Event Actions
When an event triggers, the AI Agent can take one of the following actions:| Action | Description |
|---|---|
| Initiate a Task | Launches a selected Dialog task (Standard or Hidden). If the dialog is not published, the AI Agent shows an error. Developers can preview errors using Debug mode. |
| Run a Script | Runs a JavaScript using session, context objects, variables, and functions. Supports Debug mode. |
| Show a Message | Displays a simple or advanced message with full formatting support and channel override options. |
Multilingual Behavior for Messages
- Language-specific messages can be defined per event.
- Deleting a message for one language removes it from all languages.
- Adding a message for one language adds it to all other languages with the same content.
- Modifying a message in one language applies only to that language.
Event Types
Events are classified into three categories:
| Event | Category | Trigger |
|---|---|---|
| Intent not Identified | Intent | AI Agent cannot identify the user’s intent. |
| Ambiguous Intents Identified | Intent | Two or more intents are identified with similar confidence scores, or only low-confidence Knowledge Graph intents are found. |
| End of Task | Conversation | A dialog task or FAQ completes. |
| Task Execution Failure | Conversation | An error occurs during task execution (service call failure, unreachable server, agent transfer error, webhook failure, etc.). |
| RCS Opt-in | Conversation | User opts in to the RCS Messaging channel. |
| RCS Opt-out | Conversation | User opts out of the RCS Messaging channel. |
| Repeat Bot Response | Conversation | User requests the AI Agent to repeat the last response (primarily for voice/IVR channels). |
| Sentiment Events | Sentiment | User emotion matches configured tone criteria. Click + New Event to define custom sentiment events. |