Viewing and editing system replies for AI agents

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<p id="docs-hc-snippet" style="display: none;">In an AI agent, system replies are designed to deliver specific types of messages at different points in a conversation with a customer. For example, there’s a system reply for the AI agent’s first message to the customer, a system reply for collecting feedback at the end of the conversation, and more.</p>
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<p class="p">In an AI agent, system replies are designed to deliver specific types of messages at
different points in a conversation with a customer. For example, there’s a system reply for
the AI agent’s first message to the customer, a system reply for collecting feedback at the
end of the conversation, and more. </p>
<div class="p">This article contains the following topics: <ul class="ul" id="system_replies_about__ul_x1n_rqp_xfc">
<li class="li"><a class="xref" href="#topic_edj_gnp_xfc">About system replies</a></li>
<li class="li"><a class="xref" href="#topic_fjr_d4p_xfc">Viewing all system replies</a></li>
<li class="li"><a class="xref" href="#topic_jhb_k4p_xfc">Editing a system reply</a></li>
</ul>
</div>
<p class="p">Related article:</p>
<ul class="ul" id="system_replies_about__ul_y4k_gy4_3hc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682" target="_blank">Creating and managing replies for AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_edj_gnp_xfc">
<h2 class="title topictitle2" id="ariaid-title2">About system replies</h2>
<div class="body">
<p class="p">System replies are automatically created for any AI agent you create. Like <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682" target="_blank">other replies you create</a>, each system reply is associated with
a:</p>
<ul class="ul" id="topic_edj_gnp_xfc__ul_ddm_3yv_3hc">
<li class="li">Use case that detects what a customer is asking about.</li>
<li class="li">Dialogue or procedure that determines the conversation flow between the AI agent and the
customer. </li>
</ul>
<div class="bodydiv">The table below describes the available system replies.<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_edj_gnp_xfc__simpletable_nxq_2vv_3hc" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<thead>
<tr class="sthead">
<th class="stentry" id="d89e101" style="vertical-align:bottom;text-align:left;">System reply</th>
<th class="stentry" id="d89e104" style="vertical-align:bottom;text-align:left;">Description</th>
<th class="stentry" id="d89e107" style="vertical-align:bottom;text-align:left;">Contains a preconfigured dialogue or procedure?</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Collect BSAT reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say at the end of a conversation to collect feedback
from a customer about their experience. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749459482" target="_blank">Collecting AI agent satisfaction (BSAT) ratings for AI
agents</a>.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">Yes (Dialogue)</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Default reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when no relevant use case is detected and a
generative reply can't be produced.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Escalation reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when escalating a conversation to a human agent.
Available only for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a>.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Failed escalation reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when the conversation can't be successfully
escalated, such as when no human agents are available. Not available for email AI
agents.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Technical error reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when a technical issue occurs. This might be the
result of an error from the AI agent itself or an integration, such as an error when
connecting to an external API. </td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Generative replies reply / uGPT reply (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">Zero-training AI agents</a> only)</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">When no relevant use case is detected, the AI agent replies with an
AI-generated message.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">Yes (Dialogue)</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Knowledge reply (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a> only)</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">When no relevant use case is detected, and the customer asks a non-small-talk
question, the AI agent searches available knowledge sources to generate an answer.
If no relevant knowledge is found, the AI agent informs the customer that it can’t
answer their question.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">Yes (Procedure)</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">No message</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when the customer's message is empty or doesn't
provide any information.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Unsupported language reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say when the customer’s language isn't recognized.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756692890" target="_blank">Configuring language detection for AI
agents</a>.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e101" style="vertical-align:top;">Welcome reply</td>
<td class="stentry" headers="d89e104" style="vertical-align:top;">What the AI agent should say to greet the customer at the beginning of the
conversation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756557594" target="_blank">Adding and removing the welcome reply for AI
agents</a>.</td>
<td class="stentry" headers="d89e107" style="vertical-align:top;">No</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fjr_d4p_xfc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing all system replies</h2>
<div class="body">
<p class="p">You can view a list of all system replies.</p>
<div class="p">
<strong class="ph b">To view all system replies</strong><ol class="ol" id="topic_fjr_d4p_xfc__ol_iyb_j4p_xfc">
<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_fjr_d4p_xfc__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">Click the <strong class="ph b">Categories</strong> filter, select <strong class="ph b">System replies</strong>, and click
<strong class="ph b">Apply</strong>.<p class="p"><img class="image" id="topic_fjr_d4p_xfc__image_stw_s5v_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_system_reply_filtering.png" width="450"></p>
<p class="p">The list is filtered to show only system
replies.</p>
<p class="p"><img class="image" id="topic_fjr_d4p_xfc__image_n22_xwv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_system_replies.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jhb_k4p_xfc">
<h2 class="title topictitle2" id="ariaid-title4">Editing a system reply</h2>
<div class="body">
<p class="p">Even though the system replies are created for you, you still need to review and edit their
associated dialogues to ensure these default messages say what you want them to say.</p>
<p class="p">How you edit a system reply depends on whether your AI agent uses zero-training or agentic
AI:</p>
<ul class="ul" id="topic_jhb_k4p_xfc__ul_tb1_cjr_t3c">
<li class="li"><a class="xref" href="#topic_hcv_x3r_t3c">Editing a system reply in a zero-training AI agent</a></li>
<li class="li"><a class="xref" href="#topic_onc_bjr_t3c">Editing a system reply in an AI agent with agentic AI</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_hcv_x3r_t3c">
<h3 class="title topictitle3" id="ariaid-title5">Editing a system reply in a zero-training AI agent</h3>
<div class="body">
<p class="p">All system replies in zero-training AI agents use a dialogue to control the conversation
flow.</p>
<div class="p">
<strong class="ph b">To edit a system reply in a zero-training AI agent</strong><ol class="ol" id="topic_hcv_x3r_t3c__ol_fyl_m4p_xfc">
<li class="li">
<a class="xref" href="#topic_fjr_d4p_xfc">In the list of system replies</a>,
click the system reply you want to edit.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.</li>
<li class="li">Select the reply for the language you want to edit.</li>
<li class="li">Click <strong class="ph b">Edit dialogue</strong>. <p class="p">The dialogue builder opens.</p>
</li>
<li class="li">Update the system reply's dialogue as needed. <p class="p">For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Creating conversation flows in the dialogue builder for AI
agents</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_onc_bjr_t3c">
<h3 class="title topictitle3" id="ariaid-title6">Editing a system reply in an AI agent with agentic AI</h3>
<div class="body">
<p class="p">Most system replies in AI agents with agentic AI use a dialogue to control the
conversation, but some system replies (such as the Knowledge reply) use a procedure. </p>
<p class="p"><strong class="ph b">To edit a system reply in an AI agent with agentic AI</strong></p>
<div class="p">
<ol class="ol" id="topic_onc_bjr_t3c__ol_mqm_djr_t3c">
<li class="li">
<a class="xref" href="#topic_fjr_d4p_xfc">In the list of system replies</a>,
find the system reply you want to edit. </li>
<li class="li">In the Reply method column, click one of the following options: <ul class="ul" id="topic_onc_bjr_t3c__ol_dkw_gjr_t3c">
<li class="li">
<strong class="ph b">Dialogue</strong> and then select the language you want to edit<p class="p">The dialogue
builder opens.</p>
</li>
<li class="li">
<strong class="ph b">Procedure</strong><p class="p">The procedure builder opens.</p>
</li>
</ul>
</li>
<li class="li">Update the system reply’s dialogue or procedure as needed. <p class="p">For more information,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_ygq_4ym_g2c" target="_blank">Creating a new dialogue</a> or <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>
</ol>
</div>
</div>
</div>
</div>
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