What's my plan?
Add-on AI agents - Advanced

The dialogue builder is where you manage conversation flows, or dialogues, for your advanced AI agents. Each dialogue is linked to a specific reply, and each reply is in turn linked to either a use case (for zero-training or agentic AI agents) or an intent (for expression-based AI agents).

This article contains the following topics:

  • Editing an existing dialogue
  • Viewing a dialogue's settings
  • Switching between dialogues
  • Viewing and managing block details
  • Reverting a dialogue to a previous version

Related articles:

  • Using the dialogue builder to create conversation flows for advanced AI agents
  • Using templates to draft conversation flows for advanced AI agents
  • Importing and exporting intents for advanced AI agents
  • Copying intents, expressions, and replies between advanced 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

  1. In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to select the AI agent you want to edit a dialogue for.
  2. In the main menu on the left, click Content > Use cases (for zero-training AI agents) or Content > Intents (for expression-based AI agents).
  3. Select the use case or intent that contains the dialogue you want to edit.
  4. Select the Replies tab.

  5. Select the reply you want to edit the dialogue for.

  6. Click Edit dialogue.

    The dialogue builder opens, showing the existing dialogue. For more information on working within the dialogue builder, see Using the dialogue builder to create conversation flows for advanced 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

  1. In the dialogue builder, click the options menu () in the upper-right corner.
  2. Select View info.

    The Dialogue settings pane appears, showing the following information:

    • Intent: Use case or intent the dialogue is associated with.
    • Dialogue language: Supported language the dialogue should be used with.
    • Linked in responses: Other dialogues the current dialogue is linked from.

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 Replies page 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

  1. In the dialogue builder, click the dropdown menu in the top-left corner.
  2. 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

  • In the dialogue builder, click the block you want to view details for.

    The Details pane 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 resolutions state should be set when this block is activated during a conversation.

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
  1. Access the dialogue builder for the dialogue you want to revert.

    The dialogue opens to the latest version in a read-only state.

  2. To see the version history for the dialogue, click the options menu () and select Version history.

    The Version history panel appears. Versions are grouped by day.

  3. (Optional) Use the Type drop-down to filter to the version history entries:
    • Show only published: Shows only publish events, not save events.
    • Show only my saves or publishes: Shows publish and save events from your user only.
  4. 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.

  5. (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.
  6. Click the version you want to revert back to.

    The version opens in a read-only state.

  7. In the read-only version, click the options menu () in the upper-right corner and select Restore as draft.

    The version is restored as the current draft, and the live AI agent is not affected.

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