Last updated: 2021-01-22

Source: https://support.freshdesk.com/support/solutions/articles/50000002893-configuring-dialogs-in-freddy-self-service

Configuring dialogs in Freddy Self Service

A dialog is the building block of conversational bots. You can create multiple dialogs and put them together to make one flow. The bot goes through each dialog in a flow unless redirected to a dialog in a different flow. Freddy Self-service enables you to configure dialogs for the following outcomes:

  • Send a message or collect input from your customer
  • Trigger actions, or
  • Execute logical workflows based on conditions

    • Adding a new dialog

    You can add as many dialogs as required to a single flow. You can choose to include either a message or an action.

  • A message will display your input to the customer.
  • The action option will carry out an activity (or run it in the back end) for your customer. Learn more about actions here.

    • Formatting options

    When you're showing a message to your customers, you can use text, images, hyperlinks, and emojis. You can also choose to format the text that you use. You can use the default shortcuts for formatting or make use of them from the menu. We support bold, italic, underline, unordered list bullets, ordered list bullets, subscript, superscript, and strikethrough.

    APIs, Parameters, Functions

    You can access placeholders (including APIs, parameters, functions, and other dialogs) by clicking on the bottom right icon. If you don’t find a suitable placeholder, you can create a new API, parameter, or function from here.

    Getting input from your customer

    If you want to collect input from your customers, click on the +Get Response text and choose an appropriate input option. Each input option has specific field properties associated with it. You can read more about input types here.

    Delete dialog, make private, and make inactive

    When you’re changing the way your bot behaves, you might want to

  • Delete a dialog: Remove the dialog permanently from your flow
  • Make it private: The dialog will be visible internally, but your customers won’t see it, or
  • Make it inactive: Deactivate the dialog. You can choose to activate it later.

    • These options can be accessed when you hover over the dialog you wish to edit. Since these are sensitive choices, we will ask you to confirm if you want to carry on with it.

    You can also differentiate between regular dialogs, private dialogs, and inactive dialogs as private and inactive dialogs will have tags to identify them.

    Please write to freshbots-support@freshworks.com if you have any more questions; we’ll be happy to help you.