What's my plan?
Add-on AI agents - Advanced

A reply contains the dialogue (or conversation flow) that’s presented to customers during a conversation when a specific use case is detected.

A use case is associated with replies in different languages, each of which has a dialogue that dictates what messages an AI agent will send and what actions it will take during a conversation with a customer.

When in doubt, remember: Use case > reply > dialogue (conversation flow).

This article contains the following topics:

  • Creating a reply
  • Activating a reply
  • Editing a reply's settings
  • Viewing the change log for a reply
  • Deactivating a reply
  • Deleting a reply

Related articles:

  • Creating use cases for advanced AI agents
  • Using the dialogue builder to create conversation flows for advanced AI agents

Creating a reply

For each use case and for each language you support, a reply is already created for you. You can edit and activate this reply, or you can create another reply.

For example, you might create a second reply if you plan to make significant changes to the original dialogue (although you can accomplish the same thing with dialogue versioning), or if you want to create a seasonal variation of the original dialogue.

To create a reply

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to create a reply for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the use case you want to create a reply for.

    If you don’t see the use case you want, create a new use case first.

  4. Select the Replies tab.
  5. Click Add reply.

    The “Create automation reply” dialogue appears.

  6. In Language, select the language you want to create a reply for.

    If you don’t see the language you want, add a supported language first.

  7. In Reply name, enter a short name for the reply.
  8. If you want the AI agent to immediately begin using the reply’s associated dialogue in conversations with customers, select Activate reply.
    Note: It’s recommended to wait to activate the reply until you’ve built and tested the dialogue associated with the reply.
  9. Click Save and continue.

    The dialogue builder opens. From here, you build the dialogue (conversation flow) that’s associated with this reply. For help, see Using the dialogue builder to create conversation flows for advanced AI agents.

Activating a reply

A reply must be activated before the AI agent can use it in a conversation with a customer.

To activate a reply

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to activate a reply for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the Replies tab.
  4. Find the reply you want to delete, click the options menu (), and select Activate.

Editing a reply's settings

You can edit a reply’s settings, including the language and use case it’s associated with.

To edit a reply’s settings

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to edit a reply for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the Replies tab.
  4. Click the reply you want to edit the settings for.
  5. On the Details tab, click Advanced settings.
  6. From here, you can edit the following settings for the reply:
    • Language: The language the reply is associated with.
    • Intent: The use case the reply is associated with.

  7. Click Save.

Viewing the change log for a reply

You can view the change log for a reply to see what changes have been made to it, by whom, and when.

To view the change log for a reply

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to view a reply’s change log for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the Replies tab.
  4. Click the reply you want to view the change log for.
  5. Select the Change log tab.
  6. Review the details in the following columns:
    • Last update: The timestamp of the change.
    • Action: What change was made to the reply and which user made the change.
    • User: The user who made the change.

Deactivating a reply

You can deactivate a reply so that the AI agent no longer uses its associated dialogue in conversations with customers. Neither the reply nor its associated dialogue are deleted, and deactivated replies can be reactivated at any time.

To deactivate a reply

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to delete a reply for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the Replies tab.
  4. Find the reply you want to delete, click the options menu (), and select Deactivate.

Deleting a reply

If you’re sure you no longer need a reply, you can delete it. Deleting a reply also deletes the dialogue associated with it. This action cannot be undone.

To delete a reply

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to delete a reply for.
  2. In the left sidebar, select Content > Use cases.
  3. Select the Replies tab.
  4. Find the reply you want to delete, click the options menu (), and select Delete reply.
  5. In the confirmation dialog, click Delete reply.

Powered by Zendesk