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Replies are the sentences your AI agent says. Fixed where the wording matters, generated where it does not.
Create one
- Open the AI agent's replies.
- Add a reply and write the text.
- Say when it should be used.
- Add buttons or links if they help.
- Test it in a conversation.
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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