Managing templates used in conversation flows for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">Atemplateis a centralized reply that you can link to from multiplegenerative proceduresordialogues. After you create one or more templates, you can view and manage them from the Templates page in the AI agents workspace.</p>
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<p class="p">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">template</a> is a centralized reply that you can link to from multiple
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">generative procedures</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a>. After you create one or more templates, you can view and
manage them from the Templates page in the AI agents workspace.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="templates_draft_conversation_flows__ul_jc3_rgj_vjc">
<li class="li"><a class="xref" href="#topic_lg1_fbj_l2c">Viewing existing templates</a></li>
<li class="li"><a class="xref" href="#topic_rqh_bg3_l2c">Copying a reply to a new template</a></li>
<li class="li"><a class="xref" href="#topic_px3_dg3_l2c">Replacing a dialogue with a template</a></li>
<li class="li"><a class="xref" href="#topic_p43_2g3_l2c">Grouping replies under a template</a></li>
<li class="li"><a class="xref" href="#topic_cyb_fg3_l2c">Changing the language for a template reply</a></li>
<li class="li"><a class="xref" href="#topic_ipc_gg3_l2c">Deleting replies and templates</a></li>
<li class="li"><a class="xref" href="#topic_tgt_gg3_l2c">Reviewing replies linking to a template</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lg1_fbj_l2c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing existing templates</h2>
<div class="body">
<p class="p">You can see all existing templates on the Templates page.</p>
<p class="p"><strong class="ph b">To view existing templates</strong></p>
<div class="p">
<ol class="ol" id="topic_lg1_fbj_l2c__ul_zp1_cfj_l2c">
<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_lg1_fbj_l2c__d8e140" 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">Templates</strong>.</span><p class="p">If there are no templates yet, you’re prompted to create one. Otherwise, the
Templates page opens.</p>
<p class="p"><img class="image" id="topic_lg1_fbj_l2c__image_ahn_dnf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_template_page.png" width="800"></p>
</li>
</ol>
</div>
<div class="p">The Templates page shows the following information for each template:<ul class="ul" id="topic_lg1_fbj_l2c__ul_b3s_jnf_wfc">
<li class="li">
<strong class="ph b">Template name and description</strong>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Linked in replies</strong>: Replies that link to the template.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Languages</strong>: Status of dialogue for each active language.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Actions</strong>: Number of actions applied within the template’s
dialogue.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Last modified</strong>: When the template was last changed.
</li>
</ul>
</div>
<div class="p">Click the options menu icon (<img class="image" id="topic_lg1_fbj_l2c__image_i2g_pnf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) in each row to access the following actions:<ul class="ul" id="topic_lg1_fbj_l2c__ul_msc_qnf_wfc">
<li class="li">
<strong class="ph b">View information</strong>: View and update the template name and description. </li>
<li class="li">
<strong class="ph b">Copy to another AI agent</strong>: Share the template across AI agents within your
organization.</li>
<li class="li">
<strong class="ph b">Delete</strong>: Remove the template, after deleting any links to it from replies.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rqh_bg3_l2c">
<h2 class="title topictitle2" id="ariaid-title3">Copying a reply to a new template</h2>
<div class="body">
<p class="p">You can copy an existing dialogue and save it as a new template. Some reasons to do this
are to create a backup of the dialogue, to make edits to it in draft form, or to save it for
later reuse. </p>
<p class="p"><strong class="ph b">To copy a reply to a new template</strong></p>
<ol class="ol" id="topic_rqh_bg3_l2c__ol_rgf_gpf_wfc">
<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_rqh_bg3_l2c__d8e127" 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 use case that contains the reply you want to copy.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.</li>
<li class="li">Click the edit dialogue icon (<img class="image" id="topic_rqh_bg3_l2c__image_pt3_npf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_edit_dialogue_icon.png" width="20">) for the reply you want to copy.<p class="p">The dialogue
builder opens.</p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_rqh_bg3_l2c__image_kgj_5pf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select <strong class="ph b">Copy to a
new Template</strong>. </li>
<li class="li">Enter a template name and optional description, then click <strong class="ph b">Create template from
dialogue</strong>.<p class="p">The dialogue is saved as a template.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_px3_dg3_l2c">
<h2 class="title topictitle2" id="ariaid-title4">Replacing a dialogue with a template</h2>
<div class="body">
<p class="p">After you create a template reply dialogue, you can swap it into an existing reply in any
AI agent you manage. One reason to do this is to edit and test a new dialogue for an active
reply, and swap it with the old dialogue when ready. </p>
<p class="p"><strong class="ph b">To replace a dialogue in a reply with a template </strong></p>
<div class="p">
<ol class="ol" id="topic_px3_dg3_l2c__ol_alx_bn3_l2c">
<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_px3_dg3_l2c__d8e127" 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 use case that contains the reply you want to use the template for. </li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.</li>
<li class="li">Click the edit dialogue icon (<img class="image" id="topic_px3_dg3_l2c__image_x3h_lqf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_edit_dialogue_icon.png" width="20">) for the reply with dialogue you want to
replace.<p class="p">The dialogue builder opens.</p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_px3_dg3_l2c__image_zz4_nqf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select <strong class="ph b">Replace
dialogue</strong>.<p class="p"><img class="image" id="topic_px3_dg3_l2c__image_pyv_qqf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_replace_dialogue_menu.png" width="200"></p>
</li>
<li class="li">Select the template dialogue you want to use. <p class="p"><img class="image" id="topic_px3_dg3_l2c__image_jwp_tqf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_replace_dialogue_modal.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Replace</strong> to simultaneously replace the dialogue and save the reply.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_p43_2g3_l2c">
<h2 class="title topictitle2" id="ariaid-title5">Grouping replies under a template</h2>
<div class="body">
<p class="p">You can group each language reply under one template. </p>
<p class="p"><strong class="ph b">To group replies under a template</strong></p>
<div class="p">
<ol class="ol" id="topic_p43_2g3_l2c__ol_db2_tm3_l2c">
<li class="li">In the reply you want to add to a template, open the dialogue builder.</li>
<li class="li">Click the options menu (<img class="image" id="topic_p43_2g3_l2c__image_cq3_3bt_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select <strong class="ph b">Move to
a different template</strong>.<p class="p"><img class="image" id="topic_p43_2g3_l2c__image_mbb_drf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_move_dialogue_menu.png" width="300"></p>
</li>
<li class="li">Select the template where you'd like to move the reply, then select the language to
associate it with. <p class="p">You can have only one template reply per language.</p>
<p class="p"><img class="image" id="topic_p43_2g3_l2c__image_yn4_3rf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_move_dialogue_modal.png" width="600"></p>
</li>
</ol>
</div>
<p class="p">When you finish, you can <a class="xref" href="#topic_urj_ng3_l2c">delete the
template</a> that no longer has a reply associated, if needed.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cyb_fg3_l2c">
<h2 class="title topictitle2" id="ariaid-title6">Changing the language for a template reply</h2>
<div class="body">
<p class="p">As with other replies, you can change the language for a template reply.</p>
<p class="p"><strong class="ph b">To change a reply language</strong></p>
<div class="p">
<ol class="ol" id="topic_cyb_fg3_l2c__ol_py5_qm3_l2c">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>, click the options menu icon
(<img class="image" id="topic_cyb_fg3_l2c__image_x4p_5rf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select <strong class="ph b">View
info</strong>.<p class="p">The Dialogue settings pane appears.</p>
</li>
<li class="li">Under <strong class="ph b">Dialogue language</strong>, select the language you want to use.</li>
<li class="li">Click <strong class="ph b">Save </strong>to save the new language selection.<p class="p"><img class="image" id="topic_cyb_fg3_l2c__image_e1h_2sf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_template_reply_change_language.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ipc_gg3_l2c">
<h2 class="title topictitle2" id="ariaid-title7">Deleting replies and templates</h2>
<div class="body">
<p class="p">You can delete a reply associated with a template or you can delete a full template.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_nb2_4g3_l2c">
<h3 class="title topictitle3" id="ariaid-title8">Deleting a reply in a template</h3>
<div class="body">
<p class="p">You can delete a reply associated with a template. You cannot delete a template reply if
another reply <a class="xref" href="#topic_tgt_gg3_l2c">links to it</a>.</p>
<p class="p"><strong class="ph b">To delete a template</strong></p>
<div class="p">
<ul class="ul" id="topic_nb2_4g3_l2c__ul_qzh_1tf_wfc">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a> for the reply you want to
delete, click the options menu icon (<img class="image" id="topic_nb2_4g3_l2c__image_xzb_1tf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select
<strong class="ph b">Delete</strong>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_urj_ng3_l2c">
<h3 class="title topictitle3" id="ariaid-title9">Deleting a template</h3>
<div class="body">
<p class="p">You can delete a template if you no longer need it. You cannot delete a template reply if
another reply <a class="xref" href="#topic_tgt_gg3_l2c">links to it</a>.</p>
<p class="p"><strong class="ph b">To delete a template</strong></p>
<div class="p">
<ol class="ol" id="topic_urj_ng3_l2c__ol_zcr_wsf_wfc">
<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_urj_ng3_l2c__d8e140" 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">Templates</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_urj_ng3_l2c__image_adr_wsf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) beside the template you want to delete, then
select <strong class="ph b">Delete</strong>.</li>
<li class="li">When asked to confirm, click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_tgt_gg3_l2c">
<h2 class="title topictitle2" id="ariaid-title10">Reviewing replies linking to a template</h2>
<div class="body">
<p class="p">You can review a list of replies linking to a template to understand where a template is
being used. Do this from the template details or from the dialogue settings.</p>
<div class="p">
<strong class="ph b">To view where a template is used in template details</strong><ol class="ol" id="topic_tgt_gg3_l2c__ol_wr4_3tf_wfc">
<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_tgt_gg3_l2c__d8e140" 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">Templates</strong>.</span></li>
<li class="li">Review the <strong class="ph b">Linked in replies</strong> column to view the number of times this template
is being used.<p class="p"><img class="image" id="topic_tgt_gg3_l2c__image_mp4_mtf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_linkedin.png" width="600"></p>
</li>
<li class="li">Click the row of the template you want to review.<p class="p" dir="ltr">The Template details
page opens with a list of replies that link to the template.</p>
<img class="image" id="topic_tgt_gg3_l2c__image_pzz_qtf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_linkedin_details_cropped.png" width="500">
</li>
<li class="li">Click the open dialogue icon (<img class="image" id="topic_tgt_gg3_l2c__image_mxf_wtf_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_edit_dialogue_icon.png" width="20">) to navigate to the reply.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To view where a template is used in dialogue settings</strong>
</p>
<div class="p">
<ol class="ol" id="topic_tgt_gg3_l2c__ol_zfp_2l3_l2c">
<li class="li">In a reply, click <strong class="ph b">Edit dialogue</strong> to open the dialogue builder.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_tgt_gg3_l2c__image_jsd_kbt_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="16">) in the upper-right corner, then select <strong class="ph b">View
info</strong>.</li>
<li class="li">In the settings pane on the right, under Linked in responses, review the replies this
template is routed to through the link to block.<p class="p"><img class="image" id="topic_tgt_gg3_l2c__image_hwm_25f_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_linkedin_dialogue_settings.png" width="500"></p>
</li>
</ol>
</div>
</div>
</div>
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