Manage Dialogs Tasks

Dialog Tasks are the core building blocks for designing conversations between your AI Agent and users. Each task is a sequence of interconnected nodes that collect information, execute logic, call external services, and send responses.

Key capabilities:

• Node-based design — Build flows visually by connecting typed nodes on a canvas.
• AI-assisted creation — Auto-generate dialogs from a description using Generative AI or prebuilt templates.
• Real-time collaboration — Multi-user editing with cursor presence, comments, and bookmarks.
• Conditional routing — Route flows using if-else conditions based on context, entities, or custom logic.
• Voice/IVR — Configure voice channel behavior per node.

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Access

Go to Automation > Dialogs.

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Dialog Tasks List

The Dialogs page lists all dialog tasks with name, description, last updated date, and status. Hover over a task to Edit, Clone, or Delete it.

Action	Description
Create Dialog	Start a new dialog task.
Manage Components	View and edit all components (entities, webhooks, messages, agent transfers, etc.) used across all dialogs in the app.
More options	Configure settings, manage interruptions, or amend behavior for a task.

Legacy dialog tasks display an upgrade icon (upward arrow in a gear symbol). Click it to migrate to the conversation-driven builder.

Cloned tasks copy components, instances, NL, IVR, connection properties, dialog settings, interruption settings, amend behavior, and all enabled language details — but not NLP training data (utterances, patterns, synonyms).

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Hidden Dialogs

Hidden dialogs are system-level dialog tasks that run in the background to handle events, automate tasks, and manage internal app behavior. End users can’t trigger them through natural language. You can mark a dialog as hidden during creation or update; by default, all dialog tasks are visible.

When are the Hidden Dialogs used?

Hidden dialogs are used for internal app tasks that shouldn’t appear to users or agents as standalone options.

Built-in System Tasks

Every app includes the following hidden tasks, created automatically:

Dialog Task	Purpose
Welcome Task	Greets the user on first interaction.
Fallback Task	Handles unrecognized or unclear user input.
Intent Not Identified	Default fallback created automatically during app setup.
Default Agent Transfer	Manages handoff from app to a live agent.
Conversation Events	Responds to session start, end, or user inactivity events.
Answer Generation	Handles answer generation events in DialogGPT.
Multi-Intent	Manages scenarios where the user expresses multiple intents at once.
Feedback / CSAT	Collects satisfaction ratings at the end of a conversation.

Other Cases

• Automation-Generated Dialogs: Dialogs created by process or call flows (for example, to deliver task payloads) are automatically hidden to prevent internal automation details from appearing in the app’s task list.
• Form-Linked Dialogs: Dialogs created as part of a Conversation Experience form are hidden because they act as supporting components rather than independent conversation flows.
• Deflection Dialogs: The dialog used for conversation deflection across channels is created as a hidden dialog.

Behavior of Hidden Dialogs

• Dialog Builder: Fully accessible. Developers can view, edit, and configure hidden dialogs like any other task.
• Help command: Hidden dialogs are excluded. Only visible tasks appear in the help menu.
• Agent Assist / Smart Assist libraries: Hidden dialogs are excluded. Agents only see user-relevant tasks.
• NLP training: Included. Hidden status is passed as metadata for correct intent detection.
• Generative AI / DialogGPT / Conversation Testing: Excluded from the intent pool used when building AI-generated test scenarios.
• App import and export: Hidden status is preserved. Unsupported language data in entity nodes is cleaned up on import.
• Marketplace and publishing: Hidden dialogs are included in the published package with their hidden status intact.

Hidden Dialogs vs. Other Dialog Task

Type	Description	Relationship to Hidden Dialogs
Follow-up / Sub-intent	Triggered within another dialog, not as standalone entry points.	Welcome and Fallback tasks are both hidden and follow-up; both are excluded from agent libraries.
Abandonment handler	Handles conversation abandonment scenarios.	Independent. A dialog can be an abandonment handler with or without being hidden.
Deflection	Redirects users to another channel.	The system deflection dialog is both a deflection task and hidden.
CSAT	Collects customer satisfaction surveys.	Independent. CSAT tasks are queried and managed separately.
Visibility scope	Controls who can discover and use a dialog (public/private/enterprise).	Completely separate. A hidden dialog can have any visibility scope.

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Navigating the Dialog Builder

The Dialog Builder is where you design, build, train, and test conversations. It has four areas:

Area	Location	Purpose
Tool Set	Top bar	Builder tools and settings
Index Panel	Left sidebar	Bookmarks, assets, and node lists
Nodes Panel	Bottom bar	Drag node types onto the canvas
Canvas	Center	Assemble and connect nodes

Tool Set

Left side:

Tool	Description
Exit (←)	Return to the Dialog Tasks list.
Bookmarks	Add canvas bookmarks for quick navigation. Bookmarks appear in the Index Panel’s Bookmark tab.
Note	Add a text note anywhere on the canvas to document logic or subtasks.
Comment	Tag team members with @mentions for feedback or questions.
Find	Universal search across nodes, variables, bookmarks, and sequences. Results are grouped by type with individual tabs per type.

Center:

Tool	Description
Task Switcher	Switch to a different dialog task within the current app without leaving the builder.

Right side:

Tool	Description
Test	Chat with the agent in real time to test recognition, performance, and flow.
View Warnings	Real-time errors and warnings for the current dialog.
Display Options	Fit to screen, set zoom level, zoom to last edited position, show/hide mini map.
More Options	Access Dialog Settings, Manage Interruptions, Manage Amend Behavior, and View Comments.
App Owners	Colored avatar bubbles showing all active users in the dialog.

Index Panel

Tab	Contents
Bookmark	All bookmarks in the current dialog. Searchable.
Assets	All node types and all nodes created in the app — reusable across dialogs. Drag or use the + connector to add to canvas. Searchable.
Nodes	All sequences and their nodes in the current dialog. Searchable.

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Nodes Panel

Categorized node groups at the bottom of the canvas. Drag a node type onto the canvas to add it. Nodes added this way are also registered as reusable assets in the Assets tab.

Group	Node Types
Inform	Message node — sends information to the user.
Ask	Confirmation, Entity nodes — collect user input.
Action	Script, Service, Process, Agent Transfer nodes — perform actions without user interaction.
GenAI	Agent Node, Prompt Node — use LLMs for complex flows and human-like experiences.

Canvas

The canvas is where you assemble conversation flows.

Root Intent

Auto-created for every new dialog. Its display name and description match the dialog’s settings.

Root Intent connection rules:

• Only one default connection.
• Can connect to any node on the canvas.
• Can’t have if-else connection paths.

Sequences

Sequences are containers that group nodes into logical sub-tasks. A sequence is auto-created whenever you add a node to the canvas. Default name: Sequence [x].

Operation	How
Add node to sequence	Drag the node onto the sequence. Drop here placeholders appear between nodes.
Connect sequences	Drag the connector from the source sequence’s Transition section to the destination sequence. By default, the connection goes from the last node of the source to the first node of the destination.
Insert sequence between two	Add a new node directly to the canvas (creates a new sequence), then set connections to and from it.
Rename	Right-click → Rename. Default name is Untitled.
Set as flow start	Right-click → Mark as Flow Starting Point — the root intent arrow points to this sequence’s first node.
Change color	Right-click → Sequence Color — six default schemes; add custom colors (saved at dialog level). Border color auto-populates from the selected fill color.
Delete	Right-click → Delete.

Deleted sequences can’t be restored. Their nodes remain available in the Assets tab of the Index Panel.

Each sequence ends with a Transition section. Use it to continue the flow to the next sequence or split into conditional paths using if-else connections.

Nodes

Nodes are execution points in the conversation where logic runs, data is collected, or messages are sent.

Operation	How
Add (drag and drop)	Drag from the Assets tab or Nodes Panel to the canvas. Drop inside a sequence or on empty canvas (creates a new sequence).
Add (connector)	Click + in the sequence Transition section → select an existing node or create a new one.
Delete	Right-click → Delete.

Deleted nodes are removed from the canvas but remain in the Assets tab and can be re-added.

Notes, Comments, and Bookmarks

Element	Purpose
Notes	Document dialog logic, subtask summaries, or design rationale at specific canvas points.
Bookmarks	Create navigation anchors for quick access in large or complex dialogs.
Comments	Collaborate with @mentions to request input or flag issues.

Comment operations:

• Add — Click the Comments icon in the header or right-click the canvas.
• View — Hover over a comment icon for a preview; click to open the thread.
• Respond / Resolve / Edit / Delete — Available in the thread panel. You can only edit or delete your own comments. Deleting the main comment deletes the entire thread.
• Mark as Unread / Copy link / Delete Thread — Available at thread level.
• @mention — Triggers a notification to the mentioned user.

Comments panel options: Show/hide all comments, show/hide resolved, mark all as read, text search, filter by All / Unread / My Mentions / My Comments.

Zoom behavior: At high zoom-out levels, nearby comment icons are clustered and show a count badge.

Mini Map

A miniature representation of the full dialog design for spatial orientation while working on large flows.

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Add If-Else Connections

Connections define conditional routing between sequences or nodes.

1. Hover over the Transitions section of a sequence.
2. Click Add New to define an if-else condition.

Alternatively, configure connections through Connection Properties in the node panel.

See Node Connections for full details on condition syntax and options.

Connector arrow customization — click any arrow to access:

Option	Description
Info	Shows source (ORIGIN) and destination (CURRENT) sequences.
Style	Change the arrow style.
Thickness	Adjust line thickness.
Color	Pick a custom color.
Delete	Remove the connection; resets connection properties on the source node only. Other nodes and sequences are unaffected.

Node Properties

Click a node to open its Properties panel.

Tab	Scope	Contents
Component Properties	All dialogs using this node	Name, type, and node-specific settings.
Instance Properties	This node in this dialog only	Settings customized for the current dialog instance.
Connection Properties	Bottommost node in a sequence	Transition conditions and next-node routing.
NLP Properties	This node	Intent and entity recognition settings.
Voice Call Properties	This node (IVR only)	IVR channel configuration. Requires IVR integration; available on select nodes only.

Visual Customization

Notes and Bookmarks

Right-click a note or click the 3-dot menu on a bookmark to Edit, Delete, or Change Color. Custom colors improve visibility and team coordination.

Sequences

See Sequences for color schemes and rename options.

Connector Arrows

See Add If-Else Connections for connector style, thickness, color, and delete options.

Real-Time Collaboration

Multiple users can work in the Dialog Builder simultaneously.

Feature	Behavior
Live presence	Colored avatars in the header show who is active.
Cursor tracking	Each user’s cursor is color-coded to match their avatar.
Cursor chat	Cmd+/ (Mac) or Ctrl+/ (Windows) — or right-click → Cursor Chat.
Edit access	The first user to open the dialog gets edit rights; others join as viewers.
Access claim	When the editor exits, other active users are notified and can claim edit access (first click wins).

More Options Menu

Access from the top-right of the Dialog Builder.

Dialog Settings

Setting	Description
Intent Name	The dialog’s name — typically the main user intent (for example, Book Ticket).
Intent Description	Up to 5 descriptions — each broadens semantic coverage for intent shortlisting and detection.
Sub intent only dialog	Task is invoked only as a subtask; not listed when users request help.
Hide from Help	Task isn’t listed in help results but can still be invoked directly. Auto-selected when Sub intent only dialog is enabled; can be deselected manually.
Customer Use Cases	Enable this dialog for end-user access.
Agent AI Use Cases	Enable for agents. Sub-settings: During Chats, During Calls, During Emails, Launch through Library (enabled = listed in widget Search tab; disabled = searchable via Ask a question bar only).
Analytics - Containment Type	Abandonment as Self-Service or Abandonment as Drop Off.
Follow-up Task	Handle detected follow-up intents via node connections (default) or present them to the user for selection.
Task Execution Failure	Use app-level behavior, or override: initiate a task, run a script, or show a message.

Manage Interruptions

Configure whether and how users can switch tasks mid-conversation and define exit strategies. Configurable at app, task, and node levels. Supports conditional exceptions and contextual data passing between tasks.

See Manage Interruptions.

Manage Amend Behavior

Allow users to correct entity values and control post-amendment dialog behavior.

See Amend Entities.

Manage Node Groups

Node groups logically organize related nodes for easier management and flow clarity.

Benefits:

• Automatic back-to-back transitions between consecutive grouped nodes.
• Cleaner structure for large, multi-functional dialogs.
• Group-level input/output handling.
• Better support for follow-ups, digressions, and entity amendment.

Create a group:

1. Go to More Options > Manage Groups → click + Add.
2. Enter a group name.
3. Save as an empty group, or search for nodes by name and click Add to include them immediately.

Edit a group:

Right-click the group name → Edit (rename, add/remove nodes) or Delete.

Deleting a group is permanent and can’t be undone.

Add a node to an existing group:

1. Click the group name → click the Nodes icon.
2. Search for nodes → check the boxes → click Add.

Highlight a node on canvas:

Click the arrowhead icon next to a node in the group panel — the sequence containing that node is highlighted on the canvas.

Remove a node from a group:

Hover over the node in the group panel → click Delete. The node remains on the canvas; it’s only removed from the group.

Set up a subintent from a group:

Navigate to the group → click Intents. See Grouping Nodes as Subintents.

View All Comments

Displays all comments added to the current dialog with filtering and text search.

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Manage Components

Manage Components shows every node and component used across all dialog tasks in the app.

Access: Go to Automation > Dialogs → click Manage Components (top right).

Click a component name to open its Properties panel and view or modify its settings.

Component Type	Details Shown
User intent	Name, display name, description, dialogs used in
Entity, Service	Name, display name, type, dialogs used in
Agent Node, Agent Transfer, Bot action, Confirmation, Form, Logic, Message, Process, Prompt node, Script, Webhook	Name, display name, dialogs used in

Upgrade Tasks

When a published dialog task needs changes, create an upgrade rather than modifying the live version directly.

Upgrade Types

Type	Behavior
Mandatory	Auto-upgraded for users. If user action is required (for example, new authentication), users are notified, receive reminders, and the original task expires after 15 days.
Optional	Not auto-upgraded. Users choose whether to upgrade.

Version Numbering

Update Type	Version
Initial publish	1.0
Major update	2.0
Minor update	1.1

When defining the upgrade, write messages describing what changed and what the upgrade affects — these are shown to users during the upgrade experience.

Upgrade a Task

1. Go to Automation > Dialogs.
2. Hover over the published task → click More (···) → Upgrade.
3. A duplicate is created with status Upgrade In Progress.
4. Modify the task → click Finish Setup.

The upgraded task status changes to Configured with version set to Draft.

You can’t publish a second upgrade to a mandatory task that still requires manual user action during the initial 15-day deployment window.

If the upgraded task is mapped in a flow: Review, update, and confirm all existing flow mapping values. Unverified flows won’t display the upgraded task to users.

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