Creating and managing replies for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">In an AI agent, areplycontains thedialogue(or scripted conversation flow) that’s presented to customers during a conversation when a specificuse caseis detected.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<div class="note attention" id="replies_creating__note_e4y_nnr_2jc">
<span class="attentiontitle"></span> <span class="ph">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a> for details.</span>
</div>
<p class="p">In an AI agent, a <em class="ph i">reply</em> contains the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a> (or scripted conversation flow) that’s presented to
customers during a conversation when a specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> is detected.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="replies_creating__ul_onf_mky_jgc">
<li class="li"><a class="xref" href="#topic_i1v_nzx_jgc">Creating a reply</a></li>
<li class="li"><a class="xref" href="#topic_jyw_4zx_jgc">Activating a reply</a></li>
<li class="li"><a class="xref" href="#topic_xmy_pzx_jgc">Editing a reply's settings</a></li>
<li class="li"><a class="xref" href="#topic_fhx_qzx_jgc">Viewing the change log for a reply</a></li>
<li class="li"><a class="xref" href="#topic_lmg_k54_3hc">Copying a reply to another AI agent</a></li>
<li class="li"><a class="xref" href="#topic_b1m_rzx_jgc">Deactivating a reply</a></li>
<li class="li"><a class="xref" href="#topic_ayy_rzx_jgc">Deleting a reply</a></li>
</ul>
<p class="p">Related article: </p>
<ul class="ul" id="replies_creating__ul_swq_kky_jgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">Viewing and editing system replies for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_i1v_nzx_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating a reply</h2>
<div class="body">
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041911005850#topic_elk_mcf_52c" target="_blank">configure a use case to use a dialogue as its
reply method</a>, you need to create an associated reply. The reply, in turn,
contains the dialogue that dictates what messages an AI agent will send and what
actions it will take during a conversation with a customer.</p>
<p class="p"><strong class="ph b">To create a reply</strong></p>
<ol class="ol" id="topic_i1v_nzx_jgc__ol_srg_rky_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_i1v_nzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case you want to create a reply for.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.<p class="p"><img class="image" id="topic_i1v_nzx_jgc__image_err_mpv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_create_add_reply.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Add reply</strong>.<p class="p">The Create automation reply window
appears.</p>
<p class="p"><img class="image" id="topic_i1v_nzx_jgc__image_zhq_gmy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_create.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Language</strong>, select the language you want to create a reply for.<p class="p">If you
don’t see the language you want, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">add a supported language</a> first.
</p>
</li>
<li class="li">In <strong class="ph b">Reply name</strong>, enter a short name for the reply.<p class="p">This name doesn't
appear to customers.</p>
</li>
<li class="li">If you want the AI agent to immediately begin using the reply’s associated
dialogue in conversations with customers, select <strong class="ph b">Activate reply</strong>.<div class="note" id="topic_i1v_nzx_jgc__note_czp_lmy_jgc">
<span class="notetitle">Note:</span> It’s recommended to wait to activate the reply until
you’ve built and tested the dialogue associated with the reply
first.</div>
</li>
<li class="li">Click <strong class="ph b">Save and continue</strong>.<p class="p">The dialogue builder opens. From here, you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">create the dialogue</a> (or
conversation flow) that’s associated with this reply.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jyw_4zx_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Activating a reply</h2>
<div class="body">
<p class="p">A reply must be activated before the AI agent can use its associated dialogue in
conversations with customers. </p>
<p class="p"><strong class="ph b">To activate a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_jyw_4zx_jgc__ol_qgy_vky_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_jyw_4zx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to activate.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to activate, click the options menu (<img class="image" id="topic_jyw_4zx_jgc__image_djj_xky_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Activate</strong>.<p class="p"><img class="image" id="topic_jyw_4zx_jgc__image_yvr_1ly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_activate_reply.png" width="500"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xmy_pzx_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Editing a reply's settings</h2>
<div class="body">
<p class="p">You can edit a reply’s settings, including the language and use case it’s associated
with. </p>
<p class="p"><strong class="ph b">To edit a reply’s settings</strong></p>
<div class="p">
<ol class="ol" id="topic_xmy_pzx_jgc__ol_eln_bly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_xmy_pzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to edit.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Click the reply you want to edit the settings for. </li>
<li class="li">On the <strong class="ph b">Details</strong> tab, click <strong class="ph b">Advanced settings</strong>.</li>
<li class="li">From here, you can edit the following settings for the reply: <ul class="ul" id="topic_xmy_pzx_jgc__ol_zmy_cly_jgc">
<li class="li">
<strong class="ph b">Language</strong>: The language the reply is associated with. </li>
<li class="li">
<strong class="ph b">Intent</strong>: The use case the reply is associated with.<p class="p"><img class="image" id="topic_xmy_pzx_jgc__image_os4_gly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_edit_settings.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fhx_qzx_jgc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing the change log for a reply</h2>
<div class="body">
<p class="p">You can view the change log for a reply to see what changes have been made to it, by
whom, and when. </p>
<p class="p"><strong class="ph b">To view the change log for a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_fhx_qzx_jgc__ol_xlw_hly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_fhx_qzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to view the change log
for.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Click the reply you want to view the change log for. </li>
<li class="li">Select the <strong class="ph b">Change log</strong> tab. </li>
<li class="li">Review the details in the following columns: <ul class="ul" id="topic_fhx_qzx_jgc__ol_vlz_lly_jgc">
<li class="li">
<strong class="ph b">Last update</strong>: The timestamp of the change. </li>
<li class="li">
<strong class="ph b">Action</strong>: What change was made to the reply and which user made
the change. </li>
<li class="li">
<strong class="ph b">User</strong>: The user who made the change.<p class="p"><img class="image" id="topic_fhx_qzx_jgc__image_ey4_kly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_view_change_log.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lmg_k54_3hc">
<h2 class="title topictitle2" id="ariaid-title6">Copying a reply to another AI agent</h2>
<div class="body">
<p class="p">If you've already <a class="xref" href="#topic_i1v_nzx_jgc">created a
reply</a>, you can copy it to another AI agent to speed up the process of
building multiple AI agents. Copying a reply also copies its associated
dialogue.</p>
<p class="p">Before you copy a reply, make sure any linked replies, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">templates</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749740698" target="_blank">entities</a> in the reply's dialogue also exist in the AI
agent you're copying to. These objects aren't copied automatically and must be
created or copied manually.</p>
<div class="p">
<div class="note" id="topic_lmg_k54_3hc__note_r34_dy4_3hc">
<span class="notetitle">Note:</span> You can't copy a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882#topic_edj_gnp_xfc" target="_blank">system reply</a> between AI agents. You
can copy only replies that you've created.</div>
</div>
<p class="p"><strong class="ph b">To copy a reply to another AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_lmg_k54_3hc__ol_df2_dy4_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_lmg_k54_3hc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to copy.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to copy, click the options menu (<img class="image" id="topic_lmg_k54_3hc__image_khf_lrv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Copy reply</strong>.<p class="p">The Copy
reply to another AI agent window appears.</p>
<p class="p"><img class="image" id="topic_lmg_k54_3hc__image_cpk_srv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_copy_reply_to_another_agent.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Reply</strong>, confirm the reply you want to copy is selected.<p class="p">If not,
select the desired reply.</p>
</li>
<li class="li">In <strong class="ph b">Destination AI agent</strong>, select the AI agent you want to copy the
reply to.<div class="note" id="topic_lmg_k54_3hc__note_lcr_hr1_jhc">
<span class="notetitle">Note:</span> The destination AI agent must be on the
same channel type (messaging or email) as the source AI
agent.</div>
</li>
<li class="li">In <strong class="ph b">Destination intent</strong>, select the use case the copied reply should be
associated with.<p class="p">If you don't see the use case you want, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130#topic_ik4_12r_mdc" target="_blank">create it</a> in the destination
agent first.</p>
</li>
<li class="li">In <strong class="ph b">Destination language for the reply</strong>, select the language the copied
reply should be associated with.<p class="p">If you don't see the language you want,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">add it as a supported language</a>
in the destination agent first.</p>
</li>
<li class="li">Click <strong class="ph b">Copy</strong>.<p class="p">The reply and its associated dialogue are copied to the
specified AI agent.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_b1m_rzx_jgc">
<h2 class="title topictitle2" id="ariaid-title7">Deactivating a reply</h2>
<div class="body">
<p class="p">You can deactivate a reply so that an AI agent no longer uses its associated dialogue
in conversations with customers. Neither the reply nor its associated dialogue are
deleted, and deactivated replies can be <a class="xref" href="#topic_jyw_4zx_jgc">reactivated</a> at any time. </p>
<p class="p"><strong class="ph b">To deactivate a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_b1m_rzx_jgc__ol_qlf_4ly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_b1m_rzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to deactivate.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to deactivate, click the options menu (<img class="image" id="topic_b1m_rzx_jgc__image_rss_ply_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Deactivate</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ayy_rzx_jgc">
<h2 class="title topictitle2" id="ariaid-title8">Deleting a reply</h2>
<div class="body">
<p class="p">If you’re sure you no longer need a reply, you can delete it. Deleting a reply also
deletes the dialogue associated with it. This action cannot be undone. </p>
<p class="p"><strong class="ph b">To delete a reply</strong></p>
<div class="p">
<ol class="ol" id="topic_ayy_rzx_jgc__ol_rdz_qly_jgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_ayy_rzx_jgc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the reply you want to delete.</li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab. </li>
<li class="li">Find the reply you want to delete, click the options menu (<img class="image" id="topic_ayy_rzx_jgc__image_qhq_vly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Delete</strong> reply. </li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete reply</strong>.<p class="p"><img class="image" id="topic_ayy_rzx_jgc__image_yt1_vly_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_delete_confirm.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9624068102682",
"url": "https://support.zendesk.com/hc/en-us/articles/9624068102682",
"headline": "Creating and managing replies for AI agents",
"description": "You can create, activate, edit, copy, deactivate, and delete replies that contain dialogues for AI agents to manage customer conversations based on specific use cases and languages.",
"articleSection": "Building dialogues for advanced AI agents",
"datePublished": "2025-08-21T18:41:59+00:00",
"dateModified": "2026-05-12T13:07:47.934846+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9624068102682"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>