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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.

You can use bot builder to create answers for your AI agents for messaging, giving your customers the opportunity to self-serve their support issues before connecting with agents. This article introduces the bot builder UI and basic functionality. For information about working with bot builder, see Building an AI agent for messaging using answers.

Bot builder is the tool you use to create answers for your AI agent for messaging. Bot builder lets you control how the AI agent behaves in response to customer input.

Each bot builder component plays an important role in building an answer:

• Header, which appears at the top of the screen, above the flow. In the header, you'll find breadcrumbs for the answer's AI agent as well as the Preview and Done buttons.
• Flow, your answer represented in a decision tree format. The flow is a series of connected steps representing the interaction the AI agent can have with a customer. You can select a step to configure the AI agent's responses, and add steps to the answer. The navigation controls at the bottom of the flow allow you to zoom in and out of the answer, or pan to areas in the answer. You can also pinch to zoom using a touchpad or touch screen.
• Configuration panel, where you can customize each step in your answer. The appearance of this panel changes based on what type of AI agent step you're working on.
  • Answer builder (shown above), displayed when you initially create an answer, and when you select the top step in the answer. Here, you can configure your answer intent, and work with your question variations.
  • Configuration tab, which appears when you select a step to the answer, or add a new step to an answer. Here, you can select the type of step you want to add to your answer, add and edit automated messages, and build lists of options for your customers to choose from. For detailed information on these step types, including usage and configuration rules, visual examples of the steps in the bot builder, and how each appears to your customers in a Web Widget, see Understanding AI agent step types.
  • Preview tab, for previewing the customer experience created by the answer, before releasing it to your customers. Click the Preview tab in the Configuration panel to view.