Adding and removing an AI agent for a messaging channel

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This functionality is part of AI agents - Essential.

If you've created an AI agent for messaging, you need to publish that AI agent before it appears in any of your messaging channels. You can later disconnect an AI agent from a channel if you need to do so.

You must be an admin to add or remove an AI agent from a messaging channel.

This article contains the following sections:

• Publishing an AI agent to add it to a messaging channel
• Removing an AI agent to disconnect it from a messaging channel

Related articles:

• Viewing and configuring settings for AI agents for messaging
• Setting the standard responses for an AI agent for messaging

Publishing an AI agent to add it to a messaging channel

You can publish an AI agent to any messaging channel where you want to add it. Publishing an AI agent to a channel means that any other messaging response—either the default messaging response or another AI agent—is removed from that channel and replaced with the newly published AI agent.

The following behavior applies:

• If you have not yet published an AI agent, the default messaging response remains active.
• If you have published an AI agent, the last published version of that AI agent remains active.
• (Applies only to customers who drafted or published an AI agent before February 3, 2025) Any unpublished answers remain until they’re published or altered.

To publish an AI agent to a channel

1. In Admin Center, click AI in the sidebar, then select AI agents > AI agents.
2. Click Manage AI agents for messaging.
3. Click the AI agent you want to publish.
4. Make any changes necessary to the flow, then click Publish AI agent in the upper-right corner.
   • If the AI agent is not currently published to a channel, in Select channels for your AI agent, select one or more channels, then click Publish AI agent.
     Note: For customers who drafted or published an AI agent before February 3, 2025, this dialog is named Choose where your AI agent appears, and the button is labeled Publish to selected channels.
   • If the AI agent is already live in a channel, the AI agent is updated in that channel.

Removing an AI agent to disconnect it from a messaging channel

You may find you need to disconnect an AI agent from a messaging channel because you want to use a different AI agent or you no longer want to offer AI agent functionality through that channel.

When you disconnect an AI agent from a channel, it is replaced by the default messaging response until and unless you connect another AI agent to that channel. Before disconnecting an AI agent, make sure you have another AI agent ready to replace it or check that your default messaging response is properly configured.

To disconnect an AI agent from a channel

1. In Admin Center, click AI in the sidebar, then select AI agents > AI agents.
2. Click Manage AI agents for messaging.
3. Click the AI agent you want to disconnect.
4. In the Settings tab, expand the Channels section and deselect the channel you want to disconnect.
5. At the top of the page, click Publish AI agent, then confirm your changes.

   Your changes are saved, the AI agent is disconnected, and the default messaging response is activated.

Deleting an AI agent for messaging

If you’re no longer using an AI agent for messaging, and don’t plan on using it in the future, you can delete it. When you delete an AI agent, any connected channels revert to their default response settings.

To delete an AI agent for messaging

1. In Admin Center, click AI in the sidebar, then select AI agents > AI agents.
2. Click Manage AI agents for messaging.
3. Click the Options () menu for the AI agent you want to delete, then select Delete.

   The AI agent is removed from the list. This action cannot be undone.