Managing bot responses

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.

Prerequisites for managing responses

How to manage bot responses

  1. Sign in to the Zoom web portal.
  2. In the navigation menu on the left, click AI Management then Virtual Agent.
  3. Click on the specific chatbot to open the settings.
  4. Scroll down and under the Bot Responses section, click View and Manage Responses.
  5. To the right of the bot response you want to edit, click the ellipsis icon and select one of the following options:
    • Edit Bot Response: Edit the text of the bot response.
    • View Support Channel: View and manage the list of support channels in the Support Channels tab.
    • Reset to the Default Response: Revert the edited bot response to its original text.


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.