Both blocks use generative artificial intelligence to write messages, but they meet different needs. Generative Response sends a single message based on a specific prompt, while AI Instructions holds a full conversation with the customer until it achieves a goal. Understanding this difference helps you design simpler flows and avoid using a complex block where a simple one would do, or the other way around.

Did you previously know it as "AI Agent"? The AI Instructions block is the same one that used to be called "AI Agent". We renamed it to set it apart from the new AI Agents in Botmaker 3.0, which are a different feature.

AI Instructions block

Go to the Bot Designer, open the flow where you want to use it, and add the AI Instructions block from the blocks menu. This block only appears if the bot's generative mode is turned on (see Prerequisites).

Generative Response block

In the flow, add the Bot response block and follow the path Bot response → Text message → Generative Response. It's under Text message because, in the end, what it sends is a text message: the difference is that, instead of you writing it, the AI writes it based on your prompt.

How are they different?

Generative Response

• What it takes: a single prompt. E.g., "Send the business hours".
• How many messages it sends: just one. It responds once and the flow continues.
• Place in the flow: it's a step in the middle of the conversational flow.
• Scope of the goal: small, specific goals.
• Best for: limited information, such as business hours, addresses, or a specific piece of information.

AI Instructions

• What it takes: a goal. E.g., "Resolve the customer's inquiry".
• How many messages it sends: several. It talks with the customer as much as needed to achieve the goal.
• Place in the flow: it can start and end the conversation within the same block.
• Scope of the goal: larger goals that require back-and-forth.
• Best for: advising, resolving inquiries, collecting data, or guiding a decision.

An example to make it clear: if your customer asks "What time do you open?", a Generative Response that sends the hours and continues the flow is enough. But if the customer says "I want to buy a phone and I don't know which one to choose", you need AI Instructions: the block will ask what they'll use it for, what their budget is, and which brand they prefer, and it will recommend options until they choose one.

Which one should you use?

Use Generative Response when you need to handle something specific with a single message and want the flow to continue on its usual path. It's the simplest and most predictable option, because the AI steps in at only one point.

Use AI Instructions when the goal requires a conversation: asking questions, understanding what the customer needs, and responding accordingly. It's the most dynamic option, because the AI keeps the context of the entire conversation.

You can also combine them. For example, a flow can greet the customer and send general information with a Generative Response and, if the customer needs advice, route them to an AI Instructions block that guides them until the issue is resolved.

Important considerations

• AI Instructions isn't the same as AI Agents: AI Instructions is a block within a Bot Designer flow. AI Agents are a Botmaker 3.0 feature, recommended if your bot needs to use tools, query systems, or complete tasks.
• Both blocks require generative mode to be on: if you don't see one of them, check the settings in Identity and preferences.
• Generative Response doesn't hold a conversation: it sends a single message. If the customer replies, the conversation continues through the flow and doesn't return to that block.

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