Editing answers for an AI agent for messaging (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">If you’vecreated answersfor your AI agent for messaging, you can open and edit those answers as needed. You can update the answer name, the training phrases or intents, and any steps in the answer.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="p">
<div class="note attention" id="topic_n44_c1n_qtb__note_grk_xk2_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
</div>
</div>
<p class="p" id="topic_n44_c1n_qtb__note_owy_qnb_hbc">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">created answers</a> for your AI agent for messaging, you can open and edit those
answers as needed. You can update the answer name, the training phrases or intents, and
any steps in the answer.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_n44_c1n_qtb__ul_kz4_bvp_qtb">
<li class="li"><a class="xref" href="#topic_msl_4f2_k1c">Editing steps in an answer</a></li>
<li class="li"><a class="xref" href="#topic_e4m_jf2_k1c">Updating an answer's name or training phrases</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_n44_c1n_qtb__ul_ncw_y54_zbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6707589714458" target="_blank">Managing answers in an AI agent for messaging
(Legacy)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_msl_4f2_k1c">
<h2 class="title topictitle2" id="ariaid-title2">Editing steps in an answer</h2>
<div class="body">
<p class="p">You can change an answer by editing the configuration details of an existing step.
You can't edit a step's type. For information on the step types, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738" target="_blank">Understanding answer step types</a>.</p>
<p class="p"><strong class="ph b">To edit a step in an answer</strong></p>
<div class="p">
<ol class="ol" id="topic_msl_4f2_k1c__ol_dg5_cqp_qtb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_msl_4f2_k1c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the name of the AI agent you want to edit.</li>
<li class="li">Click the <strong class="ph b">Answers tab</strong>, then click the answer you want to edit.</li>
<li class="li">Click the step you want to edit.</li>
<li class="li">In the configuration panel, edit the step.<p class="p">For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434#topic_k3y_x5f_wbc" target="_blank">Adding and removing steps in an
answer</a>.</p>
</li>
<li class="li">Select another step and repeat as needed.</li>
<li class="li">Click <strong class="ph b">Done</strong> when you're finished.</li>
</ol>
</div>
<p class="p">Remember to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a> to make the updated
answer available. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e4m_jf2_k1c">
<h2 class="title topictitle2" id="ariaid-title3">Updating an answer's name or training phrases</h2>
<div class="body">
<p class="p">You can edit an answer’s name or add, remove, or edit training phrases.</p>
<p class="p"><strong class="ph b">To update the name or training phrases for an answer</strong></p>
<ol class="ol" id="topic_e4m_jf2_k1c__ol_fnc_jpp_qtb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_e4m_jf2_k1c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the name of the AI agent you want to edit.</li>
<li class="li">Click the <strong class="ph b">Answers tab</strong>, then click the answer you want to edit.</li>
<li class="li">In the configuration panel, update the name, if needed.</li>
<li class="li">In the configuration panel, update the training phrases as needed: <div class="p">
<ul class="ul" id="topic_e4m_jf2_k1c__ul_u5h_lpp_qtb">
<li class="li">
<strong class="ph b">To add a phrase</strong>, click <strong class="ph b">Add phrase</strong> at the bottom of the
list and enter the new one.</li>
<li class="li">
<strong class="ph b">To remove a phrase</strong>, click the trash can icon next to it.</li>
<li class="li">
<strong class="ph b">To edit a phrase</strong>, update the text in the question’s text
entry box.</li>
</ul>
</div>
<p class="p">If you have an intent model and are using intents instead of training
phrases, you can remove intents as needed or switch to using training
phrases.</p>
</li>
<li class="li">Click <strong class="ph b">Done</strong>.</li>
</ol>
<p class="p">Remember to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a> to make the updated
answer available. </p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7510276767386",
"url": "https://support.zendesk.com/hc/en-us/articles/7510276767386",
"headline": "Editing answers for an AI agent for messaging (Legacy)",
"description": "You can edit existing answers for an AI messaging agent by updating the answer name, training phrases, and configuration steps, then publish the changes to make them effective.",
"articleSection": "Using bot builder to create answers (Legacy)",
"datePublished": "2024-06-27T21:45:13+00:00",
"dateModified": "2026-05-12T16:32:46.183648+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7510276767386"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>