Conversations must be made resumable in your chatbot's Experience settings before the user can navigate back with Resuming Quick Replies. You can make as many conversations resumable as you need to.
If your chatbot uses child conversations, resumability only applies to a parent conversation. Making a parent conversation resumable does not impact any child conversations inside.
If your user is likely to jump to passages in the same conversation, or you only want certain passages in the conversation to trigger resumability, consider making the passages resumable.
To make a conversation resumable:
- Click Manage in the left navigation, then click Settings.
- Click Experience.
- In the Resume Previous Conversation section, click + Conversation.
- Select the Conversation you want to make resumable.
- Click the button preview to change the text that is displayed on Resuming Quick Replies that lead back to this conversation.
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. - Set the Expiry Period to the number of minutes you want the conversation to be resumable for.
This timer starts when the user jumps out of the conversation. Once this period has elapsed, the chatbot stops displaying the Resuming Quick Replies to return the user to the conversation.
You can use whole numbers or decimals in this field.
Remember to add Resuming Quick Replies with Resume Previous Conversation to your passages so your chatbot users can jump back to this conversation.