Issue symptoms

I am unable to find the bot builder option in Admin Center. How do I access bot builder? Where is bot builder?

Resolution steps

The bot builder is the tool that you use to create answers for conversations, add training phrases, add answers and steps, and publish the experience. All of the answer-led flows that you build for your bot are done with bot builder.

Note: Answers are no longer the recommended way to define how an AI agent responds to a customer's question. Instead, you should use generative replies, which use your own trusted help center content to deliver concise, AI-generated replies directly within a conversation, all without requiring you to create or maintain answer flows.

To gain access to the bot builder, you must activate Agent Workspace. Then, turn on messaging:

  1. Go to Admin Center > Channels > Messaging and social > Messaging
  2. On the Messaging page, click Manage settings
  3. Select Turn on messaging and click Save

To locate and build in bot builder:

  1. Go to Admin Center > AI > AI agents > AI agents
  2. Click your AI agent

  3. Go to the Answers tab and click Create answer or select an existing one

    Accessing the bot builder from the AI agents - Answers tab

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
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