Zoom Virtual Agent admins can view and manage both the automated and pre-learned responses generated by the bot. They have the ability to control the text responses and set up centralized text for escalations to another support channel that will be used across the entire bot. This ensures that administrators maintain visibility into the specific contexts where the controlled text will be applied.
You can look for user actions or bot responses in the search bar, filter by Support, Intent Match, Knowledge Base, or System, and change the language. You can also click the Use generative AI for responses toggle at the upper right. When enabled, default bot responses adjust dynamically while maintaining the same meaning. Some responses also consider the customer's last intent to better adapt to their needs and context, creating more human-like conversations.