class="p"><strong class="ph b">To activate a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_jyw_4zx_jgc__ol_qgy_vky_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_jyw_4zx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to activate.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to activate, click the options menu (<img class="image" id="topic_jyw_4zx_jgc__image_djj_xky_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Activate</strong>.<p class="p"><img class="image" id="topic_jyw_4zx_jgc__image_yvr_1ly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_activate_reply.png" width="500"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xmy_pzx_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Editing a reply's settings</h2>
<div class="body">
<p class="p">You can edit a reply’s settings, including the language and use case it’s associated
with. </p>
<p class="p"><strong class="ph b">To edit a reply’s settings</strong></p>
<div class="p">
<ol class="ol" id="topic_xmy_pzx_jgc__ol_eln_bly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_xmy_pzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to edit.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Click the reply you want to edit the settings for. </li>
<li class="li">On the <strong class="ph b">Details</strong> tab, click <strong class="ph b">Advanced settings</strong>.</li>
<li class="li">From here, you can edit the following settings for the reply: <ul class="ul" id="topic_xmy_pzx_jgc__ol_zmy_cly_jgc">
<li class="li">
<strong class="ph b">Language</strong>: The language the reply is associated with. </li>
<li class="li">
<strong class="ph b">Intent</strong>: The use case the reply is associated with.<p class="p"><img class="image" id="topic_xmy_pzx_jgc__image_os4_gly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_edit_settings.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fhx_qzx_jgc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing the change log for a reply</h2>
<div class="body">
<p class="p">You can view the change log for a reply to see what changes have been made to it, by
whom, and when. </p>
<p class="p"><strong class="ph b">To view the change log for a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_fhx_qzx_jgc__ol_xlw_hly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_fhx_qzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to view the change log
for.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Click the reply you want to view the change log for. </li>
<li class="li">Select the <strong class="ph b">Change log</strong> tab. </li>
<li class="li">Review the details in the following columns: <ul class="ul" id="topic_fhx_qzx_jgc__ol_vlz_lly_jgc">
<li class="li">
<strong class="ph b">Last update</strong>: The timestamp of the change. </li>
<li class="li">
<strong class="ph b">Action</strong>: What change was made to the reply and which user made
the change. </li>
<li class="li">
<strong class="ph b">User</strong>: The user who made the change.<p class="p"><img class="image" id="topic_fhx_qzx_jgc__image_ey4_kly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_view_change_log.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lmg_k54_3hc">
<h2 class="title topictitle2" id="ariaid-title6">Copying a reply to another AI agent</h2>
<div class="body">
<p class="p">If you've already <a class="xref" href="#topic_i1v_nzx_jgc">created a
reply</a>, you can copy it to another AI agent to speed up the process of
building multiple AI agents. Copying a reply also copies its associated
dialogue.</p>
<p class="p">Before you copy a reply, make sure any linked replies, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">templates</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749740698" target="_blank">entities</a> in the reply's dialogue also exist in the AI
agent you're copying to. These objects aren't copied automatically and must be
created or copied manually.</p>
<div class="p">
<div class="note" id="topic_lmg_k54_3hc__note_r34_dy4_3hc">
<span class="notetitle">Note:</span> You can't copy a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882#topic_edj_gnp_xfc" target="_blank">system reply</a> between AI agents. You
can copy only replies that you've created.</div>
</div>
<p class="p"><strong class="ph b">To copy a reply to another AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_lmg_k54_3hc__ol_df2_dy4_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_lmg_k54_3hc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to copy.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to copy, click the options menu (<img class="image" id="topic_lmg_k54_3hc__image_khf_lrv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Copy reply</strong>.<p class="p">The Copy
reply to another AI agent window appears.</p>
<p class="p"><img class="image" id="topic_lmg_k54_3hc__image_cpk_srv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_copy_reply_to_another_agent.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Reply</strong>, confirm the reply you want to copy is selected.<p class="p">If not,
select the desired reply.</p>
</li>
<li class="li">In <strong class="ph b">Destination AI agent</strong>, select the AI agent you want to copy the
reply to.<div class="note" id="topic_lmg_k54_3hc__note_lcr_hr1_jhc">
<span class="notetitle">Note:</span> The destination AI agent must be on the
same channel type (messaging or email) as the source AI
agent.</div>
</li>
<li class="li">In <strong class="ph b">Destination intent</strong>, select the use case the copied reply should be
associated with.<p class="p">If you don't see the use case you want, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130#topic_ik4_12r_mdc" target="_blank">create it</a> in the destination
agent first.</p>
</li>
<li class="li">In <strong class="ph b">Destination language for the reply</strong>, select the language the copied
reply should be associated with.<p class="p">If you don't see the language you want,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">add it as a supported language</a>
in the destination agent first.</p>
</li>
<li class="li">Click <strong class="ph b">Copy</strong>.<p class="p">The reply and its associated dialogue are copied to the
specified AI agent.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_b1m_rzx_jgc">
<h2 class="title topictitle2" id="ariaid-title7">Deactivating a reply</h2>
<div class="body">
<p class="p">You can deactivate a reply so that an AI agent no longer uses its associated dialogue
in conversations with customers. Neither the reply nor its associated dialogue are
deleted, and deactivated replies can be <a class="xref" href="#topic_jyw_4zx_jgc">reactivated</a> at any time. </p>
<p class="p"><strong class="ph b">To deactivate a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_b1m_rzx_jgc__ol_qlf_4ly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_b1m_rzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to deactivate.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to deactivate, click the options menu (<img class="image" id="topic_b1m_rzx_jgc__image_rss_ply_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Deactivate</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ayy_rzx_jgc">
<h2 class="title topictitle2" id="ariaid-title8">Deleting a reply</h2>
<div class="body">
<p class="p">If you’re sure you no longer need a reply, you can delete it. Deleting a reply also
deletes the dialogue associated with it. This action cannot be undone. </p>
<p class="p"><strong class="ph b">To delete a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_ayy_rzx_jgc__ol_rdz_qly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_ayy_rzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to delete.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to delete, click the options menu (<img class="image" id="topic_ayy_rzx_jgc__image_qhq_vly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Delete</strong> reply. </li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete reply</strong>.<p class="p"><img class="image" id="topic_ayy_rzx_jgc__image_yt1_vly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_delete_confirm.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
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