Creating answers for common customer questions in AI agents for messaging (Legacy)

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<p id="docs-hc-snippet" style="display: none;">Answers tell an AI agent how to respond to customer questions. Each answer addresses a single question your customers might ask. Answers are comprised of steps that determine how the AI agent responds to customer input.</p>
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<div class="note attention" id="topic_n44_c1n_qtb__note_zlb_dl2_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>
If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">created</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510607688730" target="_blank">set the standard responses</a> for an AI agent for messaging,
you can create answers to define its behavior.</div>
<p class="p">Answers tell an AI agent how to respond to customer questions. Each answer addresses a single
question your customers might ask. Answers are comprised of steps that determine how the
AI agent responds to customer input. </p>
<div class="p">
<div class="note" id="topic_n44_c1n_qtb__note_o1t_4yf_3fc">
<span class="notetitle">Note:</span> Answers are no longer the recommended way to define how an
AI agent responds to a customer's question. Instead, you should <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6138268212634" target="_blank">use generative replies</a>, which use your own trusted help
center content to deliver concise, AI-generated replies directly within a
conversation, all without requiring you to create or maintain answer flows.</div>
</div>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic_n44_c1n_qtb__ul_o4c_3vf_wbc">
<li class="li"><a class="xref" href="#topic_nm5_w5f_wbc">Creating an answer</a></li>
<li class="li"><a class="xref" href="#topic_k3y_x5f_wbc">Adding and removing steps in an
answer</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nm5_w5f_wbc">
<h2 class="title topictitle2" id="ariaid-title2">Creating an answer</h2>
<div class="body">
<div class="p">You can build your own answer from scratch or use a pre-built answer template:<ul class="ul" id="topic_nm5_w5f_wbc__ul_yhq_1rm_wbc">
<li class="li"><a class="xref" href="#topic_nm5_w5f_wbc">Creating your own
answer</a></li>
<li class="li"><a class="xref" href="#topic_nm5_w5f_wbc__ul_yhq_1rm_wbc">Creating an
answer from a template</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_qkv_hxn_2yb">
<h3 class="title topictitle3" id="ariaid-title3">Creating your own answer</h3>
<div class="body">
<p class="p">You can build an answer from scratch, starting with an empty answer flow. Answers
are comprised of steps that determine how the AI agent responds to customer
input. An answer can have multiple steps or a single step, but each answer must
have at least one step. When the AI agent matches a customer’s query to an
answer, the AI agent displays the behavior defined by the steps in the
answer.</p>
<p class="p">An AI agent for messaging can include up to 2,000 steps and 500 answers. </p>
<p class="p"><strong class="ph b">To create an answer for your AI agent</strong></p>
<ol class="ol" id="topic_qkv_hxn_2yb__ol_mkq_3jf_wbc">
<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_qkv_hxn_2yb__d10e1351" 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 <strong class="ph b">Create answer</strong>.</li>
<li class="li">Click <strong class="ph b">Build your own answer</strong>, then click <strong class="ph b">Next</strong>. <p class="p"><img class="image" id="topic_qkv_hxn_2yb__d9e34" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_template_BYOA.png" width="250"></p>
</li>
<li class="li">Enter the <strong class="ph b">Answer name</strong>, then click <strong class="ph b">Next</strong>. <p class="p">The name should be a brief, clear description of the issue addressed by the answer. For example, “Password reset,” “Request a refund,” or “Talk to a human."</p>
</li>
<li class="li">Enter <strong class="ph b">Training phrases</strong> in the available fields, then click <strong class="ph b">Add phrase</strong> if you need
to add more.<p class="p">Training phrases teach the AI agent how to interpret questions so it
can match the most relevant answer. You can add up to 100 additional phrases.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4965031536794#topic_lxh_cpq_tbc" target="_blank">best practices for training phrases</a>.
</p>
<p class="p">Alternatively, if you have an intent model assigned to your account, you
might see up to three AI-powered suggested intents to use instead of training
phrases. You can select one or more intents. If none of the intents work, click
<strong class="ph b">Train the AI agent yourself</strong> to add training phrases. </p>
<p class="p"><img class="image" id="topic_qkv_hxn_2yb__d9e64" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/create_answer_pre-trained_intents.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>. <p class="p">The answer opens in bot builder where you can build out the AI agent’s
response.</p>
</li>
<li class="li">Click <strong class="ph b">Add step</strong> to create the first step in the answer.<p class="p">Each answer needs at least one
step only.</p>
</li>
<li class="li">Under <strong class="ph b">Choose step</strong> in the configuration panel, select a step type, then enter options to
<strong class="ph b">Configure</strong> the step.<p class="p">For information on the available step types, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738" target="_blank">Understanding answer step types</a>. Click
<strong class="ph b">Preview</strong> to view the step as a user. </p>
</li>
<li class="li">Add additional steps to the answer as needed. <p class="p">For more information, 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">Click <strong class="ph b">Done</strong> when you’re finished.<p class="p">The answer appears as Ready to publish status. </p>
</li>
</ol>
<p class="p">At this point, you can click <strong class="ph b">Create answer</strong> to create another answer or you
can click <strong class="ph b">Publish AI agent</strong> to make your new answer available in the AI
agent. Before new or edited answers are available to customers, you must publish
the AI agent they’re attached to. When you publish the AI agent, all answers in
the Ready to publish state are published. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_fwf_3xn_2yb">
<h3 class="title topictitle3" id="ariaid-title4">Creating an answer from a template</h3>
<div class="body">
<p class="p">You can choose from a number of templates to use as a starting point for an
answer. These templates provide examples of common answer topics and
construction. While each template has a complete answer framework, most will
require you to add information before you publish.</p>
<p class="p"><strong class="ph b">To create an answer from a template</strong></p>
<div class="p">
<ol class="ol" id="topic_fwf_3xn_2yb__ol_mm5_pyn_2yb">
<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_fwf_3xn_2yb__d10e1351" 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 <strong class="ph b">Create answer</strong>.</li>
<li class="li">Click the answer template you want to use, then click <strong class="ph b">Next</strong>.<p class="p">The
answer opens in bot builder.</p>
</li>
<li class="li">Update the <strong class="ph b">Name</strong> and <strong class="ph b">Training phrases</strong> for the answer, if
you'd like.<p class="p"><img class="image img-screenshot" id="topic_fwf_3xn_2yb__image_h5b_5gf_wbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/intent_name_panel.png" width="500"></p>
</li>
<li class="li">Click each step in the answer and make changes as needed.<p class="p">It's a good
idea to check each step in the answer to make sure it is complete
and has been personalized for your business.</p>
</li>
<li class="li">Click <strong class="ph b">Done</strong> when you are finished.<p class="p"> Or, if you are just viewing
the answer structure without making any changes, you can click your
browser's <strong class="ph b">Back</strong> button to return to the Create answer
page.</p>
</li>
</ol>
</div>
<p class="p">At this point, you can click <strong class="ph b">Create answer</strong> to create another answer or you
can click <strong class="ph b">Publish AI agent</strong> to make your new answer available in the AI
agent. Before new or edited answers are available to customers, you must publish
the AI agent they’re attached to. When you publish the AI agent, all answers in
the Ready to publish state are published. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_k3y_x5f_wbc">
<h2 class="title topictitle2" id="ariaid-title5">Adding and removing steps in an answer</h2>
<div class="body">
<div class="p">When using bot builder to create an answer, you might do any of the following to
build your answer:<ul class="ul" id="topic_k3y_x5f_wbc__ul_ahh_qsm_wbc">
<li class="li"><a class="xref" href="#topic_l32_tf2_k1c">Insert new steps in
answer</a></li>
<li class="li"><a class="xref" href="#topic_fm5_pf2_k1c">Copy and paste steps in an
answer</a></li>
<li class="li"><a class="xref" href="#topic_vjg_dwh_22c">Checking answer step usage and limit</a></li>
<li class="li"><a class="xref" href="#topic_gyq_5f2_k1c">Remove steps from an
answer</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_l32_tf2_k1c">
<h3 class="title topictitle3" id="ariaid-title6">Inserting new steps to an answer</h3>
<div class="body">
<p class="p">In addition to copying and pasting steps into an answer, you can also insert a
step between two existing steps in an answer.</p>
<p class="p">When you add a branching step, such as a <strong class="ph b">Present options</strong> or <strong class="ph b">Add
business hours conditions</strong> step, the subsequent, pre-existing steps will
be included under the new step's initial branch.</p>
<div class="p">
<ul class="ul" id="topic_l32_tf2_k1c__ul_ckt_fqz_brb">
<li class="li">
<strong class="ph b">Present options</strong>: Existing steps are included under <em class="ph i">Option
1</em>.</li>
<li class="li">
<strong class="ph b">Add business hours conditions</strong>: Existing steps are included under
the <em class="ph i">When open</em>branch.</li>
</ul>
</div>
<p class="p">You can't add the <strong class="ph b">Transfer to agent</strong> step to an answer before another step.
It can be the final step in an answer only.</p>
<p class="p"><strong class="ph b">To add a step into an answer</strong></p>
<ol class="ol" id="topic_l32_tf2_k1c__ol_avy_ln4_jnb">
<li class="li">Open an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510276767386#topic_msl_4f2_k1c" target="_blank">answer for editing</a>.</li>
<li class="li">In bot builder, hover over the line connecting two steps and click the
<strong class="ph b">Add new</strong> icon ( <img class="image" id="topic_l32_tf2_k1c__image_b1k_jh1_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_step_icon_flowb.png" width="15">). <p class="p"><img class="image img-screenshot" id="topic_l32_tf2_k1c__image_gc4_nn4_jnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_message_step_middle.png" width="300"></p>
</li>
<li class="li">In the Configuration panel, select the message type to insert into the
answer and configure the step as needed.</li>
<li class="li">Repeat as needed, then click <strong class="ph b">Done</strong> when you're ready.</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>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_fm5_pf2_k1c">
<h3 class="title topictitle3" id="ariaid-title7">Copying and pasting steps in an answer</h3>
<div class="body">
<p class="p">You can copy one or more consecutive steps and use them elsewhere
within the same answer. You can't copy a step from one answer to another answer.
You can paste copied steps only at the end of a branch in the answer, and that
branch can't currently end with a Transfer to agent step.</p>
<p class="p"><strong class="ph b">To copy a step (or multiple steps) and paste it elsewhere in an answer</strong></p>
<div class="p">
<ol class="ol" id="topic_fm5_pf2_k1c__ol_jpg_ftz_brb">
<li class="li">Open an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510276767386#topic_msl_4f2_k1c" target="_blank">answer for editing</a>. </li>
<li class="li">Click the step you want to copy.</li>
<li class="li">In the configuration panel, click the <strong class="ph b">Options</strong> ( <img class="image" id="topic_fm5_pf2_k1c__image_ekj_m5z_brb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_flowbuilder.png" width="20">) menu, then select an option:<div class="p">
<ul class="ul" id="topic_fm5_pf2_k1c__ul_mzv_yvz_brb">
<li class="li">Select <strong class="ph b">Copy this step</strong> to copy only the selected
step</li>
<li class="li">Select <strong class="ph b">Copy this and following steps</strong> to copy the
selected step and all subsequent steps</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_fm5_pf2_k1c__image_iph_f5z_brb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copy_menu_flowbuilder.png" width="300"></p>
</li>
<li class="li">Click the <strong class="ph b">Add new</strong> icon ( <img class="image" id="topic_fm5_pf2_k1c__image_f4v_r5z_brb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_step_icon_flowb.png" width="15">) or the <strong class="ph b">Add a step</strong> icon (
<img class="image" id="topic_fm5_pf2_k1c__image_r5b_sh1_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_step_icon_flowb.png" width="15">) at the end of the branch.</li>
<li class="li">Click the <strong class="ph b">Options</strong> ( <img class="image" id="topic_fm5_pf2_k1c__image_utj_t4d_krb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_flowbuilder.png" width="20">) menu again, then select
<strong class="ph b">Paste step</strong>. <p class="p"><img class="image img-screenshot" id="topic_fm5_pf2_k1c__image_rhn_dvz_brb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/paste_flowbuilder.png"></p>
</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-title8" class="topic nested2" id="topic_vjg_dwh_22c">
<h3 class="title topictitle3" id="ariaid-title8">Checking answer step usage and limit</h3>
<div class="body">
<p class="p">You can use a maximum of 2000 steps across all of your answers. You can check how
many steps you're using by opening any answer and clicking the information icon
in the answer's mini-map.</p>
<p class="p"><img class="image" id="topic_vjg_dwh_22c__image_in1_myh_22c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/minimap_tick.png" width="400"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_gyq_5f2_k1c">
<h3 class="title topictitle3" id="ariaid-title9">Removing steps from an answer</h3>
<div class="body">
<p class="p">Deleting a step removes all subsequent steps from the answer. If you want to
delete a step but retain the subsequent steps, you can copy and paste the
subsequent steps later in the answer.</p>
<p class="p"><strong class="ph b">To delete a step in an answer</strong></p>
<div class="p">
<ol class="ol" id="topic_gyq_5f2_k1c__ol_zq1_23y_fnb">
<li class="li">Open an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510276767386#topic_msl_4f2_k1c" target="_blank">answer for editing</a>.</li>
<li class="li">In the configuration panel, click the <strong class="ph b">Options</strong> (<img class="image" id="topic_gyq_5f2_k1c__image_xtx_nvz_brb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_flowbuilder.png" width="20">) menu.</li>
<li class="li">Select <strong class="ph b">Delete this step</strong> or <strong class="ph b">Delete this and following
steps</strong>. If there are subsequent steps, click <strong class="ph b">Delete steps</strong> in
the warning box.</li>
<li class="li">Click <strong class="ph b">Done</strong> when you've finished making your changes.</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>
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