Adding and removing the welcome reply for AI agents

The welcome reply is asystem replyfor messaging AI agents. It greets the customer when they reach out and sets the tone for the conversation.


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The welcome reply is a system reply for messaging AI agents. It greets the customer when
they reach out and sets the tone for the conversation.
This article covers the following topics:
Adding the welcome reply
Removing the welcome reply


Related article:

Workflow recipe: Using an AI agent to collect customer info and
immediately escalate to a human agent



Adding the welcome reply

Add a welcome reply to greet customers when they reach out via messaging. For instructions,
see Editing system replies.



Removing the welcome reply

You can remove the welcome reply if needed.
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.

To remove the trigger reply action for Zendesk
In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select Events and actions.
Click the delete icon (x) next to the trigger reply action you want to remove.



To remove the welcome 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 Welcome reply.
Select the language version of the reply you want to edit and click Edit
dialogue.
Delete all blocks from the dialogue except the first AI agent message block.
Delete all content from the AI agent message block.
Click Save or Publish.




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