Dialogue Cloud

Dialogue Manager Pre-queue stage connection with Dialogue Studio

Note Additional Anywhere365 WebAgent license required.

Note Enterprise license and higher

Introduction

The DialogueManager can now communicate with Dialogue Studio to facilitate Pre-queue state communication with third party applications.

 

Prerequisites

  • Bundle DC2021.04 or higher.

  • Dialogue Studio enabled.

 

How to enable

The feature makes use of new Plugin Settings. These settings are necessary to communicate with Dialogue Studio.

In the Plugin Settings in SharePoint enter the following settings:

Plugin Settings

Name

Scope

Value

Description

Uri

DialogueStudio

Uri to DialogueStudio

Uri to DialogueStudio

Enabled

DialogueStudio

TRUE

Indicate if DialogueStudio should be used or not

ApiKey

DialogueStudio

Encrypted ApiKey

Used for authentication to Dialogue Studio

 

How to use

After configuring the Plugin Settings, you can get started in Dialogue Studio. For an overview of the available nodes, Learn More

 

Before starting with your flow

Because the Dialogue Manager uses stateless protocol in Dialogue Studio, all actions must be done in a single transaction. The flow always needs a starting point (incoming message) and an ending point (wait for message, enqueue, disconnect), in between you can perform your actions (say). So for example, when building a chat bot you need to make use of the "flowid" to continue your flow.

 

Initiate a flow

The first node you will need it the "incoming message" node. In this node you need to copy the same key as the "ApiKey" in the plugin settings.

From here you can build your flow.

 

Unique flow per Channel

If you are using multiple channels, you might want to configure a unique flow per channel. This can be done by using a "switch" node:

The "payload.channelId" contains the id of the channel, below the translation to channel name:

Id

Name

0

Email

1

Sms

3

WhatsApp

4

WebChat

 

Post one or more messages to the customer

You can post one or more message to the customer by adding a "say" node. In here you can type the message or have it generated based on an expression. For example by retrieving additional information from a 3rd party integration.

 

Wait on a message and continuing the flow

In some flows you might be need additional customer input to continue the conversation. This can be done by using the  "Wait for message" node:

In here you can configure a "flowId", this "flowId" will be added to the payload in the "incoming message" node after the customer has replied.

If you want to continue the flow, this can be done by using a "switch" node:

The "payload.flowId" can be used to continue the flow at a specific place in the flow.