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Understand System Bot Dialogs
Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.
Required Editions
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System dialogs are essential functions that help a conversation move smoothly. The following system dialogs are automatically loaded with each new bot. Existing bots can assign dialogs to these functions by setting a dialog.
System dialogs can vary based on how you create your bot. The system dialogs in bots cloned from another bot or created from a template include any customizations made to the system dialogs in the original bot or template.
| System Bot Dialog | Description |
|---|---|
| Confused | The Confused dialog helps you address requests that are out of scope for your bot. The bot uses the messages displayed in this dialog, combined with intent training, to respond whenever it’s unable to resolve a customer’s input. The Confused Dialog doesn’t recognize actions listed within the Next Step section, because the Confused Dialog is always called from within another dialog. |
| End Chat | The End Chat dialog is used to end a conversation. In a standard bot, the End Chat dialog thanks the customer for taking the time to chat and prompts them to manually end the conversation with the End Chat button. In an enhanced bot, the End Chat dialog thanks the customer for taking the time to chat and automatically closes the conversation. If the customer enters text after the bot has closed the conversation, the bot opens a new conversation. The bot doesn’t recognize any Next Step specified in the End Chat dialog, because the bot closes the conversation before reaching the Next Step. |
| Error Handler | The Error Handler dialog delivers a message if an error occurs inside the conversation. |
| Main Menu | The second dialog sent to your end user after the Welcome Dialog. When a user asks to go back to the Main Menu, they receive this dialog. |
| No Agent | The system dialog sends a message to the end user if no service reps are available. This feature supports Chat and Messaging (SMS) channels only. In Chat, the bot checks to see if service reps are available in the default queue attached to the channel before transferring the conversation. If all service reps assigned to the queue are unavailable, a custom message is sent to the customer. You can edit channels on the Bot Overview Page. Bots using Messaging channels check the business hours attached to the channel. The bot sends a message to the end user if an incoming message arrives outside business hours. |
| Transfer to Agent | In a standard bot, this action dialog automatically transfers the conversation from a bot to a service rep in the queue specified in the channel or deployment. In an enhanced bot, this action dialog automatically transfers the conversation to the default outbound Omni-Channel flow specified on the Bot Overview page. The conversation is then routed to a service rep, queue, or skill, based on the business rules in the flow. |
| Welcome | The first dialog that your bot sends to your customer interacting with a bot. This dialog is represented with the Home icon and allows for a customized message. |
- Setting System Bot Dialogs
System Bot Dialogs help guide the bot through the conversation flow, and you can assign custom dialogs as system dialogs to customize the experience.
