Managing dialogues for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">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.</p>
<p class="p">Each dialogue is linked to a specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682" target="_blank">reply</a>, and each reply is in turn linked to a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="dialogue_builder_managing__ul_tbs_11m_52c">
<li class="li"><a class="xref" href="#topic_nvb_tzl_52c">Editing an existing dialogue</a></li>
<li class="li"><a class="xref" href="#topic_pvb_tzl_52c">Viewing a dialogue's settings</a></li>
<li class="li"><a class="xref" href="#topic_svb_zxq_2jc">Viewing a dialogue's automatic translation</a></li>
<li class="li"><a class="xref" href="#topic_uvb_tzl_52c">Switching between dialogues</a></li>
<li class="li"><a class="xref" href="#topic_pfv_vzz_t2c">Viewing and managing block details</a></li>
<li class="li"><a class="xref" href="#topic_ily_f2s_yhc">Searching for content within a dialogue</a></li>
<li class="li"><a class="xref" href="#topic_id2_22p_ghc">Copying and pasting content in the dialogue builder</a></li>
<li class="li"><a class="xref" href="#topic_tyw_5zt_z2c">Reverting a dialogue to a previous version</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="dialogue_builder_managing__ul_rbn_11m_52c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Creating dialogues to define scripted
conversation flows for AI agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">Using templates to draft conversation flows for
AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nvb_tzl_52c">
<h2 class="title topictitle2" id="ariaid-title2">Editing an existing dialogue</h2>
<div class="body">
<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">create a dialogue</a>, you can always edit it
to update the conversation flow.</p>
<p class="p"><strong class="ph b">To edit an existing dialogue</strong></p>
<div class="p">
<ol class="ol" id="topic_nvb_tzl_52c__ol_ovb_tzl_52c">
<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_nvb_tzl_52c__d8e127" 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">Select the use case that contains the dialogue you want to edit. </li>
<li class="li">Select the <strong class="ph b">Replies</strong> tab.</li>
<li class="li">
<p class="p">Select the reply you want to edit the dialogue for.</p>
</li>
<li class="li">Click <strong class="ph b">Edit dialogue</strong>.<p class="p">The dialogue builder opens, showing the
existing dialogue. For more information on working within the dialogue
builder, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Creating conversation flows in the
dialogue builder for AI agents</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pvb_tzl_52c">
<h2 class="title topictitle2" id="ariaid-title3">Viewing a dialogue's settings</h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p"><strong class="ph b">To view a dialogue's settings</strong></p>
<div class="p">
<ol class="ol" id="topic_pvb_tzl_52c__ol_qvb_tzl_52c">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for the dialogue you want to work with.</li>
<li class="li">Click the options menu (<img class="image" id="topic_pvb_tzl_52c__image_rvb_tzl_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png">) in the upper-right corner and select <strong class="ph b">View
info</strong>.<p class="p">The Dialogue settings panel appears, showing the following
information:</p>
<ul class="ul" id="topic_pvb_tzl_52c__ul_svb_tzl_52c">
<li class="li">
<strong class="ph b">Intent</strong>: Use case the dialogue is associated with.</li>
<li class="li">
<strong class="ph b">Dialogue language</strong>: Language the dialogue is associated
with.</li>
<li class="li">
<strong class="ph b">Linked in responses</strong>: Other dialogues the current dialogue is
linked from.<p class="p"><img class="image" id="topic_pvb_tzl_52c__image_ddn_tf3_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_settings_panel.png" width="400"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_svb_zxq_2jc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing a dialogue's automatic translation</h2>
<div class="body">
<p class="p">If you selected automatic translations when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10701417287194#topic_rmc_kzx_jgc" target="_blank">adding a supported language</a>, 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.</p>
<p class="p">Additionally, the prefix “GLB” is added to the titles of all the dialogues in your
default language. This prefix indicates that a dialogue is the source (or “global”)
dialogue from which the automatic translations are derived.</p>
<p class="p">Any changes made to the source dialogue are automatically translated and made in the
dialogues for any other languages set to use automatic translations. You can’t edit
automatically generated translations directly.</p>
<p class="p"><strong class="ph b">To view a dialogue’s automatic translation</strong>
</p>
<div class="p">
<ol class="ol" id="topic_svb_zxq_2jc__ol_mqx_r1r_2jc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">Open the dialogue builder</a> for the
dialogue you want to work with. </li>
<li class="li">In the top-left, click the language drop-down and select the language you
want to view automatic translations for.<p class="p">The content of the dialogue
appears in read-only form in the selected language.</p>
<p class="p"><img class="image" id="topic_svb_zxq_2jc__image_isk_t1r_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_viewing_dialogue_translation.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_uvb_tzl_52c">
<h2 class="title topictitle2" id="ariaid-title5">Switching between dialogues</h2>
<div class="body">
<div class="p">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.<div class="note important" id="topic_uvb_tzl_52c__note_vvb_tzl_52c">
<span class="importanttitle">Important:</span> 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.</div>
</div>
<p class="p"><strong class="ph b">To switch between dialogues</strong></p>
<div class="p">
<ol class="ol" id="topic_uvb_tzl_52c__ol_wvb_tzl_52c">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for a dialogue you want to work with.</li>
<li class="li">Click the drop-down menu in the top-left corner to search for and select the
dialogue you want to open.<p class="p"><img class="image" id="topic_uvb_tzl_52c__image_xvb_tzl_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dialogue_builder_switch.png"></p>
<p class="p">The selected dialogue opens.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_pfv_vzz_t2c">
<h2 class="title topictitle2" id="ariaid-title6">Viewing and managing block details</h2>
<div class="body">
<p class="p" dir="ltr">Within the dialogue builder, you can view and manage the details of an
individual block in the conversation flow. </p>
<p class="p"><strong class="ph b">To view and manage block details</strong></p>
<div class="p" dir="ltr">
<ol class="ol" id="topic_pfv_vzz_t2c__ol_syy_mb1_52c">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for the dialogue you want to work with.</li>
<li class="li">Click the block you want to view details for. <p class="p">The Details panel
appears.</p>
<p class="p"><img class="image" id="topic_pfv_vzz_t2c__image_gb4_mc1_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_block_details_example.png" width="350"></p>
<p class="p">The specific fields
available in this pane depend on the type of block you selected, but you
can always:</p>
<ul class="ul" id="topic_pfv_vzz_t2c__ul_ksg_bc1_52c">
<li class="li">Click <strong class="ph b">Add action</strong> to add or edit which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">actions</a> should be
performed when this block is activated during a conversation. Any
added actions are shown here.</li>
<li class="li">Click the <strong class="ph b">Status</strong> dropdown to configure which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756466586" target="_blank">custom resolution state</a>
should be set when this block is activated during a
conversation.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ily_f2s_yhc">
<h2 class="title topictitle2" id="ariaid-title7">Searching for content within a dialogue</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To search for content within a dialogue</strong></p>
<div class="p">
<ol class="ol" id="topic_ily_f2s_yhc__ol_fnb_n2s_yhc">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for the dialogue you want to work with. </li>
<li class="li">Click the magnifying glass icon (<img class="image" id="topic_ily_f2s_yhc__image_pmt_w2s_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">) in the upper left. <p class="p">Alternatively, press
Control+F on a PC or Command+F on a Mac. </p>
</li>
<li class="li">
<p class="p">Enter your search term.</p>
<p class="p">Matching results are highlighted in orange.</p>
<p class="p"><img class="image" id="topic_ily_f2s_yhc__image_gqn_gfs_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_search_in_dialogue_builder.png" width="600"></p>
</li>
<li class="li">Cycle through matching results by clicking the Next (<img class="image" id="topic_ily_f2s_yhc__image_ap4_3fs_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/next_arrow_icon.png">) and Previous (<img class="image" id="topic_ily_f2s_yhc__image_btt_hfs_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/previous_arrow_icon.png">) arrows.<p class="p">Alternatively, press Enter on a PC
or Return on a Mac.</p>
</li>
<li class="li">(Optional) Click the options menu (<img class="image" id="topic_ily_f2s_yhc__image_qn4_y2s_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="16">) to configure the following settings
for your search term: <ul class="ul" id="topic_ily_f2s_yhc__ol_fmd_p2s_yhc">
<li class="li">
<strong class="ph b">Match case</strong>: Matching results must have the same case
(uppercase or lowercase) as the search term. </li>
<li class="li">
<strong class="ph b">Whole words</strong>: 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).</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_id2_22p_ghc">
<h2 class="title topictitle2" id="ariaid-title8">Copying and pasting content in the dialogue builder</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">When pasting copied dialogue content between AI agents, keep the following points in
mind:</p>
<ul class="ul" id="topic_id2_22p_ghc__ul_gxr_y23_n2c">
<li class="li">If the two AI agents don't have the same <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use cases</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682" target="_blank">replies</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">templates</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749740698" target="_blank">entities</a>, the content is pasted, but
it doesn't contain those missing components.</li>
<li class="li">Any pasted "Link to" blocks are empty, as you can't link to a reply in another
AI agent.</li>
</ul>
<div class="p">
<strong class="ph b">To copy and paste content in the dialogue builder</strong><ol class="ol" id="topic_id2_22p_ghc__ol_ebh_fc3_n2c">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for the dialogue you want to work with.</li>
<li class="li">Click the options menu (<img class="image" id="topic_id2_22p_ghc__image_fts_php_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) on the the block you want to copy and select
<strong class="ph b">Copy</strong>.<p class="p"><img class="image" id="topic_id2_22p_ghc__image_iwb_dmp_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_copy.png" width="350"></p>
<p class="p">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.</p>
</li>
<li class="li">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. </li>
<li class="li">Click the options menu (<img class="image" id="topic_id2_22p_ghc__image_cq3_3bt_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) on an existing block or the plus icon (+)
below a block, and then select <strong class="ph b">Paste block</strong> or <strong class="ph b">Paste branch</strong>.
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810#topic_krz_vym_g2c" target="_blank">Available block types</a> for
information on block placement restrictions.</p>
<p class="p"><img class="image" id="topic_id2_22p_ghc__image_py4_dmp_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_paste.png" width="350"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_tyw_5zt_z2c">
<h2 class="title topictitle2" id="ariaid-title9">Reverting a dialogue to a previous version</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<strong class="ph b">To revert a dialogue to a previous version</strong><ol class="ol">
<li class="li">
<a class="xref" href="#topic_nvb_tzl_52c">Open the dialogue
builder</a> for the dialogue you want to work with.</li>
<li class="li">Click the options menu (<img class="image" id="topic_tyw_5zt_z2c__image_chs_db5_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png">) in the top-right and select <strong class="ph b">Version
history</strong>.<p class="p">The Version history panel appears. Versions are grouped
by day.</p>
<p class="p"><img class="image" id="topic_tyw_5zt_z2c__image_ypf_n15_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_version_history.png" width="350"></p>
</li>
<li class="li">(Optional) Use the <strong class="ph b">Type</strong> drop-down to filter to the version history
entries: <ul class="ul" id="topic_tyw_5zt_z2c__ol_fxw_415_z2c">
<li class="li">
<strong class="ph b">Show only published versions</strong>: Shows only publish events, not
save events. </li>
<li class="li">
<strong class="ph b">Show only my published versions</strong>: Shows publish events from
your user only, not save events.</li>
<li class="li">
<strong class="ph b">Show only my saved and published versions</strong>: Shows publish and
save events from your user only. </li>
</ul>
</li>
<li class="li">Click to expand the day that includes the version you want to revert back
to.<p class="p">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.</p>
<p class="p"><img class="image" id="topic_tyw_5zt_z2c__image_npx_q15_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_dialogue_builder_version_history_notes.png" width="250"></p>
</li>
<li class="li">(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 (<img class="image" id="topic_tyw_5zt_z2c__image_cqw_db5_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png">), and select <strong class="ph b">Add note</strong>, <strong class="ph b">Edit note</strong>,
or <strong class="ph b">Delete note</strong>. </li>
<li class="li">Click the version you want to revert back to.<p class="p">The version opens in a
read-only state.</p>
</li>
<li class="li">In the read-only version, click the options menu (<img class="image" id="topic_tyw_5zt_z2c__image_u42_2b5_z2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png">) in the top-right and select <strong class="ph b">Restore as
draft</strong>.<p class="p">The version is restored as the current draft, and the live
AI agent is not affected.</p>
</li>
<li class="li">To make the restored version live to customers interacting with the AI
agent, click <strong class="ph b">Publish</strong> or <strong class="ph b">Publish with note</strong>.</li>
</ol>
</div>
</div>
</div>
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