Managing dialogues for AI agents

The dialogue builder is where you manage dialogues for your AI agents. A dialogue is a scripted conversation flow that uses branching logic to determine an AI agent's responses and actions during a conversation with a customer.


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The dialogue builder is where you manage dialogues for your AI agents. A dialogue is a
scripted conversation flow that uses branching logic to determine an AI agent's
responses and actions during a conversation with a customer.
Each dialogue is linked to a specific reply, and each reply is in turn linked to a use case.
This article contains the following topics:

Editing an existing dialogue
Viewing a dialogue's settings
Viewing a dialogue's automatic translation
Switching between dialogues
Viewing and managing block details
Searching for content within a dialogue
Copying and pasting content in the dialogue builder
Reverting a dialogue to a previous version

Related articles:

Creating dialogues to define scripted
conversation flows for AI agents
Using templates to draft conversation flows for
AI agents



Editing an existing dialogue

After you create a dialogue, you can always edit it
to update the conversation flow.
To edit an existing dialogue


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the dialogue you want to edit.
Select the Replies tab.

Select the reply you want to edit the dialogue for.

Click Edit dialogue. The dialogue builder opens, showing the
existing dialogue. For more information on working within the dialogue
builder, see Creating conversation flows in the
dialogue builder for AI agents.






Viewing a dialogue's settings

In the dialogue builder, you can view a dialogue's settings. From here, you
can change the language of the reply and see where the reply is linked to.
To view a dialogue's settings



Open the dialogue
builder for the dialogue you want to work with.
Click the options menu ( ) in the upper-right corner and select View
info. The Dialogue settings panel appears, showing the following
information:


Intent: Use case the dialogue is associated with.

Dialogue language: Language the dialogue is associated
with.

Linked in responses: Other dialogues the current dialogue is
linked from.








Viewing a dialogue's automatic translation

If you selected automatic translations when adding a supported language, an AI agent’s
system replies and dialogues are automatically translated by AI. From within a
dialogue, you can view the text of the automatic translations.


Note: You can’t edit automatically generated translations.


To view a dialogue’s automatic translation




Open the dialogue builder for the
dialogue you want to work with.
In the top-left, click the language drop-down and select the language you
want to view automatic translations for. The content of the dialogue
appears in read-only form in the selected language.







Switching between dialogues

From within the dialogue builder, you can easily switch between different dialogues.
This saves you time because you don't have to return to the list of use cases or
replies every time you want to open a different dialogue.
Important: Make sure to save any edits to the current dialogue before
switching to a different one. Any unsaved changes to the current dialogue are
lost when you switch.

To switch between dialogues



Open the dialogue
builder for a dialogue you want to work with.
Click the drop-down menu in the top-left corner to search for and select the
dialogue you want to open.
The selected dialogue opens.






Viewing and managing block details

Within the dialogue builder, you can view and manage the details of an
individual block in the conversation flow.
To view and manage block details



Open the dialogue
builder for the dialogue you want to work with.
Click the block you want to view details for. The Details panel
appears.

The specific fields
available in this pane depend on the type of block you selected, but you
can always:

Click Add action to add or edit which actions should be
performed when this block is activated during a conversation. Any
added actions are shown here.
Click the Status dropdown to configure which custom resolution state
should be set when this block is activated during a
conversation.







Searching for content within a dialogue

In the dialogue builder, you can search for specific content. You can search across
all block input fields, drop-down selections, and attached actions, with support for
case-sensitive and whole-word matching.
To search for content within a dialogue



Open the dialogue
builder for the dialogue you want to work with.
Click the magnifying glass icon ( ) in the upper left. Alternatively, press
Control+F on a PC or Command+F on a Mac.


Enter your search term.
Matching results are highlighted in orange.


Cycle through matching results by clicking the Next ( ) and Previous ( ) arrows. Alternatively, press Enter on a PC
or Return on a Mac.

(Optional) Click the options menu ( ) to configure the following settings
for your search term:

Match case: Matching results must have the same case
(uppercase or lowercase) as the search term.

Whole words: Matching results must be surrounded by spaces
(or be the only word, the first word with a space after it, or the
last word with a space before it).







Copying and pasting content in the dialogue builder

Within the dialogue builder, you can copy a block or an entire branch to use
elsewhere in the same dialogue or a different dialogue. You can even paste the
copied content in a dialogue for a different AI agent.
When pasting copied dialogue content between AI agents, keep the following points in
mind:

If the two AI agents don't have the same use cases, replies, templates, segments, or entities, the content is pasted, but
it doesn't contain those missing components.
Any pasted "Link to" blocks are empty, as you can't link to a reply in another
AI agent.


To copy and paste content in the dialogue builder

Open the dialogue
builder for the dialogue you want to work with.
Click the options menu ( ) on the the block you want to copy and select
Copy.
Everything below the
block is saved to your clipboard. When you paste your content later, you
can decide whether you want to paste only the first block or the whole
branch.

Navigate to where you want to paste the copied content, either in the same
dialogue or a different dialogue, even one in a different AI agent.
Click the options menu ( ) on an existing block or the plus icon (+)
below a block, and then select Paste block or Paste branch.
You can paste anywhere in the conversation flow as long as it doesn't
conflict with a block placement restriction. If it does, the paste
options aren't available. See Available block types for
information on block placement restrictions.







Reverting a dialogue to a previous version

A version history is maintained for each dialogue. This means you can quickly revert
to a previous version of a dialogue if a newer version includes changes you don’t
want to keep.

To revert a dialogue to a previous version

Open the dialogue
builder for the dialogue you want to work with.
Click the options menu ( ) in the top-right and select Version
history. The Version history panel appears. Versions are grouped
by day.


(Optional) Use the Type drop-down to filter to the version history
entries:

Show only published versions: Shows only publish events, not
save events.

Show only my published versions: Shows publish events from
your user only, not save events.

Show only my saved and published versions: Shows publish and
save events from your user only.


Click to expand the day that includes the version you want to revert back
to. Each version shows the timestamp and user who saved or published
it. Any notes included when the user saved or published the version are
shown as well.


(Optional) To add, edit, or delete the notes a user entered when they saved
or published a version of the dialogue, hover your mouse over a version,
click the options menu ( ), and select Add note, Edit note,
or Delete note.
Click the version you want to revert back to. The version opens in a
read-only state.

In the read-only version, click the options menu ( ) in the top-right and select Restore as
draft. The version is restored as the current draft, and the live
AI agent is not affected.

To make the restored version live to customers interacting with the AI
agent, click Publish or Publish with note.




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