Resuming Quick Replies

Add Resuming Quick Replies to any passage the chatbot user might jump to outside a resumable conversation or passage flow to allow them to return to their previous conversation.

For example, if a passage answers a frequently asked question about application fees, the chatbot user might jump to it in the middle of their application conversation. Adding a Resuming Quick Reply to the fees passage allows the chatbot  user to jump straight back to their application conversation as if they never left.

Jump to Add a Resuming Quick Reply to a passage

Where to add Resuming Quick Replies

You should add Resuming Quick Replies to any passage the chatbot user is likely to jump to from within a Resumable conversation or passage. This might include passages that answer common user questions, fallbacks, or passage sequences that conclude small activity, such as changing a chatbot user's account information. 

Some passages may have a different expected user response already configured. You may need to edit your conversation to add a passage where you can add a Resuming Quick Reply.

Resuming Quick Replies are only displayed to the chatbot user when they have a current resumable conversation or passage they can return to. A Resuming Quick Reply won't display if:

• You haven't made any conversations or passages resumable in your chatbot's experience settings.
• The chatbot user hasn't been in a conversation or passage that is resumable.
• The chatbot user has been in a conversation or passage that is resumable, but the expiry period has elapsed for that resumable conversation or passage.

This means you can safely add Resuming Quick Replies to any passage that answers a chatbot user's question without worrying about it turning up unexpectedly for your chatbot users.

Add a Resuming Quick Reply to a passage:

To add Resuming Quick Replies to passages:

1. Click Create in the left navigation, then click Conversations.
2. Click the conversation with the passage you want to edit.
3. Click the passage you want to add Resuming Quick Replies to.
4. Add an Expected User Response of Quick Reply.
5. Click + Quick Reply and click either:
   • Resume Previous Conversation to direct the chatbot user back to where they were in a different conversation
   • Resume Previous Passage to direct the chatbot user back to where they were in this conversation.
6. Click Save.

If you want to check which conversations or passages a chatbot  user might be sent back to, or edit the text that will appear for the conversation or passage, click the Resuming Quick Reply and click Configure.