Using the generative replies block in conversation flows for AI agents

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<p id="docs-hc-snippet" style="display: none;">Generative repliesrefers to the ability of AI agents to create and send AI-generated answers in response to customer questions. Generative replies can be activated through either the generative repliessystem replyor the generative replies block in thedialogue builder. This article covers how to use the generative replies block in the dialogue builder.</p>
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<div class="note attention" id="generative_blocks_using__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"><em class="ph i">Generative replies</em> refers to the ability of AI agents to create and send
AI-generated answers in response to customer questions. Generative replies can be activated
through either the generative replies <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system reply</a> or the generative replies block in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>. This article covers how to use the generative
replies block in the dialogue builder.</p>
<p class="p">The article contains the following sections: </p>
<ul class="ul" id="generative_blocks_using__ul_j1q_yft_fhc">
<li class="li"><a class="xref" href="#topic_vph_yfm_yfc">Adding and configuring a generative replies block in a dialogue</a></li>
<li class="li"><a class="xref" href="#topic_lxs_zjm_yfc">Showing which help center articles were used to generate a reply</a></li>
<li class="li"><a class="xref" href="#topic_zr3_1ht_fhc">Creating a custom question to provide more context for a generative reply</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="generative_blocks_using__ul_l4f_1qs_fhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">Importing knowledge sources to power generative replies in AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vph_yfm_yfc">
<h2 class="title topictitle2" id="ariaid-title2">Adding and configuring a generative replies block in a dialogue</h2>
<div class="body">
<p class="p">Within a conversation flow, the generative replies block responds to a customer's question
with information generated from a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">connected knowledge source</a>.</p>
<p class="p"><strong class="ph b">To add a generative replies block in a dialogue</strong></p>
<ol class="ol" id="topic_vph_yfm_yfc__ul_ipq_r2t_fhc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_ygq_4ym_g2c" target="_blank">Create a new dialogue</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">open one for editing</a>.</li>
<li class="li">Click the plus icon (+) where you want to insert a generative reply and select
<strong class="ph b">Generative replies</strong>.</li>
</ol>
<p class="p"><img class="image" id="topic_vph_yfm_yfc__image_ukm_rgm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_block_menu.png" width="300"></p>
<p class="p">After you add a generative reply block, you still need to perform the following additional
steps:</p>
<ul class="ul" id="topic_vph_yfm_yfc__ul_qqp_jmt_fhc">
<li class="li"><a class="xref" href="#topic_rcr_wdt_fhc">Configuring the child blocks</a></li>
<li class="li"><a class="xref" href="#topic_yz2_mjm_yfc">Configuring the response fallback behavior</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_rcr_wdt_fhc">
<h3 class="title topictitle3" id="ariaid-title3">Configuring the child blocks</h3>
<div class="body">
<div class="p">When you add a generative reply block in a dialogue, the following scenarios are
automatically added as children of the block and must be configured: <ul class="ul" id="topic_rcr_wdt_fhc__ul_gz2_5gm_yfc">
<li class="li">
<a class="xref" href="#topic_vrc_vgm_yfc">Response generated</a>
</li>
<li class="li">
<a class="xref" href="#topic_czf_fjm_yfc">Escalation needed</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested3" id="topic_vrc_vgm_yfc">
<h4 class="title topictitle4" id="ariaid-title4">Response generated</h4>
<div class="body">
<p class="p">In the response generated scenario, an AI agent successfully generates a response to a
customer message by considering both the information from the knowledge source and the
specific query. </p>
<div class="p">Information is retained in two session parameters: <ul class="ul" id="topic_vrc_vgm_yfc__ul_hmk_bhm_yfc">
<li class="li">
<strong class="ph b">ugptResponse</strong>: Retains the response from the AI agent, which can be used
immediately in the conversation or saved for later reference. </li>
<li class="li">
<strong class="ph b">dataSources</strong>: Retains up to five of the knowledge base articles used as
context for the generated response. </li>
</ul>
With each new generative reply, the content of these session parameters is
overwritten. This ensures that the response captured is always the most recent. </div>
<div class="p">You can choose from two options for integrating a generative reply into the
conversation: <ul class="ul" id="topic_vrc_vgm_yfc__ul_clt_2hm_yfc">
<li class="li">
<strong class="ph b">Share with the customer</strong>: The AI agent immediately sends the generated
response to the conversation. <p class="p"><img class="image" id="topic_vrc_vgm_yfc__image_qlf_khm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_response_generated_share.png" width="250"></p>
</li>
<li class="li">
<strong class="ph b">Save response only</strong>: The AI agent does not send the response directly to the
conversation, and only retains it in the session parameter <em class="ph i">ugptResponse</em>. The
dialogue continues with other blocks and logic. <p class="p"><img class="image" id="topic_vrc_vgm_yfc__image_kv3_mhm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_response_generated_save.png" width="250"></p>
The response can be used for testing or
evaluation purposes. It can also be shared with the customer later using an AI agent
message block along with the session parameter using the reference
<em class="ph i">{{ugptResponse}}</em>. <p class="p"><img class="image" id="topic_vrc_vgm_yfc__image_yt3_djm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_response_generated_ugptresponse.png" width="250"></p>
<div class="p">
<div class="note tip" id="topic_vrc_vgm_yfc__note_dlh_q4t_fhc">
<span class="tiptitle">Tip:</span> For email AI agents, consider including
additional response text to frame the AI agent’s reply. For example, including
the text “Our AI agent has suggested the following answer:” as a lead in to the
text of the generative reply. </div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_czf_fjm_yfc">
<h4 class="title topictitle4" id="ariaid-title5">Escalation needed</h4>
<div class="body">
<p class="p">The escalation needed scenario is activated when the AI agent identifies that the
customer wants to speak with a human. In this scenario, information is not saved to the
<em class="ph i">ugptResponse</em> and <em class="ph i">dataSources</em> session parameters. </p>
<p class="p">To handle this scenario, continue the dialogue by incorporating further blocks, such as
another reply or an escalation block.</p>
<p class="p"><img class="image" id="topic_czf_fjm_yfc__image_wnk_kjm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_escalation_needed.png" width="250"></p>
<div class="p">
<div class="note" id="topic_czf_fjm_yfc__note_afy_t4t_fhc">
<span class="notetitle">Note:</span> For email AI agents, generative replies blocks don’t offer
an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749315098#h_01HP4MJRD6P1WN4BHDK6Q34ZVF" target="_blank">escalation option</a>. Instead, use a fallback
block to address scenarios in which the AI agent can't answer the customer’s question
with a generative reply.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_yz2_mjm_yfc">
<h3 class="title topictitle3" id="ariaid-title6">Configuring the response fallback behavior</h3>
<div class="body">
<div class="p">By default, both of the scenarios of the generative reply block (Response generated and
Escalation needed) are directly linked to their respective system replies. You have the
option of building a dialogue branch for either or both of them by setting the Response
fallback behavior toggle to off in the Details panel. <ul class="ul" id="topic_yz2_mjm_yfc__ul_adn_pjm_yfc">
<li class="li">
<strong class="ph b">Not understood</strong>: The AI agent is unable to find relevant articles or data to
generate a response. By default, this scenario links to the default reply. </li>
<li class="li">
<strong class="ph b">An error occurred</strong>: The generative replies service is either unreachable,
returns an error, or encounters another issue within the system. By default, this
scenario links to the Technical error system reply </li>
</ul>
</div>
<p class="p"><img class="image" id="topic_yz2_mjm_yfc__image_xpv_yjm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_reply_block_details.png" width="600"></p>
<p class="p"><img class="image" id="topic_yz2_mjm_yfc__image_ags_tjm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_not_understood.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_lxs_zjm_yfc">
<h2 class="title topictitle2" id="ariaid-title7">Showing which help center articles were used to generate a reply</h2>
<div class="body">
<p class="p">The <em class="ph i">dataSources</em> session parameter, which is returned with the generative reply, can
be used to provide the customer with access to the articles that a messaging AI agent’s
response was based on. Using carousels to provide this content can improve the customer
experience by adding a visual element. </p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Generative procedures used by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a> don’t currently support rich-text
formatting such as buttons or carousels.</div>
</div>
<div class="p">
<strong class="ph b">To create a carousel of data sources</strong>
<ol class="ol" id="topic_lxs_zjm_yfc__ol_xym_3km_yfc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_ygq_4ym_g2c" target="_blank">Create a new dialogue</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">open one for editing</a>.</li>
<li class="li">Click the plus (+) icon to add a conditional block in the appropriate location. </li>
<li class="li">In the conditional block, <strong class="ph b">set the variable</strong>
<code class="ph codeph">ugptClassifiedTask</code>. </li>
<li class="li">As a condition, set the operator to <code class="ph codeph">is</code> and include the value
<code class="ph codeph">question answering</code>. </li>
<li class="li">Click the plus (+) icon to add an AI agent message to the fallback of the conditional
block.<p class="p"><img class="image" id="topic_lxs_zjm_yfc__image_qk4_tkm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_carousel_1.png" width="600"></p>
</li>
<li class="li">Click the plus (+) icon to add a carousel block to the <code class="ph codeph">is</code>
<code class="ph codeph">question answering</code> condition block. <p class="p">The carousel block appears along
with the first card block and a Details panel.</p>
</li>
<li class="li">In the Details panel, click <strong class="ph b">Convert to dynamic carousel</strong> and enter
<code class="ph codeph">dataSources</code> as the array type parameter. </li>
<li class="li">In the template card block, enter text or parameters such as<code class="ph codeph">
%imageurl</code>, <code class="ph codeph">%title</code> and <code class="ph codeph">%description</code> in the
respective fields. </li>
<li class="li">In the template card button block, select <strong class="ph b">Button with external link</strong> and enter
text or a parameter such as <code class="ph codeph">%buttontext</code>. </li>
<li class="li">In the Details panel, deactivate the fallback block by setting the Fallback toggle to
off. <p class="p">Omitting the fallback allows the conversation to restart if the customer asks
another question.</p>
<p class="p"><img class="image" id="topic_lxs_zjm_yfc__image_l4j_dlm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_carousel_2.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_zr3_1ht_fhc">
<h2 class="title topictitle2" id="ariaid-title8">Creating a custom question to provide more context for a generative reply</h2>
<div class="body">
<p class="p">By default, the generative replies block uses the customer's latest message as a prompt
when searching your knowledge sources for an answer. However, if the customer's latest
message doesn't actually include all the relevant information, the AI agent may be unable to
generate an accurate response.</p>
<p class="p">To address this, you can define a custom question that overwrites the customer's last
message as the prompt the AI agent uses to search your knowledge sources. The custom
question allows you to incorporate context from previous messages, including intents,
specific user inputs, session parameters, and more. This enables the AI agent to provide
more precise and contextually relevant generative replies, even when the original context is
not readily available in the latest customer message.</p>
<p class="p">For example, consider the following exchange:</p>
<ul class="ul" id="topic_zr3_1ht_fhc__ul_cdx_zqt_fhc">
<li class="li">The customer inquires about their recommended shoe size.</li>
<li class="li">The AI agent asks for their foot length in centimeters and their sizing information (UK,
US, or EU).</li>
<li class="li">The customer provides their answers, which are stored as session parameters
{{foot_length_cm}} and {{location}}.</li>
</ul>
<p class="p">At this point in the dialogue, you can insert a generative replies block with the following
custom question: "Which shoe size would you recommend based on my {{foot_length_cm}} and my
{{location}}?" </p>
<p class="p">With this custom question, the AI agent has enough context to search your knowledge sources
and deliver an accurate answer to the customer's sizing inquiry based on the stored session
parameters. Without the custom question, the user's latest message would be their sizing
location, which wouldn't provide the AI agent with enough context to generate a useful
answer.</p>
<p class="p"><strong class="ph b">To create a custom question</strong></p>
<div class="p">
<ol class="ol" id="topic_zr3_1ht_fhc__ol_r5h_2pt_fhc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_ygq_4ym_g2c" target="_blank">Create a new dialogue</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">open one for editing</a>.</li>
<li class="li">Select an existing generative replies block or <a class="xref" href="#topic_vph_yfm_yfc">add a new one</a>.</li>
<li class="li">In <strong class="ph b">Custom question (optional)</strong>, enter the text of your custom question.<p class="p"><img class="image" id="topic_zr3_1ht_fhc__image_pmk_pst_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_reply_custom_question.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Save</strong> or <strong class="ph b">Publish</strong> your changes.</li>
</ol>
</div>
</div>
</div>
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"datePublished": "2024-11-11T22:24:22+00:00",
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