Navigating the Dialogue Builder
To move around a dialogue, simply click in the empty area and drag around.
To zoom in/out, you can use CTRL / CMD + scroll or the zoom buttons in the top right corner .
There are two different drawers: Dialogue Settings and Message Block Details.
|Drawer Description||Drawer Visual|
Dialogue Settings: Can be accessed by clicking the burger menu in the top right corner. The View Info option will open the dialogue settings.
From here you can change the language of the reply and see where the reply is linked to.
The burger menu also contains the options to save or replace a dialogue from a template, import & export Intent replies, and copy Intents, expressions, and replies between Bots.
Details: Accessed by clicking the message block you want to view details of. This drawer can be pinned by clicking the pin icon .
The character count of each message can be viewed in the right drawer.
You can add or edit Actions to the message block here as well. Added actions can be viewed easily under each block.
This is also where you set Resolutions States.
Navigate to other replies / between dialogues
You can now easily switch between different replies with the dropdown menu on the top-left corner next to the back button. You can search for the name of the reply you would like to navigate to. Ensure your edits are saved before moving between dialogues.
Build & Edit Dialogues
Dialogue Builder behaves differently for Chat Automation and Ticket Automation. Read Dialogue Builder for Ticket Automation to learn more.
Those using our UltimateGPT solution can check out how to use the UltimateGPT block here
Add new message blocks
Block types are very important as they define where a user goes down the flow and what is asked and expected.
Click ➕, select the type of message you want to add from the drop-down. Let's dive into the block types and some examples of when you might use them.
|Bot message||This is where you write what the bot will say|
This is where you define all the scenarios a visitor can do and what path they will go down next if you receive that as a response. This should be as extensive as possible, because humans may not all respond in the same way.
|Link to another reply||You can use this to pass users between flows, such as not needing to create an escalation flow in each dialogue - you can link to one. Another example is having a farewell or CSAT collection reply you want to forward users to at the end of a resolution block.|
|Escalation||This is how you define the escalation path to a human agent - the message you will say to the user and how you will escalate - email or a live agent.|
|Carousel||This is not available for all CRM and channel types, but if you want to include visual information in a rolling display of content this is for you to build the options out.|
|Availability||This is for you to integrate your business's operating hours to manage expectations and check for agent availability before escalating|
|API Integration||Connect to business-specific services to retrieve information for example from a logistics provider on order status.|
|Conditional Block||Conditional Blocks are the way to personalize messages in your dialogue flows based on a certain condition, or in this case, a parameter.
API integration is selectable only if you have integrations implemented. Speak with your Customer Success Manager if you have any questions.
Insert message blocks
You can add message blocks between two existing ones. You can do this by clicking the plus in between the blocks you would like to add the block to.
It's not possible to have two consecutive visitor messages.
Copy, delete, and move blocks
Click the three dots of the message block to copy or delete blocks its branches.
This can also be done in the drawer on the right, along with moving blocks and branches.
You can copy blocks and branches across replies and blocks using the Dialogue Clipboard
Link message blocks
To link message blocks, first click , then the message block that you want to link to.
Linking message blocks need to follow the rule of no consecutive visitor messages.
Link to another reply
To link to another reply, click the plus icon and select Link to another reply. From here you can select the reply you would like to link to from the drop-down or by opening the side drawer and selecting from there.
Visitor messagesVisitor messages are regarded as scenarios. Each scenario can be defined with conditions, such as:
- Button Clicked - when the user clicks a button to continue a dialogue flow
- Link Clicked - when the user clicks a hyperlinked button
- Intent Predicted - when an intent is predicted
- Entity Recognized - when a content entity is recognized
- Free text Written - when the user writes anything but what you're looking for. Often used as a fallback. This should always be kept at the furthest right
In Dialogue Builder, one single Visitor Scenario Message Block can contain multiple conditions that should be handled in the same way. This helps you reduce the clutter and make the dialogue more compact.
Here are two examples:
Example 1 - Yes/No Scenarios
The bot asks "Have you got the confirmation email?". We have two scenarios: visitor responds "yes" and "no".
For each scenario, we have three conditions:
You can add conditions in the drawer on the right by clicking on the block heading and add condition.
A variety of scenarios
Bot asks "What's your payment method?" and there are three scenarios in this example: Credit/Debit Card, PayPal, Bank Transfer.
Visitor messages - prioritizing scenarios
Visitor Messages are used to design interactions between a visitor and a bot.
To maximize control in the dialogue flow, you can sort the priority of visitor scenarios. The priority of the scenarios goes from left to right, with the left side having the highest priority.
You can prioritize the scenarios in the drawer on the right. To easily navigate to it you can just press "Show all scenarios" like in the example below:
ℹ️ If your scenario has only one condition, for best bot recognition results, we recommend the following scenario order from left to right:
Entity > Intent > Button > Free Text
The priority of conditions in a scenario is not relevant as they are all leading customers through the same dialogue path.