Customizing the Knowledge reply in an AI agent with agentic AI

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<p id="docs-hc-snippet" style="display: none;">TheKnowledge replyis one of the defaultsystem repliesin a messaging AI agent withagentic AI. This reply is triggered during a conversation between a customer and an AI agent when no relevantuse caseis detected based on the customer’s question. When this happens, the AI agent searches the availableknowledge sourcesto generate an answer. If no relevant knowledge is found, the AI agent informs the customer that it can’t answer their question.</p>
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<div class="note" id="adv_knowledge_reply_customizing__note_bw3_yjp_ljc">
<span class="notetitle">Note:</span> This article applies only to messaging AI agents. In email AI
agents, the Knowledge reply can be triggered within a generative procedure as part of a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418-About-generative-procedures-for-AI-agents#topic_zsm_51s_t3c:~:text=running%20the%20action.-,Search%20for%20knowledge,-The%20AI%20agent" target="_blank">Search for knowledge</a> block, but it does not
exist as a standalone system reply and cannot be customized.</div>
<p class="p">The <em class="ph i">Knowledge reply</em> is one of the default <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a> in a messaging AI agent with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a>. This reply is triggered during a conversation
between a customer and an AI agent when no relevant <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> is detected based on the customer’s question. When
this happens, the AI agent searches the available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">knowledge sources</a> to generate an answer. If no relevant
knowledge is found, the AI agent informs the customer that it can’t answer their
question.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_knowledge_reply_customizing__ul_tkm_nzr_t3c">
<li class="li"><a class="xref" href="#topic_qm5_mzr_t3c">Understanding the default Knowledge reply procedure</a></li>
<li class="li"><a class="xref" href="#topic_wyf_4zr_t3c">Customizing the Knowledge reply procedure</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qm5_mzr_t3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the default Knowledge reply procedure</h2>
<div class="body">
<p class="p">The Knowledge reply uses a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">generative procedure</a> as its reply method. By default,
the procedure is populated with a simple procedure map that includes a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418#topic_zsm_51s_t3c" target="_blank">Search for knowledge</a> block with two
branching conditions: </p>
<ul class="ul" id="topic_qm5_mzr_t3c__ul_rb5_1bs_t3c">
<li class="li">
<strong class="ph b">Knowledge found</strong>: When knowledge is found, the AI agent sends an
AI-generative answer to the customer. </li>
<li class="li">
<strong class="ph b">No knowledge found</strong>: When no knowledge is found, the AI agent falls back
to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882-Viewing-and-editing-system-replies-for-advanced-AI-agents#:~:text=Yes-,Default%20reply,-What%20the%20AI" target="_blank">Default reply</a>.<p class="p"><img class="image" id="topic_qm5_mzr_t3c__image_o3m_vbs_t3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_reply_procedure_map_default.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wyf_4zr_t3c">
<h2 class="title topictitle2" id="ariaid-title3">Customizing the Knowledge reply procedure</h2>
<div class="body">
<p class="p">While the default Knowledge reply procedure works out of the box, you can customize
it to better suit your business needs. </p>
<p class="p">Some common customizations you might want to make include:</p>
<ul class="ul" id="topic_wyf_4zr_t3c__ul_tc5_cks_t3c">
<li class="li"><a class="xref" href="#topic_pw2_pzr_t3c">Sending a waiting message</a></li>
<li class="li"><a class="xref" href="#topic_tbm_qzr_t3c">Asking a follow-up question</a></li>
<li class="li"><a class="xref" href="#topic_pw3_rzr_t3c">Escalating after repeated knowledge search attempts</a></li>
</ul>
<p class="p"><strong class="ph b">To customize the Knowledge reply procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_wyf_4zr_t3c__ol_lwf_dks_t3c">
<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_wyf_4zr_t3c__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">In the list of use cases, find the <strong class="ph b">Knowledge reply</strong> row. </li>
<li class="li">In the <strong class="ph b">Reply method</strong> column, click <strong class="ph b">Procedure</strong>.<p class="p">The procedure
builder opens.</p>
</li>
<li class="li">Edit the procedure as necessary.<p class="p">For more information on working with the
procedure builder, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610#topic_ult_rs2_52c" target="_blank">Creating generative
procedures</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_pw2_pzr_t3c">
<h3 class="title topictitle3" id="ariaid-title4">Sending a waiting message</h3>
<div class="body">
<p class="p">You can customize the Knowledge reply procedure to have the AI agent send a
waiting message to the customer before searching the connected knowledge
sources. </p>
<div class="p">
<div class="note" id="topic_pw2_pzr_t3c__note_dfn_fls_t3c">
<span class="notetitle">Note:</span> If you configure a waiting message in the procedure,
make sure you do not also turn on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9517744828058#topic_kr5_qg5_bgc" target="_blank">Send a waiting message while generating
knowledge answers</a> setting. Doing both results in double waiting
messages being sent to the customer. </div>
</div>
<p class="p"><strong class="ph b">To add a waiting message</strong></p>
<div class="p">
<ol class="ol" id="topic_pw2_pzr_t3c__ol_ufs_gls_t3c">
<li class="li"><a class="xref" href="#topic_wyf_4zr_t3c">Open the Knowledge reply
procedure for editing.</a></li>
<li class="li">In the procedure builder’s free-text field, enter text similar to the
following:<ul class="ul" id="topic_pw2_pzr_t3c__ul_zfk_kls_t3c">
<li class="li">Add a Generate answer block before the Search for knowledge
block to acknowledge the customer’s question and set
expectations (for example, “One moment while I check that for
you.”). </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Update procedure</strong>. </li>
<li class="li">Verify that the procedure map looks the way you expect.<p class="p">If not, repeat
the previous two steps until it does.</p>
</li>
<li class="li">To make your changes live, click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tbm_qzr_t3c">
<h3 class="title topictitle3" id="ariaid-title5">Asking a follow-up question</h3>
<div class="body">
<p class="p">You can customize the Knowledge reply procedure to have the AI agent ask a
follow-up question after delivering a knowledge answer to make sure the
customer’s issue has been resolved. </p>
<p class="p"><strong class="ph b">To add a follow-up question</strong></p>
<div class="p">
<ol class="ol" id="topic_tbm_qzr_t3c__ol_ej5_lls_t3c">
<li class="li"><a class="xref" href="#topic_wyf_4zr_t3c">Open the Knowledge reply
procedure for editing.</a></li>
<li class="li">In the procedure builder’s free-text field, enter text similar to the
following: <ul class="ul" id="topic_tbm_qzr_t3c__ol_mlp_nls_t3c">
<li class="li">After the knowledge answer is shared, add an Ask question block
to confirm whether the customer is satisfied with the answer. If
the customer says “no,” route to another knowledge search, a
clarifying question, or escalation.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Update procedure</strong>. </li>
<li class="li">Verify that the procedure map looks the way you expect.<p class="p">If not, repeat
the previous two steps until it does.</p>
</li>
<li class="li">To make your changes live, click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_pw3_rzr_t3c">
<h3 class="title topictitle3" id="ariaid-title6">Escalating after repeated knowledge search attempts</h3>
<div class="body">
<p class="p">You can customize the Knowledge reply procedure to have the AI agent escalate the
conversation to a human agent if it’s unable to generate an answer based on the
connected knowledge sources after multiple tries. </p>
<p class="p"><strong class="ph b">To escalate after repeated knowledge search attempts</strong></p>
<div class="p">
<ol class="ol" id="topic_pw3_rzr_t3c__ol_h14_4ls_t3c">
<li class="li"><a class="xref" href="#topic_wyf_4zr_t3c">Open the Knowledge reply
procedure for editing.</a></li>
<li class="li">In the procedure builder’s free-text field, enter text similar to the
following: <ul class="ul" id="topic_pw3_rzr_t3c__ol_qsw_pls_t3c">
<li class="li">Trigger an action to track how many times the Knowledge block
returns No answer found. Then perform Check condition on that
count and, if it’s greater than 2, perform Escalate to
immediately. </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Update procedure</strong>. </li>
<li class="li">Verify that the procedure map looks the way you expect.<p class="p">If not, repeat
the previous two steps until it does.</p>
</li>
<li class="li">To make your changes live, click <strong class="ph b">Publish procedure</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
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"datePublished": "2026-03-20T17:42:33+00:00",
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