Sometimes you have a conversation that the user is likely to interrupt with questions. For example, a loan application conversation may have complex steps where the user needs to ask questions of your chatbot to understand how to complete the steps successfully. You don't want the user to have to restart their application every time they ask a question, so you make the loan application conversation resumable.
When a conversation is resumable, your user can ask their questions and jump to another conversation flow without losing their place in the original conversation. When they've finished their questions, they can be directed back to where they were with a dynamic Quick Reply.
To make a conversation resumable you will need to:
- Configure Resumability for that conversation.
- Add dynamic Quick Replies to all the passages that your user is likely to reach.
Let's look at those steps in detail...
Step 1: Configure Resumability for that conversation
Conversations must be made resumable in your chatbot's Experience settings before the user can navigate back with Quick Replies. You can make as many conversations resumable as you need to.
To configure a conversation's Resumability:
- Select your team and the chatbot you want to edit.
- Open the Manage section of the left navigation and click Settings.
- Click Experience.
- Scroll down to the Resumability section.
- Click Add Conversation.
- Select the Conversation you want to make resumable.
- Edit the Display Name that will appear on the dynamic Quick Replies.
Quick Replies have limited space, so this should be a short title that the user will understand in the context of their recent chatbot use. See Quick Replies in Expected user response types.
Child conversations are not affected
Resumability is not affected by multi-level conversations. Making a parent-conversation resumable does not impact any child conversations inside.
Step 2: Add dynamic Quick Replies to passages
Add dynamic Quick Replies to any passage the user might jump to outside the resumable conversation flow. This might include passages that answer common user questions, Catch-Alls, or passage sequences that help the user complete a small task, such as changing their account information.
Appearing only as needed
Dynamic Quick Replies are only displayed to the user when they have a current resumable conversation they can return to. If you haven't made any conversations resumable in your chatbot's experience settings, or the user hasn't been in a conversation that is resumable, they will not see the dynamic Quick Reply, even if you've added it to the passage. This means you can safely add dynamic Quick Replies to any passage that answers a user's question without worrying about it turning up unexpectedly for your users.
To add dynamic Quick Replies to passages:
- Make a list of all the passages you need to add dynamic Quick Replies to.
Some passages may have a different Expected User Response already configured. You may need to edit your flow to send them to a passage where you can add a dynamic Quick Reply.
- For each passage:
Why can't I edit the button text?
Dynamic Quick Replies are not conversation-specific. They will send the user back to whichever resumable conversation they were most recently in. The text for this Quick Reply button is generated to fit the conversation they're resuming, so it can't be set in the passage. You can control what text appears for a conversation's dynamic Quick Reply button in the conversation-specific resumability settings.