Viewing and managing your autoreply settings (Legacy)

This article discusses the following topics:


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This article describes functionality that moved into
legacy status on July 31, 2025. On December 31, 2026, this functionality will no
longer be available. For more information, see this announcement.

You can view and manage your autoreply-related email triggers and web form
settings.
This article discusses the following topics:


Viewing the Autoreplies admin page




Viewing the Autoreplies admin page

You can view autoreply-related email triggers and web form settings on the
Autoreplies admin page.
To open the Autoreplies admin page



In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.

Note: In some older accounts, autoreplies are known as article
recommendations. In those accounts, click
Channels in the sidebar, then select Bots and automations
> Article recommendations.


Click Manage autoreplies.


The Autoreplies admin page includes the following tabs:


The Email tab, which displays the triggers
associated with autoreplies and autoreplies with artilces.

The Web form tab,
which displays options for activating and deactivating web forms and the web
form channel.



The Email tab

The Email tab lists the triggers associated with autoreplies. These are
active triggers that include the following actions:

Autoreply with articles
Autoreply


On this tab, you can:


Create a trigger
by clicking the Create trigger button.

Open an existing trigger by clicking the trigger in the
Trigger name list.

For more information on working with email autoreplies, see Using autoreplies to recommend articles in
email notifications.



The Web form tab

The Web form tab displays options for including autoreplies with
articles in your ticket forms.

It contains two sections:


Web form, where you can activate or deactivate
autoreplies with articles for the web form.

Active web forms where you can view any ticket forms incorporating autoreplies with
articles, and activate or deactivate autoreplies with articles on these
forms.

For information on these options, see Using autoreplies to recommend articles in web
forms.



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