Chat Management Conversation

The Chat Management Conversation of the Start from Scratch Scenario

The Chat Management conversation is a Starting conversation. It contains scenes, turn and intents that handle chat management functionality. The green dots on top of the Scenes indicate that all of these Scenes also have the Starting behavior. Finally, the turns within the scenes are also Starting turns.

Behaviors: The Starting behavior is a special condition that indicates to the OpenDialog Engine that the Conversation, Scene or Turn should be considered the first time we enter a particular context such as the when we evaluate the Scenario to identify a starting Conversation or when we evaluate a Conversation to identify a starting Scene or when we evaluate a Scene to identify a starting Turn! Once we are in a specific context (e.g. a specific Scene) we will consider only Open turns and not Starting turns. This makes it possible to build flexible contexts that can handle a variety of user requests.

The struction of the Chat Management Conversation is as follows (Scene > Turn > Intent)

• Chat Start > Welcome > intent.core.welcome: The intent that is triggered when Webchat loads. This intent is automatically sent by the WebChat widget. In your scenario you need to make sure that there is a starting intent that is

• Chat Restart > Restart > intent.core.restart : The intent that is triggered when user chooses to restart the conversation via the webchat menu.

• Session Expiration > Session Expire > intent.core.sessionExpired: The intent that is triggered when the session time on a conversation has expired.

• End Chat - intent.core.EndChat: The intent that is triggered when a user chooses to end the chat from the webchat menu.

The structure of these intents intent.core.intentName is reserved to OpenDialog. The conversation engine treats these intents differently as they escalate through the conversation. It means that you can catch these intents at a local level (a specific turn or scene) before they escalate to the global version (that for the Start from Scratch Scenario is available in Chat Management.

If you are wondering why we created separate scenes and turns for each one of these intents - it is to allow for potential changes in the future. For example, you may want to have different Chat Restart behavior based on the type of user, etc. You can, for example, duplicate turns within the Chat Restart conversation to define other types of behaviors using conditions.