A conversation is a collection of passages that your chatbot will send to users. Usually, all the passages within a conversation are closely related. For example, each of these would likely be its own conversation:
- A flow to help a user book an appointment.
- A flow to remind a user of their upcoming appointment.
- A flow to follow-up with a user after their appointment.
- Responses to frequently asked questions.
Create and manage your conversations using the Conversations screen.
Remember to select your team and chatbot before opening your conversations.
Conversation cards vs multi-level conversations
By default, your chatbot conversations are displayed as individual cards. If you convert your chatbot to use multi-level conversations, your conversations are displayed in a tree-like navigation, allowing you to create child conversations.
With child conversations, you can create a conversation inside another conversation to create levels of context for question matching. Conversations can contain up to three levels of children. Creating child conversations only impacts question-matching contexts, and conversation-specific settings like Intellimem and Catch-Alls; it has no other impact on your chatbot content.
Chatbots that are converted to multi-level conversations can't be reverted back to the simple conversation cards.
Create a new conversation
To add a new conversation to your chatbot:
- Select the Team and Chatbot you want to add the conversation to.
- Click the + Conversation button.
- Type a name to identify the conversation in your chatbot.
- Click OK.
The new conversation is added.
Create a child conversation
When multi-level conversations are enabled for a chatbot, child conversations are nested inside another conversation in order to create levels of context for matching questions. You create them using the menu of the parent conversation.
Once you've created a child conversation, you can see it in your conversation list by expanding the parent.
Rename a conversation
To edit a conversation's name, click the menu icon next to the conversation and click Rename.
Delete a conversation
Delete a conversation to remove it and all the passages it contains from your chatbot.
Before you delete...
Deleting a conversation can't be undone. If you want a backup of this conversation, create a version of the chatbot before you delete the conversation. See Versions.
To delete a conversation, click the menu icon next to the conversation and click Delete.