Managing answers in an AI agent for messaging (Legacy)

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.

After you create 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.

This article includes the following topics:

Cloning an answer within an AI agent

Cloning an answer to another AI agent

Deleting and deactivating answers

Related article:

Editing answers for an AI agent for messaging (Legacy)

Cloning an answer within an AI agent

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 clone an answer to use in another AI agent.

To clone an answer

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Click the name of the AI agent you want to edit.

Click the Row actions icon ( ) for the answer you want to clone, then select Clone.
The answer is copied and added to the answer list and given the same answer name appended with (copy).

Update the name and steps in the answer as needed.

Remember to publish the AI agent to make the updated answer available.

Cloning an answer to another AI agent

If you want to reuse an answer in another AI agent, you can clone it directly to that AI agent.

To clone an answer to another AI agent

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Click the name of the AI agent you want to edit.

Click the Row actions icon ( ) for the answer you want to clone, then select Clone to.
A list of your available AI agent appears.

Select the AI agent you want to copy the answer into.
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).

Remember to publish the AI agent to make the updated answer available.

Deleting and deactivating answers

If an answer is no longer relevant or necessary, you have two options for removing it from your AI agent:

Deleting permanently removes the answer from the Answers list.

Deactivating removes the answer from the AI agent but retains it for future use.

To delete or deactivate an answer

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Click the name of the AI agent you want to edit.

Click the Row actions icon ( ) for the answer you want to clone, then select Clone to.

Click the Row actions icon ( ) for the answer you want to remove, then select Delete or Make inactive.

Delete removes the answer from the answer list.

Make inactive changes the answer’s status to Inactive. You can reactivate the answer by selecting Make active.

Confirm your selection.

Remember to publish the AI agent to make the updated answer available.