The Generative Reply Action responds to Customers in a conversational manner using knowledge from existing Public Answers combined with the AI assistant's personality, configured using Advice. If the Answer does not exist, or does not adequately assist the Customer, the Conversation will hand off to a human Agent.
Add the Generative Reply Action within the Thread Builder in order to leverage Answer Threads.
Generative Reply must be used with a separate Action
Add the Send Reply Action ahed of the Generative Reply Action in the Thread Builder.