Configuring settings for generative replies in 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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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

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



Note: The waiting message setting described in this section
will be deprecated in July 2026. As an alternative, you can edit the Knowledge reply to instruct
the AI agent to send an acknowledgement message to the customer before executing
a knowledge search. However, don't do both at the same time, as doing so will
result in double waiting messages being sent to the customer.

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 the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Advanced settings.
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 the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Advanced settings.
Deselect or select Display sources for generative replies.



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