Our Dialogue Builder is the new way of understanding one of the cornerstones of good user experience in the world of automation - conversation design.
You can adjust the structure of your dialogues easily by inserting messages into the middle of a flow, saving more time and effort by copying and moving messages and switching between dialogues.
Here is a full list of all the features in the Dialogue Builder:
Draft mode
Navigation
- Accessing Dialogue Builder
- Navigating Dialogue Builder
- Navigating to other replies / between dialogues
Building & Editing Dialogues
- Block Types
- Adding new message blocks
- Inserting message blocks
- Copying, deleting, and moving blocks
- Converting message blocks
- Escalation
- Linking message blocks
- Linking to another reply
Visitor Messages
Draft mode
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ℹ️ Chat Automation ✅ ; Ticket Automation ✅ |
Save Draft
Save Draft allows you to save any ongoing work without affecting a live virtual agent.
Do bear in mind though if different people work on the same dialogue at the same time, the person who saves last will overwrite everything.
Refreshing the page would ensure that you get the latest saved draft loaded on your end.
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⚠️ Warning! - No logic check will be performed when saving as draft. |
Discard Draft
If you are not happy with the changes you've made, all changes can be easily reversed back to the published version by clicking Discard Draft.
Publish Changes
By clicking Publish Changes, everything will go live immediately.
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⚠️ Warning! - Logic check happens here. If you can't publish, please follow all the errors highlighted in red and fix them before publishing. |
Navigation
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ℹ️ Chat Automation ✅ ; Ticket Automation ✅ |
Navigate 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 
.
Drawers
There are two different drawers: Dialogue Settings and Message Block Details.
Dialogue Settings: Can be accessed by clicking 
in the top right corner. This is where Detail Page and Dialogue Settings (for saving or replacing a dialogue from a template) are.
Details: Accessed by clicking the message block you want to view details of. This drawer can be pinned by clicking 
.
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.
Navigate to other replies / between dialogues
You can now easily switch between different replies with the dropdown menu above.
Build & Edit Dialogues
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ℹ️ Dialogue Builder behaves differently for Chat Automation and Ticket Automation. Read Dialogue Builder for Ticket Automation to learn more. |
Block Types
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.
| Message Type | Description |
| Bot message | This is where you write what the bot will say |
| Visitor message |
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.
Options available:
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| 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. |
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❗ API integration and Conditional Blocks For Chat Automation, API integration is selectable only if you have integration 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.
❗️Note that it's not possible to have two consecutive visitor messages.
Copy, delete, and move blocks
Click the three dots of message block to copy, delete, or move it and/or its branches.
This can also be done in the drawer on the right.
| ❗You can only copy and/or move message blocks to the end of a dialogue flow. To insert messages in the middle of a dialogue flow, see Inserting Message Blocks. |
Convert message blocks
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ℹ️ Chat Automation ✅ ; Ticket Automation ❌ |
A bot message block can be converted to an escalation block, and vice versa.
Link message blocks
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ℹ️ Chat Automation ✅ ; Ticket Automation ❌ |
To link message blocks, first click 
, then the message block that you want to link to.
Note that linking message bocks need to follow the rule of no consecutive visitor messages.
Link to another reply
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ℹ️ Chat Automation ✅ ; Ticket Automation ❌ |
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 messages
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ℹ️ Chat Automation ✅ ; Ticket Automation ❌ |
Visitor 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. |
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Example 2 - 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.