Adding and removing the welcome reply for AI agents

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<p id="docs-hc-snippet" style="display: none;">The welcome reply is asystem replyfor messaging AI agents. It greets the customer when they reach out and sets the tone for the conversation.</p>
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<p class="p">The welcome reply is a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system reply</a> for messaging AI agents. It greets the customer when
they reach out and sets the tone for the conversation.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_n54_kkf_p2c__ul_ob5_tkf_p2c">
<li class="li"><a class="xref" href="#topic_y1g_5kf_p2c">Adding the welcome reply</a></li>
<li class="li"><a class="xref" href="#topic_wkx_vkf_p2c">Removing the welcome reply</a></li>
</ul>
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<p class="p">Related article:</p>
<ul class="ul" id="topic_n54_kkf_p2c__ul_oqw_g51_gjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10412442245914" target="_blank">Workflow recipe: Using an AI agent to collect customer info and
immediately escalate to a human agent</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_y1g_5kf_p2c">
<h2 class="title topictitle2" id="ariaid-title2">Adding the welcome reply</h2>
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<p class="p">Add a welcome reply to greet customers when they reach out via messaging. For instructions,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882#topic_jhb_k4p_xfc" target="_blank">Editing system replies</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wkx_vkf_p2c">
<h2 class="title topictitle2" id="ariaid-title3">Removing the welcome reply</h2>
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<p class="p">You can remove the welcome reply if needed. </p>
<p class="p">If you created a trigger reply action for Zendesk Chat, you can remove that too. It’s
recommended to remove the trigger reply action first.</p>
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<strong class="ph b">To remove the trigger reply action for Zendesk</strong><ol class="ol" id="topic_wkx_vkf_p2c__ol_ps4_zxg_bgc">
<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_wkx_vkf_p2c__d9e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Events and actions</strong>.</span></li>
<li class="li">Click the delete icon (x) next to the trigger reply action you want to remove.</li>
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<strong class="ph b">To remove the welcome reply</strong><ol class="ol" id="topic_wkx_vkf_p2c__ol_o5c_dyg_bgc">
<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_wkx_vkf_p2c__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 Welcome reply. </li>
<li class="li">Select the language version of the reply you want to edit and click <strong class="ph b">Edit
dialogue</strong>. </li>
<li class="li">Delete all blocks from the dialogue except the first AI agent message block. </li>
<li class="li">Delete all content from the AI agent message block. </li>
<li class="li">Click <strong class="ph b">Save</strong> or <strong class="ph b">Publish</strong>. </li>
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