In an advanced AI agent, system replies are designed to deliver specific types of messages at different points in a conversation with a customer. For example, there’s a system reply for the AI agent’s first message to the customer, a system reply for collecting feedback at the end of the conversation, and more.

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In an advanced AI agent, system replies are designed to deliver specific types of messages at different points in a conversation with a customer. For example, there’s a system reply for the AI agent’s first message to the customer, a system reply for collecting feedback at the end of the conversation, and more.

This article contains the following topics:
  • About system replies
  • Viewing all system replies
  • Editing a system reply

Related article:

  • Creating and managing replies for advanced AI agents

About system replies

System replies are automatically created for any advanced AI agent you create. Like other replies you create, each system reply is associated with a:

  • Use case that detects what a customer is asking about.
  • Dialogue or procedure that determines the conversation flow between the AI agent and the customer.
The table below describes the available system replies.
System reply Description Contains a preconfigured dialogue or procedure?
Collect BSAT reply What the AI agent should say at the end of a conversation to collect feedback from a customer about their experience. See Collecting AI agent satisfaction (BSAT) ratings for advanced AI agents. Yes (Dialogue)
Default reply What the AI agent should say when no relevant use case is detected and a generative reply can't be produced. No
Escalation reply What the AI agent should say when escalating a conversation to a human agent. Available only for AI agents with agentic AI. No
Failed escalation reply What the AI agent should say when the conversation can't be successfully escalated, such as when no human agents are available. Not available for email AI agents. No
Technical error reply What the AI agent should say when a technical issue occurs. This might be the result of an error from the advanced AI agent itself or an integration, such as an error when connecting to an external API. No
Generative replies reply / uGPT reply (Zero-training AI agents only) When no relevant use case is detected, the AI agent replies with an AI-generated message. Yes (Dialogue)
Knowledge reply (AI agents with agentic AI only) When no relevant use case is detected, and the customer asks a non-small-talk question, the AI agent searches available knowledge sources to generate an answer. If no relevant knowledge is found, the AI agent informs the customer that it can’t answer their question. Yes (Procedure)
No message What the AI agent should say when the customer's message is empty or doesn't provide any information. No
Unsupported language reply What the AI agent should say when the customer’s language isn't recognized. See Configuring language detection for advanced AI agents. No
Welcome reply What the AI agent should say to greet the customer at the beginning of the conversation. See Adding and removing the welcome reply for advanced AI agents. No

Viewing all system replies

You can view a list of all system replies.

To view all system replies
  1. In AI agents - Advanced, select the advanced AI agent you want to work with.
  2. Click Content in the sidebar, then select Use cases.
  3. Click the Categories filter, select System replies, and click Apply.

    The list is filtered to show only system replies.

Editing a system reply

Even though the system replies are created for you, you still need to review and edit their associated dialogues to ensure these default messages say what you want them to say.

How you edit a system reply depends on whether your AI agent uses zero-training or agentic AI:

  • Editing a system reply in a zero-training AI agent
  • Editing a system reply in an AI agent with agentic AI

Editing a system reply in a zero-training AI agent

All system replies in zero-training AI agents use a dialogue to control the conversation flow.

To edit a system reply in a zero-training AI agent
  1. In the list of system replies, click the system reply you want to edit.
  2. Select the Replies tab.
  3. Select the reply for the language you want to edit.
  4. Click Edit dialogue.

    The dialogue builder opens.

  5. Update the system reply's dialogue as needed.

    For help, see Creating conversation flows in the dialogue builder for advanced AI agents.

Editing a system reply in an AI agent with agentic AI

Most system replies in AI agents with agentic AI use a dialogue to control the conversation, but some system replies (such as the Knowledge reply) use a procedure.

To edit a system reply in an AI agent with agentic AI

  1. In the list of system replies, find the system reply you want to edit.
  2. In the Reply method column, click one of the following options:
    • Dialogue and then select the language you want to edit

      The dialogue builder opens.

    • Procedure

      The procedure builder opens.

  3. Update the system reply’s dialogue or procedure as needed.

    For more information, see Creating a new dialogue or Creating generative procedures.

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