This article covers Dialogue Builder for Ticket Automation, specifically:
- Create a new reply in dialogue mode
- Apply actions without sending a reply
- Use API integration and Conditional Blocks for personalized replies
The Dialogue Builder is very similar to that of the chat-based builder in terms of experience, however, it does not include all the blocks you may be familiar with as there is no need for things such as escalation, operating hours, customer messages, or carousels. The blocks included in Ticket Automation are:
- Ticket Reply (AKA AI agent message)
- API Integration
- Conditional Blocks
Create a new reply in dialogue mode
Initially, there was just a text input for Ticket Automation, however, with dialogue mode this allows you to provide a more personalized customer experience by creating customized replies using API integration and Conditional Blocks.
To create a new reply, follow the steps below:
- In Content > Intent, click an intent and select Add Reply.
- In the drawer on the right, enable Dialogue mode.
- Hit Save.
Apply actions without sending a reply
Simply add actions in a reply and leave the text reply block empty. This way your email AI agent will apply actions without sending anything to your customer.
Use API integration and Conditional Blocks
API integration and Conditional Blocks allow you to provide a better customer experience and increase automation potential by creating customized replies using Conditional Blocks and API integration.
Learn more about Dialogue Builder here.