Managing answers in an AI agent for messaging (Legacy)

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<p id="docs-hc-snippet" style="display: none;">After youcreate an answer, you might want to clone it to use elsewhere in the AI agent or in another AI agent. If you no longer need an answer, you can delete or deactivate it.</p>
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<div class="note attention" id="topic_n44_c1n_qtb__note_sdk_nk2_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>
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<p class="p" id="topic_n44_c1n_qtb__note_owy_qnb_hbc">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">create an answer</a>, you might want to clone it to use
elsewhere in the AI agent or in another AI agent. If you no longer need an answer,
you can delete or deactivate it.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_n44_c1n_qtb__ul_ymn_df2_k1c">
<li class="li"><a class="xref" href="#topic_nqr_wxd_k1c">Cloning an answer within an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_x31_wxd_k1c">Cloning an answer to another AI agent</a></li>
<li class="li"><a class="xref" href="#topic_twk_44p_qtb">Deleting and deactivating answers</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_n44_c1n_qtb__ul_gty_554_zbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510276767386" target="_blank">Editing answers for an AI agent
for messaging (Legacy)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nqr_wxd_k1c">
<h2 class="title topictitle2" id="ariaid-title2">Cloning an answer within an AI agent</h2>
<div class="body">
<p class="p">You can clone answers in an AI agent. Cloning an answer creates a copy that you can modify and
use within the same AI agent. You can also <a class="xref" href="#topic_x31_wxd_k1c">clone an answer to use in another AI
agent</a>.</p>
<p class="p"><strong class="ph b">To clone an answer</strong></p>
<div class="p">
<ol class="ol">
<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_nqr_wxd_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">Row actions</strong> icon ( <img class="image" id="topic_nqr_wxd_k1c__image_ckk_rg2_k1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/row_actions_icon.png" width="20">) for the answer you
want to clone, then select <strong class="ph b">Clone</strong>. <p class="p">The answer is copied
and added to the answer list and given the same answer
name appended with (copy).</p>
</li>
<li class="li">Update the name and steps in the answer as needed.</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_x31_wxd_k1c">
<h2 class="title topictitle2" id="ariaid-title3">Cloning an answer to another AI agent</h2>
<div class="body">
<p class="p">If you want to reuse an answer in another AI agent, you can clone it directly to that AI
agent.</p>
<p class="p"><strong class="ph b">To clone an answer to another AI agent</strong></p>
<div class="p">
<ol class="ol">
<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_x31_wxd_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">Row actions</strong> icon ( <img class="image" id="topic_x31_wxd_k1c__image_jtx_dh2_k1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/row_actions_icon.png" width="20">) for the answer you
want to clone, then select <strong class="ph b">Clone to</strong>.<p class="p"> A list of your
available AI agent appears.</p>
</li>
<li class="li">Select the AI agent you want to copy the answer into. <p class="p">The answer is copied and added to that
AI agent's answer list. If that AI agent has an answer
with the same name, the copied answer's name is appended
with (copy).</p>
</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-title4" class="topic nested1" id="topic_twk_44p_qtb">
<h2 class="title topictitle2" id="ariaid-title4">Deleting and deactivating answers</h2>
<div class="body">
<p class="p">If an answer is no longer relevant or necessary, you have two options for
removing it from your AI agent:</p>
<ul class="ul" id="topic_twk_44p_qtb__ul_uyr_qrp_qtb">
<li class="li">
<p class="p"><strong class="ph b">Deleting</strong> permanently removes the answer from the Answers
list.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Deactivating</strong> removes the answer from the AI agent but
retains it for future use.</p>
</li>
</ul>
<p class="p"><strong class="ph b">To delete or deactivate an answer</strong></p>
<ol class="ol" id="topic_twk_44p_qtb__ol_vyr_qrp_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_twk_44p_qtb__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">Row actions</strong> icon ( <img class="image" id="topic_twk_44p_qtb__image_wnr_xt4_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/row_actions_icon.png" width="20">) for the answer you want to
clone, then select <strong class="ph b">Clone to</strong>.</li>
<li class="li">Click the <strong class="ph b">Row actions</strong> icon ( <img class="image" id="topic_twk_44p_qtb__image_v4n_x5p_qtb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/row_actions_icon.png" width="20">) for the answer you want to
remove, then select <strong class="ph b">Delete</strong> or <strong class="ph b">Make inactive</strong>.<ul class="ul" id="topic_twk_44p_qtb__ul_ohg_f54_zbc">
<li class="li">
<strong class="ph b">Delete</strong> removes the answer from the answer list.</li>
<li class="li">
<strong class="ph b">Make inactive</strong> changes the answer’s status to
Inactive. You can reactivate the answer by selecting
<strong class="ph b">Make active</strong>.</li>
</ul>
</li>
<li class="li">Confirm your selection.</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>
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