A passage is a "turn" in the chatbot conversation: the chatbot says or does something, then the user responds. Use the Passage Edit screen to create the content your chatbot will send, determine how the user should respond, and control what the chatbot should do next.
Each passage consists of:
- A Name: a short title that describes the passage. This is not shown to your chatbot users.
- The Bot Message: content the chatbot sends to the user, including scripts that might be run.
- The Expected User Response: how the user is expected to respond.
This section can also run a script after the user has responded, or hand control of the chatbot over to a human.
- Inbound Questions: typed responses from the user that should be answered by this passage.
- Outbound Questions: typed responses from the user that should be answered differently in the context of this passage.
You can configure a passage to perform actions, like adding or removing tags, setting user data, or scheduling notifications. Passage-level actions are triggered after conversation-level actions, but before the chatbot sends the first message of that passage to the user.
Passages also have a review state.
Controlling the flow
You can control where a the conversation flow goes to next by:
- Configuring a next passage in a button.
- Creating a Dynamic Quick Reply for resumable conversations.
- Configuring the passage to Retain the previous conversation context.
You can see whether the passage is in draft, under review, ready for publishing or published by the icon next to the passage name, as well as who last edited the passage, and when.
You can also: