Configuring settings for generative replies in advanced AI agents

If you'veimported a knowledge source, your AI agent can use that information to provide conversational, AI-generated answers to the questions your customers ask. These types of AI-generated answers are known as generative replies.

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Add-on | AI agents - Advanced

If you've imported a knowledge source, your AI agent can use that information to provide conversational, AI-generated answers to the questions your customers ask. These types of AI-generated answers are known as generative replies.

There are several settings you can configure that affect the behavior of these generative replies.

This article contains the following topics:

Sending a waiting message before generative replies

Displaying sources for generative replies

Sending a waiting message before generative replies

You can choose whether to display a waiting message to a user when an AI agent is generating a reply based on a knowledge source. By default, this option is turned on.

The waiting message itself is generated by AI, meaning it varies each time it’s sent and can’t be prescribed. However, the phrasing is affected by the AI agent's persona and instructions.

To configure whether a waiting message is sent

In AI agents - Advanced, select the advanced AI agent you want to work with.

Click Content in the sidebar, then select Personalization.

Select the Advanced settings tab.

Deselect or select Send a waiting message while generating knowledge answers.

Displaying sources for generative replies

You can choose whether the AI agent shows the customer the sources it used to generate a reply based on a knowledge source. By default, this option is turned on.

The sources are included as the last part of the AI agent's message. Customers can click Sources to see links to the articles the AI agent used to generate its answer.

Note: CSV files aren't listed as sources, even when the AI agent uses information from them to generate a response.

To display sources for generative replies

In AI agents - Advanced, select the advanced AI agent you want to work with.

Click Content in the sidebar, then select Personalization.

Select the Advanced settings tab.

Deselect or select Display sources for generative replies.