Customer Assist

Dialogs are the main building blocks for your conversational assistants built through Customer Assist. Each dialog is a distinct unit of conversational exchange between the assistant and the customer. You can use the dialog editor to define the interactions and end interactions for each dialog.

You can also create intents to help navigate your customers through the conversation path. With intents, you can train Kustomer to detect specific keywords entered in the conversation and redirect customers to a specific dialog based on what they enter.

To learn the main concepts of an assistant, see Introduction to Customer Assist. For a step-by-step conversational assistant tutorial, see Tutorial: Build a conversational assistant.

In this article

• Understand the editor
• Add a new dialog
• Use intents with a conversational assistant

Understand the editor

The dialog editor is the main area of the conversational assistant editor. A new conversational assistant will always have two default dialogs: the Welcome dialog and the Complete Assistant dialog, as seen in the sidebar. You can edit both of these default dialogs in the main area of the editor. The Welcome dialog is always the first dialog in your conversational flow.

In the dialog editor, you can:

• Edit the dialog name (if applicable)
• View and go to the previous dialog in the conversational flow (if applicable)
• Add and edit multiple interactions without redirects
• Add and edit the end interaction that links and redirects the dialog in the flow

The sidebar displays previews of the dialogs available for your assistant. Select a dialog in the sidebar to edit the dialog. You can also view the link status of the end interaction in each dialog:

• Green anchors indicate that the dialog is linked in the conversational flow. Hover over the green anchor to view the dialog linked as the redirect.
• Red anchors with a strikethrough indicate that the dialog is not linked in the conversational flow. Select an end interaction for these dialogs.
  

Add a new dialog

The first step in creating a conversation path for your assistant is to create a new dialog:

1. From the Dialogs sidebar, select Add Dialog.
2. Enter a descriptive name for the dialog to easily identify the dialog in the Dialogs sidebar and other parts of the dialog editor.
3. Select Add Interaction to add interactions without redirects. Optionally, determine if the dialog starts once customer intent is detected. For more information, see Create an intent.
4. Select Add End Interaction to add an interaction with a redirect that links the dialog to another dialog in the flow or to an action that ends the assistant (for example, transfers the customer to an agent). For more information on each specific type of available interaction, see Conversational assistant interactions.

Use intents with a conversational assistant

With intents, a conversational assistant can understand when customers enter specific words or groups of words in the conversation and redirect them to a specific dialog so that they can get the correct answer to their original query. You can create up to 30 intents. For more information, see Detect intent with a conversational assistant.