Managing use cases for AI agents

Use casesare the mechanism by which AI agents understand what a customer is asking about and connect them with the rightgenerative procedureordialogue. After youcreate a use case, you can manage it from the Use cases page.


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Use cases are the mechanism by which AI agents understand what a customer is
asking about and connect them with the right generative procedure or dialogue. After you create a use case, you can manage it from the Use cases
page.
This article contains the following topics:

Viewing all use cases
Categorizing a use case
Copying a use case to another AI agent
Deactivating a use case
Deleting a use case
Resolving conflicts between duplicate use cases
Restoring a previous version of a use case
Configuring whether a use case uses a generative procedure or a dialogue

Related article:

Restricting a use case to be used only inside of
a dialogue
Best practices for use cases for AI
agents



Viewing all use cases

On the Use cases page, you can view all the use cases for an AI agent.
To view all use cases

In the AI agents workspace, select the AI agent you want to work
with.

Click
Content in the sidebar, then select Use cases. On this page, you can see all the use cases you've created, including
the following details:


Usage: The percentage of customer messages matched to the given
use case over the last seven days, including today.

Use case: The name and description of the use case.

Conflict: Whether a conflict exists between this use case and
another one. See Resolving conflicts between duplicate use cases.

Category: The category assigned to the use case. See Categorizing a use case.

Reply method: Whether the use case uses a dialogue or procedure.
See Configuring whether a use case uses a generative procedure or a dialogue.

Last edited: The date and time the use case was last
edited.







Categorizing a use case

Categorizing use cases makes managing them easier, but it doesn’t affect how an AI
agent connects use cases with a customer’s message (only use case names and
descriptions do that).
In the list of use cases, the Category column shows a use case’s category.
To categorize a use case


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 use case you want to categorize. The use case details page
opens.

In Category, select an existing category, or start typing to enter a
new category and click Add a category.

Click Save.





Copying a use case to another AI agent

To save time when configuring multiple AI agents, you can copy a use case from one AI
agent to another.
Any actions linked at the use-case level aren't automatically copied. After you copy
a use case to another AI agent, make sure you recreate the actions in the target AI agent (if they
don't exist already) and add them to the use case.
To copy a use case to another AI agent


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Find the use case you want to copy.
Click the options menu ( ) on the right-hand side and select
Duplicate. The "Copy use case to another AI agent" dialog
appears.


In Use case, confirm the use case you want to copy is selected. If
not, select the desired use case.

(Optional) Deselect All use case actions if you don't want to copy
the actions that have been added at the use
case level for this AI agent. The number in parentheses tells
you how many actions will be copied.


(Optional) Deselect All replies if you don't want to copy the
replies that have been created
for this AI agent.
Note: System replies can't be
copied.


In Destination AI agent, select the AI agent you want to copy the use
case to.
Note: If the destination AI agent doesn't have
the same supported languages as the source AI agent, an error message
appears. Add the languages to the
destination AI agent and try again.

Click Copy. The use case is copied to the specified AI
agent.






Deactivating a use case

Deactivating a use case allows you to retain its configuration (nothing is deleted),
but your AI agent won’t use it to connect customers with a dialogue until you
reactivate the use case.
To deactivate a use case


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Find the use case you want to deactivate.
Click the options ( ) menu, and select
Deactivate. Your use case is immediately deactivated. You can
reactivate it by clicking the options ( ) menu again and
selecting Activate.






Deleting a use case

If you’re confident that you don’t need a use case anymore, you can delete it. As
with deactivating a use case, deleting a use case ensures that your AI agent will no
longer use that use case to connect customers with a dialogue. Deleting a use case
is permanent and cannot be undone.
Important: Deleting a use case also removes any associated dialogues or procedures. In
addition, names of deleted use cases no longer appear in reports.

To delete a use case


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Find the use case you want to delete.
Click the options ( ) menu, and select
Delete. Your use case is immediately deleted.






Resolving conflicts between duplicate use cases

If multiple use cases have names or descriptions that are too similar, they may be
considered duplicates. Duplicate use cases cause confusion in AI agent
conversations, as the wrong use case might be detected or the wrong reply might be
triggered. To prevent this confusion, you should review and resolve conflicts
between duplicate use cases.
To resolve conflicts between duplicate use cases


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Look for use cases that have an entry in the Conflict column.


Tip: When you hover over a use case
with a conflict, any conflicting use cases in the list are
highlighted.


Click Review duplication. A new window appears and shows the
details of the conflict.


Resolve the conflict by taking one of the following actions:
Click Investigate and update the name and description of one
or both of the use cases so they're more distinct.
Click the toggle to deactivate one of the use cases. Inactive use
cases aren't analyzed for duplicates.



Click Confirm.






Restoring a previous version of a use case

Any updates made to a use case’s name or description are tracked and can be rolled
back if necessary, making it safer to test changes or recover from errors.
To restore a previous version of a use case


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 name of the use case you want to restore a previous version of.
In either the Name or Customer request reason field, click the
Show version history ( ) icon.
The Version History
panel appears on the right, showing you the changes made to the use case’s
name or description. The panel shows which user made the changes and when,
and which version of the use case is the current version. You can expand the
version history entries to see the content of the Name or Customer
request reason field for each saved change.

(Optional) Click the Type drop-down field, select the types of use
case changes you want to see (name, description, or both), and
click Apply.
Find the version of the use case name or description you want to restore and
click the Restore ( ) icon.

Click Save.





Configuring whether a use case uses a generative procedure or a dialogue



Note: This section applies only to AI agents with agentic AI.

You can decide whether an individual use case should use a generative procedure or a
dialogue:


A dialogue is a scripted conversation flow that uses branching logic to
determine an AI agent's responses and actions during a conversation with a
customer. This lets you determine the exact flow that an AI agent should
follow for a particular use case. Dialogues give you a lot of control, but
also require more maintenance than a procedure. Consider using dialogue for
use cases where customer issues need to be handled in very specific ways and
even small deviations from an exact process can’t be tolerated.
See
Creating dialogues to define scripted
conversation flows for AI agents.



A generative procedure is a flexible conversation flow that uses agentic
AI to guide an AI agent's responses and actions during a conversation with a
customer. This gives the AI agent the freedom to determine the best way to
resolve a customer’s issue in line with your business policies. Procedures
require less setup and maintenance from you, but they also offer less direct
control over very fine details. Consider using procedures for use cases
where customer issues are less sensitive and can be handled in a number of
flexible ways.
See Creating generative procedures to shape
flexible conversation flows for AI agents.

The table below offers additional guidance on when to use a generative procedure or a
dialogue.









Use a generative procedure when…
Use a dialogue when…





A process is easy to break into clear and
logical steps.


Your API use cases are straightforward and
don’t require multiple conditions.


You want to use generative AI reasoning on
top of a response from your APIs.


You want the AI agent to answer based on
information already contained in your knowledge
source.






A process is long and complex, with
multiple branching scenarios.


You need to include multiple APIs calls and
complex conditions.


You want to include rich-message
formatting, such as buttons, cards, and
carousels.


You don’t want the AI agent to deviate from
a script, especially for legal or financial use
cases.








If a use case has neither an active dialogue nor a generative procedure, or if no
appropriate use case exists for a conversation, the AI agent forms responses using
only the content of your imported knowledge source, not dialogues or procedures. You
can configure a use case this way if you want to trigger some actions or track a
certain topic in analytics, but still let the response be purely generative.
To configure whether a use case uses a dialogue or procedure


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 use case you want to configure.
Under Reply method, click the drop-down field and select one of the
following options:

Use procedure: (Default) The AI agent generates its own
messages based on the associated generative procedure.

Use dialogue: The AI agent follows the script you create in a
dialogue.
Your changes are
automatically saved.





Next, you must create a generative procedure or a dialogue for the use case.


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