Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Replies are the sentences your AI agent says. Fixed where the wording matters, generated where it does not.
Create one
- In the AI agents workspace, select the AI agent.
- Click Content in the sidebar, select Use cases, open the use case this reply belongs to and go to the Replies tab.
- Click Add reply. Choose the Language, give it a Reply name that says what it is, and select Activate reply if it should go live immediately.
- Save. The dialogue builder opens, and that is where you write what the customer reads, with buttons and links where they help.
- Test it in a conversation.
The reply name never reaches the customer, so name it for your own team. A reply belongs to a use case: it is the dialogue the agent runs when that use case is detected.
Deactivate before you delete
The options menu on a reply offers both. Deactivate keeps the reply and its dialogue and can be undone. Delete removes the dialogue with it and cannot be undone, so use it only once you are certain nothing is going back.
Whether you need them at all
On a zero-training AI agent, replies are how it answers, so they are required. On an agent with agentic AI they are optional, because a procedure can do the same work with more room for judgment. Deciding which of the two you are building saves writing replies you will not use.
When to write it out
Anything with consequences. Terms, prices, guarantees, safety instructions, and anything you would want to be able to quote back exactly. Those are fixed replies, and reviewing them is a normal part of changing a policy.
When to let it generate
Explanations, procedures, how something works. The answer is in your articles and generating it keeps the conversation current when the article changes, with nothing to maintain twice.
Buttons where the choice is real
Two or three options that genuinely branch. Buttons offering things the customer did not ask about turn a conversation into a menu, which is the thing they were hoping to avoid by typing.
Review the fixed ones on a schedule
Fixed text is the part that goes stale silently. An article gets reviewed; a reply written eight months ago describing a process that changed does not, until a customer quotes it back.
Put the reply list into whatever review rhythm your knowledge base already has.
Keep them short
Same rule as the whole conversation. If a reply needs three paragraphs, the answer belongs in an article and the reply belongs as a summary with a link.
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