Viewing and editing system replies for AI agents

In an AI agent, system replies are designed to deliver specific types of messages at different points in a conversation with a customer. For example, there’s a system reply for the AI agent’s first message to the customer, a system reply for collecting feedback at the end of the conversation, and more.


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In an AI agent, system replies are designed to deliver specific types of messages at
different points in a conversation with a customer. For example, there’s a system reply for
the AI agent’s first message to the customer, a system reply for collecting feedback at the
end of the conversation, and more.
This article contains the following topics:
About system replies
Viewing all system replies
Editing a system reply


Related article:

Creating and managing replies for AI agents



About system replies

System replies are automatically created for any AI agent you create. Like other replies you create, each system reply is associated with
a:

Use case that detects what a customer is asking about.
Dialogue or procedure that determines the conversation flow between the AI agent and the
customer.

The table below describes the available system replies.






System reply
Description
Contains a preconfigured dialogue or procedure?




Collect BSAT reply
What the AI agent should say at the end of a conversation to collect feedback
from a customer about their experience. See Collecting AI agent satisfaction (BSAT) ratings for AI
agents.
Yes (Dialogue)


Default reply
What the AI agent should say when no relevant use case is detected and a
generative reply can't be produced.
No


Escalation reply
What the AI agent should say when escalating a conversation to a human agent.
Available only for AI agents with agentic AI.
No


Failed escalation reply
What the AI agent should say when the conversation can't be successfully
escalated, such as when no human agents are available. Not available for email AI
agents.
No


Technical error reply
What the AI agent should say when a technical issue occurs. This might be the
result of an error from the AI agent itself or an integration, such as an error when
connecting to an external API.
No


Generative replies reply / uGPT reply (Zero-training AI agents only)
When no relevant use case is detected, the AI agent replies with an
AI-generated message.
Yes (Dialogue)


Knowledge reply (AI agents with agentic AI only)
When no relevant use case is detected, and the customer asks a non-small-talk
question, the AI agent searches available knowledge sources to generate an answer.
If no relevant knowledge is found, the AI agent informs the customer that it can’t
answer their question.
Yes (Procedure)


No message
What the AI agent should say when the customer's message is empty or doesn't
provide any information.
No


Unsupported language reply
What the AI agent should say when the customer’s language isn't recognized.
See Configuring language detection for AI
agents.
No


Welcome reply
What the AI agent should say to greet the customer at the beginning of the
conversation. See Adding and removing the welcome reply for AI
agents.
No








Viewing all system replies

You can view a list of all system replies.

To view all system replies
In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Click the Categories filter, select System replies, and click
Apply.
The list is filtered to show only system
replies.







Editing a system reply

Even though the system replies are created for you, you still need to review and edit their
associated dialogues to ensure these default messages say what you want them to say.
How you edit a system reply depends on whether your AI agent uses zero-training or agentic
AI:

Editing a system reply in a zero-training AI agent
Editing a system reply in an AI agent with agentic AI



Editing a system reply in a zero-training AI agent

All system replies in zero-training AI agents use a dialogue to control the conversation
flow.

To edit a system reply in a zero-training AI agent

In the list of system replies,
click the system reply you want to edit.
Select the Replies tab.
Select the reply for the language you want to edit.
Click Edit dialogue. The dialogue builder opens.

Update the system reply's dialogue as needed. For help, see Creating conversation flows in the dialogue builder for AI
agents.






Editing a system reply in an AI agent with agentic AI

Most system replies in AI agents with agentic AI use a dialogue to control the
conversation, but some system replies (such as the Knowledge reply) use a procedure.
To edit a system reply in an AI agent with agentic AI



In the list of system replies,
find the system reply you want to edit.
In the Reply method column, click one of the following options:

Dialogue and then select the language you want to edit The dialogue
builder opens.


Procedure The procedure builder opens.



Update the system reply’s dialogue or procedure as needed. For more information,
see Creating a new dialogue or Creating generative procedures.






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