How to choose whether the AI replies, uses flows, or both
Choose who replies first when a customer reaches out: the AI, the menu flows, or both together.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When a customer sends a message, someone needs to reply first. Here you choose whether it’s the AI, your menu flows, or the flows reply and the AI takes over what they don’t cover. You also decide whether the AI’s reply is sent right away or waits for the team to approve it.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can change this setting.
- For the AI to reply well, set up the agent and the knowledge base first.
- The change takes effect immediately for the next messages on all channels.
Step by step
- Step 1:
At the bottom of the menu, click Settings.
- Step 2:
Under AI, click General behavior.
- Step 3:
Under Service, see the three options. AI replies: the AI handles the conversation and hands it off to the team when needed. Flows + AI: the menus reply first and the AI takes over what they don’t cover. Flows only: only the menus reply, with no AI.
- Step 4:
Click the option you want. Here, AI replies. Your choice is saved immediately, with no save button.
- Step 5:
With AI turned on, Sending AI replies appears. Leave it on AI replies on its own for the reply to be sent right away, or choose AI suggests, team approves so someone on the team approves each reply before it is sent.
- Step 6:
Check the top of the screen: Who replies shows the selected option and Default agent shows which agent will handle the conversation.
How to know it worked
At the top of , the Who replies field shows the option you selected. The next customer messages will already follow this rule.
If something goes wrong
I chose Flows only and the other sections disappeared.
This is expected: in Flows only, the AI does not reply, so default agent, handoff to the team, and learning are hidden. Choose AI replies or Flows + AI to bring them back.
I turned on the AI, but it didn’t reply to the customer.
Check whether the number is on the ignored list in Settings › AI › Who the AI handles, whether the conversation was taken over by someone on the team, and whether there are still AI credits available.
Instead of the options, "Replies come from your system" appears.
The company is set up to reply through its own system, via API. Open Advanced at the bottom of the screen, and under Who replies choose Cognizy AI.
Next step
Set the default agent and the message the customer receives when the conversation is handed off to the team.
Sign in with your Cognizy account to save your progress.
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