Creating and managing replies for AI agents

In an AI agent, areplycontains thedialogue(or scripted conversation flow) that’s presented to customers during a conversation when a specificuse caseis detected.


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In an AI agent, a reply contains the dialogue (or scripted conversation flow) that’s presented to
customers during a conversation when a specific use case is detected.
This article contains the following topics:

Creating a reply
Activating a reply
Editing a reply's settings
Viewing the change log for a reply
Copying a reply to another AI agent
Deactivating a reply
Deleting a reply

Related article:

Viewing and editing system replies for AI
agents



Creating a reply

When you configure a use case to use a dialogue as its
reply method, 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.
To create a reply

In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case you want to create a reply for.
Select the Replies tab.

Click Add reply. The Create automation reply window
appears.


In Language, select the language you want to create a reply for. If you
don’t see the language you want, add a supported language first.


In Reply name, enter a short name for the reply. This name doesn't
appear to customers.

If you want the AI agent to immediately begin using the reply’s associated
dialogue in conversations with customers, select Activate reply.
Note: It’s recommended to wait to activate the reply until
you’ve built and tested the dialogue associated with the reply
first.

Click Save and continue. The dialogue builder opens. From here, you
create the dialogue (or
conversation flow) that’s associated with this reply.





Activating a reply

A reply must be activated before the AI agent can use its associated dialogue in
conversations with customers.
To activate a reply


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to activate.
Select the Replies tab.
Find the reply you want to activate, click the options menu ( ), and select Activate.






Editing a reply's settings

You can edit a reply’s settings, including the language and use case it’s associated
with.
To edit a reply’s settings


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to edit.
Select the Replies tab.
Click the reply you want to edit the settings for.
On the Details tab, click Advanced settings.
From here, you can edit the following settings for the reply:

Language: The language the reply is associated with.

Intent: The use case the reply is associated with.



Click Save.





Viewing the change log for a reply

You can view the change log for a reply to see what changes have been made to it, by
whom, and when.
To view the change log for a reply


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to view the change log
for.
Select the Replies tab.
Click the reply you want to view the change log for.
Select the Change log tab.
Review the details in the following columns:

Last update: The timestamp of the change.

Action: What change was made to the reply and which user made
the change.

User: The user who made the change.








Copying a reply to another AI agent

If you've already created a
reply, 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.
Before you copy a reply, make sure any linked replies, templates, segments, or entities 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.


Note: You can't copy a system reply between AI agents. You
can copy only replies that you've created.

To copy a reply to another AI agent


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to copy.
Select the Replies tab.
Find the reply you want to copy, click the options menu ( ), and select Copy reply. The Copy
reply to another AI agent window appears.


In Reply, confirm the reply you want to copy is selected. If not,
select the desired reply.

In Destination AI agent, select the AI agent you want to copy the
reply to.
Note: The destination AI agent must be on the
same channel type (messaging or email) as the source AI
agent.

In Destination intent, select the use case the copied reply should be
associated with. If you don't see the use case you want, create it in the destination
agent first.

In Destination language for the reply, select the language the copied
reply should be associated with. If you don't see the language you want,
add it as a supported language
in the destination agent first.

Click Copy. The reply and its associated dialogue are copied to the
specified AI agent.






Deactivating a reply

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 reactivated at any time.
To deactivate a reply


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to deactivate.
Select the Replies tab.
Find the reply you want to deactivate, click the options menu ( ), and select Deactivate.





Deleting a reply

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.
To delete a reply


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the reply you want to delete.
Select the Replies tab.
Find the reply you want to delete, click the options menu ( ), and select Delete reply.
In the confirmation dialog, click Delete reply.





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