The welcome reply is asystem replyfor messaging AI agents. It greets the customer when they reach out and sets the tone for the conversation.

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The welcome reply is a system reply for messaging AI agents. It greets the customer when they reach out and sets the tone for the conversation.

This article covers the following topics:
  • Adding the welcome reply
  • Removing the welcome reply

Related article:

  • Workflow recipe: Using an AI agent to collect customer info and immediately escalate to a human agent

Adding the welcome reply

Add a welcome reply to greet customers when they reach out via messaging. For instructions, see Editing system replies.

Removing the welcome reply

You can remove the welcome reply if needed.

If you created a trigger reply action for Zendesk Chat, you can remove that too. It’s recommended to remove the trigger reply action first.

To remove the trigger reply action for Zendesk
  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Settings in the sidebar, then select Events and actions.
  3. Click the delete icon (x) next to the trigger reply action you want to remove.
To remove the welcome reply
  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Content in the sidebar, then select Use cases.
  3. Select the Welcome reply.
  4. Select the language version of the reply you want to edit and click Edit dialogue.
  5. Delete all blocks from the dialogue except the first AI agent message block.
  6. Delete all content from the AI agent message block.
  7. Click Save or Publish.
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