Customizing the standard responses for an AI agent on a messaging channel (Legacy)

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<p id="docs-hc-snippet" style="display: none;">If you’vecreated an AI agentfor a messaging channel, there are several standard responses you can customize to define the AI agent's default responses to customer input during a live conversation:</p>
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<div class="note attention" id="ai_agent_standard_responses__note_lry_ncd_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
</div>
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<p class="p">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">created an AI agent</a> for a messaging channel,
there are several standard responses you can customize to define the AI agent's default
responses to customer input during a live conversation: </p>
<ul class="ul" id="ai_agent_standard_responses__ul_tmt_2dd_f2c">
<li class="li">
<strong class="ph b">Start of the conversation</strong>: Initial greeting when a messaging conversation is
started. </li>
<li class="li">
<strong class="ph b">After the AI agent replies</strong>: Response to customer feedback. </li>
<li class="li">
<strong class="ph b">Escalation</strong>: What happens when the customer wants to talk to a human. </li>
<li class="li">
<strong class="ph b">If the AI agent can't answer the question</strong>: Response when the customer's
comment does not match any answer, known as a fallback response. </li>
</ul>
<p class="p">This article contains the following sections: </p>
<ul class="ul" id="ai_agent_standard_responses__ul_xtl_wcd_f2c">
<li class="li"><a class="xref" href="#topic_bqy_ycd_f2c">Viewing the standard responses</a></li>
<li class="li"><a class="xref" href="#topic_z34_zcd_f2c">Customizing the greeting message</a></li>
<li class="li"><a class="xref" href="#topic_q5m_1dd_f2c">Customizing the response to customer feedback</a></li>
<li class="li"><a class="xref" href="#topic_tzc_bdd_f2c">Customizing the escalation response</a></li>
<li class="li"><a class="xref" href="#topic_b5p_bdd_f2c">Customizing the fallback response</a></li>
<li class="li"><a class="xref" href="#id_nn1_drx_vgc">Best practices for customizing the standard responses</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="ai_agent_standard_responses__ul_yrf_wcd_f2c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762" target="_blank">Viewing and configuring settings for AI agents
for messaging</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bqy_ycd_f2c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing the standard responses</h2>
<div class="body">
<p class="p">The AI agent has several standard responses that you can customize as needed.</p>
<p class="p"><strong class="ph b">To view the AI agent standard responses</strong></p>
<div class="p">
<ol class="ol" id="topic_bqy_ycd_f2c__ol_swt_b2d_f2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bqy_ycd_f2c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the name of the AI agent you want to edit. </li>
<li class="li">Click the <strong class="ph b">Messaging behavior</strong> tab, then click each message to view it:
<ul class="ul" id="topic_bqy_ycd_f2c__ol_y44_22d_f2c">
<li class="li">
<a class="xref" href="#topic_z34_zcd_f2c">Start of the
conversation</a>
</li>
<li class="li">
<a class="xref" href="#topic_q5m_1dd_f2c">After the AI agent
replies</a>
</li>
<li class="li">
<a class="xref" href="#topic_tzc_bdd_f2c">Escalation</a>
</li>
<li class="li">
<a class="xref" href="#topic_b5p_bdd_f2c">If the AI agent can't
answer the question</a>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z34_zcd_f2c">
<h2 class="title topictitle2" id="ariaid-title3">Customizing the greeting message</h2>
<div class="body">
<p class="p">When your customers first open a messaging conversation in the Web Widget or mobile
SDK, they’re met with an initial greeting message. You can update the greeting
message or leave it as-is.</p>
<p class="p"><img class="image" id="topic_z34_zcd_f2c__image_inn_bfd_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_greeting_message_new.png" width="600"></p>
<p class="p"><strong class="ph b">To customize the greeting message</strong></p>
<div class="p">
<ol class="ol" id="topic_z34_zcd_f2c__ol_yll_cfd_f2c">
<li class="li">
<a class="xref" href="#topic_bqy_ycd_f2c">On the Messaging behavior
tab</a>, expand the <strong class="ph b">Start of the conversation</strong> section. </li>
<li class="li">In the <strong class="ph b">Greeting</strong> field, enter your initial message or leave the
default message. <em class="ph i">(Hi there. Got a question? I'm here to help.)</em>
</li>
<li class="li">Select <strong class="ph b">Add option to talk to a human</strong> if you want a button labeled
“Talk to a human” to appear after the greeting message. <p class="p">If a customer
clicks “Talk to a human,” the <a class="xref" href="#topic_tzc_bdd_f2c">escalation response</a> is triggered. </p>
</li>
</ol>
</div>
<p class="p">The response is saved automatically as you edit it, but updates will not be presented
to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_q5m_1dd_f2c">
<h2 class="title topictitle2" id="ariaid-title4">Customizing the response to customer feedback</h2>
<div class="body">
<p class="p">When the AI agent presents an answer, it follows up by asking whether the answer was
helpful. The "After the AI agent replies" response lets you configure the AI agent
response when an end user says the answer was helpful or unhelpful.</p>
<p class="p"><img class="image" id="topic_q5m_1dd_f2c__image_amt_3fd_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_response_message_new.png" width="600"></p>
<p class="p"><strong class="ph b">To customize the response to customer feedback</strong></p>
<div class="p">
<ol class="ol" id="topic_q5m_1dd_f2c__ol_fwf_kfd_f2c">
<li class="li">
<a class="xref" href="#topic_bqy_ycd_f2c">On the Messaging behavior
tab</a>, expand the <strong class="ph b">After the AI agent replies</strong> section. </li>
<li class="li">On the <strong class="ph b">Helpful answer</strong> tab, in the <strong class="ph b">Message</strong> field, enter a
message to display when the end user says the suggested article was helpful,
or use the default message provided. <em class="ph i">(Great. You can ask another question
anytime.) </em>
</li>
<li class="li">Click <strong class="ph b">Add option to talk to a human</strong> if you want a button labeled
“Talk to a human” to appear after the AI agent’s response to customer
feedback. <p class="p">If a customer clicks “Talk to a human,” the <a class="xref" href="#topic_tzc_bdd_f2c">escalation response</a>
is triggered. </p>
</li>
<li class="li">Click the <strong class="ph b">Unhelpful answer</strong> tab and configure the options as described
above. </li>
</ol>
</div>
<p class="p">The response is saved automatically as you edit it, but updates will not be presented
to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_tzc_bdd_f2c">
<h2 class="title topictitle2" id="ariaid-title5">Customizing the escalation response</h2>
<div class="body">
<p class="p">The escalation response determines what happens when the customer wants to talk to a
human. This response is triggered either when: </p>
<ul class="ul" id="topic_tzc_bdd_f2c__ul_lqm_rfd_f2c">
<li class="li">The AI agent determines that a human agent is needed in order to solve the
customer’s request. </li>
<li class="li">The customer clicks the “Talk to a human” button that appears after the AI
agent’s response. This button appears if you configure the <a class="xref" href="#topic_z34_zcd_f2c">greeting message</a>, <a class="xref" href="#topic_q5m_1dd_f2c">response to customer
feedback</a>, or <a class="xref" href="#topic_b5p_bdd_f2c">fallback
response</a> to include it. </li>
</ul>
<p class="p"><strong class="ph b">To customize the escalation response</strong></p>
<div class="p">
<ol class="ol" id="topic_tzc_bdd_f2c__ol_u1z_qfd_f2c">
<li class="li">
<a class="xref" href="#topic_bqy_ycd_f2c">On the Messaging behavior
tab</a>, expand the <strong class="ph b">Escalation</strong> section. </li>
<li class="li">Under the <strong class="ph b">Business hours</strong> heading, use the drop-down to select a
schedule to set the AI agent’s business hours, or select <strong class="ph b">Always
online</strong>. <p class="p">For more information about schedules, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business
hours and holidays</a>.</p>
</li>
<li class="li">Under the <strong class="ph b">Responses</strong> heading, on the <strong class="ph b">During business hours</strong> tab,
select one of the following options: <ul class="ul" id="topic_tzc_bdd_f2c__ol_syz_yfd_f2c">
<li class="li">
<strong class="ph b">Create a ticket</strong>: Select this option if you want a ticket to
be created when the customer escalates an AI agent conversation to a
human. <p class="p">If you select this option, configure the following fields:
</p>
<ul class="ul" id="topic_tzc_bdd_f2c__ul_ysc_bgd_f2c">
<li class="li">
<strong class="ph b">Message</strong>: Enter a message asking the customer to
provide details about their request. </li>
<li class="li">
<strong class="ph b">Customer details</strong>: Select the fields a customer should
fill out when escalating. When these fields are presented to
the customer during a conversation, the composer is disabled
until the customer enters the required information.</li>
<li class="li">
<strong class="ph b">Follow-up message</strong>: Enter a message telling the
customer what to expect after they’ve provided their
details. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Show a custom response</strong>: Select this option if you don’t want
a ticket to create a ticket when a customer escalates an AI agent
conversation to a human, and instead show the customer a pre-written
message. If you select this option, configure the following fields:
<ul class="ul" id="topic_tzc_bdd_f2c__ul_e3r_vgd_f2c">
<li class="li">
<strong class="ph b">Message</strong>: Enter a message directing the customers to a
website, form, email address, or telephone number. </li>
</ul>
</li>
</ul>
</li>
<li class="li">Click the <strong class="ph b">Outside business hours</strong> tab and configure the options as
described above. </li>
</ol>
</div>
<p class="p">The response is saved automatically as you edit it, but updates will not be presented
to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_b5p_bdd_f2c">
<h2 class="title topictitle2" id="ariaid-title6">Customizing the fallback response</h2>
<div class="body">
<p class="p">The fallback response is triggered when there is no answer that matches the end
user's question or comment.</p>
<p class="p"><img class="image" id="topic_b5p_bdd_f2c__image_cvl_ygd_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_fallback_response_new.png" width="600"></p>
<p class="p"><strong class="ph b">To customize the fallback response</strong></p>
<div class="p">
<ol class="ol" id="topic_b5p_bdd_f2c__ol_ty1_bhd_f2c">
<li class="li">
<a class="xref" href="#topic_bqy_ycd_f2c">On the Messaging behavior
tab</a>, expand the <strong class="ph b">If the AI agent can't understand the
question</strong> section. </li>
<li class="li">Enter a message the AI agent will send if it can’t provide an answer based
on the information the customer entered.<p class="p">The default fallback response is,
<em class="ph i">Sorry I couldn’t answer your question</em>.</p>
</li>
<li class="li">Click <strong class="ph b">Add option to talk to a human</strong> if you want a button labeled
“Talk to a human” to appear after the fallback response. <p class="p">If a customer
clicks “Talk to a human,” the <a class="xref" href="#topic_tzc_bdd_f2c">escalation response</a> is triggered.</p>
</li>
</ol>
</div>
<p class="p">The response is saved automatically as you edit it, but updates will not be presented
to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="id_nn1_drx_vgc">
<h2 class="title topictitle2" id="ariaid-title7">Best practices for customizing the standard responses</h2>
<div class="body">
<p class="p">When defining the standard responses, keep these best practices in mind:</p>
<div class="p">
<ul class="ul" id="id_nn1_drx_vgc__ul_hgw_1x1_1vb">
<li class="li" dir="ltr">
<strong class="ph b">Encourage users to keep questions short</strong> and to the
point.</li>
<li class="li" dir="ltr">
<strong class="ph b">Encourage users to ask a single question at a time.</strong> Rather
than presenting "I want to cancel but I can't log in," for example, pose two
separate questions.</li>
<li class="li" dir="ltr">
<strong class="ph b">Don’t hide the fact that the user is talking to an AI
agent.</strong> If the user thinks they’re talking to a human, they’re likely
to write long, conversational messages. The AI agent might have trouble
understanding, and the user might feel that they’ve been misled.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ask the user to freely ask their question with context</strong> if
the AI agent is configured with generative replies or multiple answers. The
user should freely ask the question instead of using single keywords. For
example, a single word, such as “refund,” can lead to confusion about the
user’s intent, because it's not clear if they are interested in "refund
request" or "refund policy."</li>
<li class="li">
<strong class="ph b">Pin common answers and clarify if there is an option to speak to an
agent</strong> in your greeting or fallback responses. This can help reduce
customer frustration and prevent conversation loops.</li>
<li class="li">
<strong class="ph b">Offer the option to speak to an agent.</strong> If you can’t offer a real
person, let the user know that up front to avoid frustration. </li>
</ul>
</div>
</div>
</div>
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