Add-on | AI agents - Advanced |
You can use templates to draft dialogues by creating a new template reply or by saving an existing dialogue to later replace a dialogue with a template reply.
A template reply isn't directly triggered by an expression, which makes it ideal for drafting dialogue flows without pushing them live to your production environment. In addition, it's a good way to save or archive existing replies for later.
You can use templates to:
- Present repetitive transfer flows, such as escalation flows and CSAT flows
- Draft and test new dialogues without going live in production
- Make changes to dialogues that are live in production
- Save a dialogue for later use or for retiring a dialogue
Viewing a list of your templates
You can view your templates and their replies on the Templates overview page.
To open the Templates Overview page
- In one of the AI agents you manage, select Content > Templates.
- Template name: Name and description of the template.
- Linked in replies: Replies the template is being linked from. Click the row to view which replies are linking to this template.
- Language replies: A column per language, giving you the possibility to create multi-lingual templates.
- Actions: Number of actions applied within the different replies in the template.
- Last modified: Timestamp when the template was last changed.
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Settings:
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View info allows you to see and change the template name and description.
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Copy to another AI agent allows you to share the template across AI agents within your organization.
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Delete allows you to remove the template, after deleting any replies within the template.
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Creating a template
You can draft your dialogue if your AI agent is already live and you need time to work on a dialogue.
To create a template reply
- In one of the AI agents you manage, select Content > Templates.
- Click Add Template.
- Enter a Template name and an optional Description.
- Click Save.
You can now build a dialogue in the template by clicking the + icon in the language column you would like to create the dialogue flow for. Check the settings, then click save to open the dialogue builder.
You can add the dialogue to an intent when you're ready.
Converting an intent reply to a template
You can save an intent's dialogue as a template reply if you want to back up an existing dialogue or save it for later use.
To save an existing dialogue
- In one of the AI agents you manage, select Content > Intents.
- Locate the intent dialogue you want to save, then click the reply to open the dialogue builder.
- Click the options menu in the upper-right corner, then select Copy to a new Template.
- Click Save As A Template.
- Enter a Template name, then click Save.
The Intent's dialogue is saved as a template reply.
Converting a template to an intent reply
After you create a template reply, you can use it under any intent in any of the AI agents you manage.
To use a template as an intent reply
- In one of the AI agents you manage, create a new intent or select an existing intent.
- Open the intent's dialogue page.
- Click the options menu in the upper-right corner, then select Replace Dialogue.
- In Replace with, select a template reply.
- Click Replace.
The dialogue is replaced by the template reply you selected.
- Click Save.
Grouping replies under a template
You can group each language reply under one template.
To group replies under a template
- In the reply you want to add to a template, open the Dialogue Builder.
- Click the options menu in the upper-right corner, then select Move to another reply.
- Select the template where you'd like to move the intent, then select the language to associate it with.
You can have only one template reply per language.
When you finish, you can delete the template that no longer has a reply associated, if needed.
Changing the language for a reply
By default, all replies are created in the AI agent's default language. You can change the language after you create the reply.
To change a reply language
- In the reply, open the Dialogue Builder.
- Click the options menu in the upper-right corner, then select View info.
- In the settings drawer on the right, under Language, select the language.
Deleting replies and templates
You can delete a reply associated with a template or you can delete a full template.
Deleting a reply in a template
You can delete a reply associated with a template. You cannot delete a reply if it is linked to another reply. In that case, you'll need to navigate to the dialogue this template is linked to and replace it with an alternative or adjust the flow before you can delete the reply.
To delete a reply
- In the reply where you want to add to a template, open the Dialogue Builder.
- Click the options menu in the upper-right corner, then select Delete.
Deleting a template
You can delete a template if you no longer need it. You cannot delete a template if it has replies linked to it. In that case, you'll need to navigate to the reply it is linked from and replace the link or adjust the flow before you can delete the template.
To delete a template
- In one of the AI agents you manage, select Content > Templates.
- In the Templates Overview page, click the options menu beside the template you want to delete, then select Delete.
Reviewing the replies linking to a template
You can review a list of replies linking to a template to understand where a template is being used. You can do this from the template details or from the dialogue settings.
- In the Templates table, review the Linked in replies column to view the number of times this template is being used.
You can click the row to see which replies these are and you can navigate to them using the dialogue button on the right side.
To view where a template is used in dialogue settings
- In a reply, open the Dialogue Builder
- Click the options menu in the upper-right corner, then select View info.
- In the settings drawer on the right, under Linked in replies, review all the linked replies and click the dialogue button to navigate to any reply.
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