Restricting a use case to be used only inside of a dialogue

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<p id="docs-hc-snippet" style="display: none;">After youcreate a use case, you can restrict it so that it can be used only inside of a dialogue. These use cases, called dialogue-only use cases, are triggered only inside dialogue flows and cannot be triggered during general conversation, such as when an AI agent is providing AI-generated answers.</p>
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<div class="note attention" id="adv_use_cases_dialogue_only__note_rsb_f1q_2jc">
<span class="attentiontitle"></span> This article applies only to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a>.</div>
<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">create a use case</a>, you can restrict it so that
it can be used only inside of a dialogue. These use cases, called dialogue-only use
cases, are triggered only inside dialogue flows and cannot be triggered during general
conversation, such as when an AI agent is providing AI-generated answers. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="adv_use_cases_dialogue_only__ul_wyw_dzp_2jc">
<li class="li"><a class="xref" href="#topic_pgl_xyp_2jc">About dialogue-only use cases</a></li>
<li class="li"><a class="xref" href="#topic_uvj_yyp_2jc">Configuring a dialogue-only use case</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="adv_use_cases_dialogue_only__ul_t2f_dzp_2jc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041911005850" target="_blank">Managing use cases for AI agents</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733365402" target="_blank">Best practices for creating use cases for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pgl_xyp_2jc">
<h2 class="title topictitle2" id="ariaid-title2">About dialogue-only use cases</h2>
<div class="body">
<p class="p">The dialogue-only option is essential for use cases that represent customer responses
within a specific dialogue context, not standalone requests—for example, use cases
such as "Affirmative (Yes)” and "Negative (No).” </p>
<p class="p">The following conversation is an example of what happens when a use case is not
marked as dialogue-only: </p>
<ul class="ul" id="topic_pgl_xyp_2jc__ul_r3c_rzp_2jc">
<li class="li"><em class="ph i">[Inside a dialogue about ordering a camera]</em></li>
<li class="li">
<strong class="ph b">AI agent</strong>: “Would you like to learn more about each camera model?” </li>
<li class="li">
<strong class="ph b">Customer</strong>: “Yes.” <ul class="ul" id="topic_pgl_xyp_2jc__ul_n13_5zp_2jc">
<li class="li">This response matches an “Affirmative (Yes)” use case that was created
for the AI agent, but was not marked as dialogue-only. </li>
<li class="li">The use case has no configured reply, so the AI agent reverts to
generative AI to provide a response. </li>
<li class="li">The only information sent through the AI agent’s generative AI response
process is the customer’s “Yes,” which doesn’t provide enough context to
generate a useful answer. This interrupts and breaks the conversation
flow. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">AI agent</strong>: “I couldn't find an answer to that.” </li>
</ul>
<p class="p">However, with a dialogue-only use case, the same conversation might proceed as
follows instead: </p>
<ul class="ul" id="topic_pgl_xyp_2jc__ul_j2h_vzp_2jc">
<li class="li"><em class="ph i">[Inside a dialogue about ordering a camera]</em></li>
<li class="li">
<strong class="ph b">AI agent</strong>: “Would you like to learn more about each camera model?” </li>
<li class="li">
<strong class="ph b">Customer</strong>: “Yes.” <ul class="ul" id="topic_pgl_xyp_2jc__ul_fnh_wzp_2jc">
<li class="li">This response matches the “Affirmative (Yes)” use case within the
current dialogue’s context. </li>
<li class="li">The AI agent can then continue the dialogue flow using the customer’s
affirmative response with the proper context. </li>
</ul>
</li>
</ul>
<p class="p">In this example conversation, the “Affirmative (Yes)” use case now triggers only when
it makes sense—inside a dialogue where “yes” has a clear meaning. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_lqh_nzp_2jc">
<h3 class="title topictitle3" id="ariaid-title3">Common dialogue-only use cases</h3>
<div class="body">
<p class="p">The following are examples of use cases that, if you choose to create them,
should be marked as dialogue-only in order to preserve conversational flows: </p>
<ul class="ul" id="topic_lqh_nzp_2jc__ul_lb1_pzp_2jc">
<li class="li">General confirmations <ul class="ul" id="topic_lqh_nzp_2jc__ul_mdn_pzp_2jc">
<li class="li">
<strong class="ph b">Name</strong>: Affirmative (Yes) </li>
<li class="li">
<strong class="ph b">Purpose</strong>: Matches customer confirmations, such as “Yes,”
“Sure,” “Correct,” “That’s right,” and so on. </li>
<li class="li">
<strong class="ph b">Reason for request</strong>: Customer confirms </li>
<li class="li">
<strong class="ph b">Why it should be dialogue-only</strong>: Without context, “yes” is
meaningless to the AI agent and can’t be used to produce a useful
answer. </li>
</ul>
</li>
<li class="li">General rejections <ul class="ul" id="topic_lqh_nzp_2jc__ul_pgj_pzp_2jc">
<li class="li">
<strong class="ph b">Name</strong>: Negative (No) </li>
<li class="li">
<strong class="ph b">Purpose</strong>: Matches customer rejections or disagreements, such
as “No,” “Not that,” “That’s wrong,” and so on. </li>
<li class="li">
<strong class="ph b">Reason for request</strong>: Customer declines or disagrees </li>
<li class="li">
<strong class="ph b">Why it should be dialogue-only</strong>: Like the affirmative, “no”
without context is meaningless to the AI agent and can’t be used to
produce a useful answer.</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_uvj_yyp_2jc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring a dialogue-only use case</h2>
<div class="body">
<p class="p">You can configure a use case so that it can be used only inside of a dialogue. </p>
<p class="p"><strong class="ph b">To configure a dialogue-only use case</strong></p>
<div class="p">
<ol class="ol" id="topic_uvj_yyp_2jc__ol_cvk_11q_2jc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_uvj_yyp_2jc__d9e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Click the use case you want to configure.<p class="p">The use case details page
opens.</p>
</li>
<li class="li">Click <strong class="ph b">Actions</strong> in the top-right and select <strong class="ph b">Use only in
dialogues</strong>.<p class="p"><img class="image" id="topic_uvj_yyp_2jc__image_ev2_t1q_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_use_case_dialogue_only.png" width="200"></p>
<p class="p">Your changes are
automatically saved.</p>
</li>
</ol>
</div>
<p class="p">On the Use cases page, a <em class="ph i">Dialogue only</em> badge appears next to the name of the
use case.</p>
<p class="p"><img class="image" id="topic_uvj_yyp_2jc__image_jsq_zfq_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_use_cases_dialogue_only_badge.png" width="600"></p>
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