Dialog Tasks are the core building blocks for designing conversations between your AI Agent and users. Each task is a sequence of interconnected nodes that collect information, execute logic, call external services, and send responses.
Key capabilities:
- Node-based design — Build flows visually by connecting typed nodes on a canvas.
- AI-assisted creation — Auto-generate dialogs from a description using Generative AI or prebuilt templates.
- Real-time collaboration — Multi-user editing with cursor presence, comments, and bookmarks.
- Conditional routing — Route flows using if-else conditions based on context, entities, or custom logic.
- Voice/IVR — Configure voice channel behavior per node.
Access
Go to Automation > Dialogs.
Dialog Tasks List
The Dialogs page lists all dialog tasks with name, description, last updated date, and status. Hover over a task to Edit, Clone, or Delete it.
| Action | Description |
|---|
| Create Dialog | Start a new dialog task. |
| Manage Components | View and edit all components (entities, webhooks, messages, agent transfers, etc.) used across all dialogs in the app. |
| More options | Configure settings, manage interruptions, or amend behavior for a task. |
Navigating the Dialog Builder
The Dialog Builder is where you design, build, train, and test conversations. It has four areas:
| Area | Location | Purpose |
|---|
| Tool Set | Top bar | Builder tools and settings |
| Index Panel | Left sidebar | Bookmarks, assets, and node lists |
| Nodes Panel | Bottom bar | Drag node types onto the canvas |
| Canvas | Center | Assemble and connect nodes |
Tool Set
Left side:
| Tool | Description |
|---|
| Exit (←) | Return to the Dialog Tasks list. |
| Bookmarks | Add canvas bookmarks for quick navigation. Bookmarks appear in the Index Panel’s Bookmark tab. |
| Note | Add a text note anywhere on the canvas to document logic or subtasks. |
| Comment | Tag team members with @mentions for feedback or questions. |
| Find | Universal search across nodes, variables, bookmarks, and sequences. Results are grouped by type with individual tabs per type. |
| Tool | Description |
|---|
| Task Switcher | Switch to a different dialog task within the current app without leaving the builder. |
| Tool | Description |
|---|
| Test | Chat with the agent in real time to test recognition, performance, and flow. |
| View Warnings | Real-time errors and warnings for the current dialog. |
| Display Options | Fit to screen, set zoom level, zoom to last edited position, show/hide mini map. |
| More Options | Access Dialog Settings, Manage Interruptions, Manage Amend Behavior, and View Comments. |
| App Owners | Colored avatar bubbles showing all active users in the dialog. |
Index Panel
| Tab | Contents |
|---|
| Bookmark | All bookmarks in the current dialog. Searchable. |
| Assets | All node types and all nodes created in the app — reusable across dialogs. Drag or use the + connector to add to canvas. Searchable. |
| Nodes | All sequences and their nodes in the current dialog. Searchable. |
Nodes Panel
Categorized node groups at the bottom of the canvas. Drag a node type onto the canvas to add it. Nodes added this way are also registered as reusable assets in the Assets tab.
| Group | Node Types |
|---|
| Inform | Message node — sends information to the user. |
| Ask | Confirmation, Entity nodes — collect user input. |
| Action | Script, Service, Process, Agent Transfer nodes — perform actions without user interaction. |
| GenAI | Agent Node, Prompt Node — use LLMs for complex flows and human-like experiences. |
Canvas
The canvas is where you assemble conversation flows.
Root Intent
Auto-created for every new dialog. Its display name and description match the dialog’s settings.
Root Intent connection rules:
- Only one default connection.
- Can connect to any node on the canvas.
- Cannot have if-else connection paths.
Sequences
Sequences are containers that group nodes into logical sub-tasks. A sequence is auto-created whenever you add a node to the canvas. Default name: Sequence [x].
| Operation | How |
|---|
| Add node to sequence | Drag the node onto the sequence. Drop here placeholders appear between nodes. |
| Connect sequences | Drag the connector from the source sequence’s Transition section to the destination sequence. By default, the connection goes from the last node of the source to the first node of the destination. |
| Insert sequence between two | Add a new node directly to the canvas (creates a new sequence), then set connections to and from it. |
| Rename | Right-click → Rename. Default name is Untitled. |
| Set as flow start | Right-click → Mark as Flow Starting Point — the root intent arrow points to this sequence’s first node. |
| Change color | Right-click → Sequence Color — six default schemes; add custom colors (saved at dialog level). Border color auto-populates from the selected fill color. |
| Delete | Right-click → Delete. |
Deleted sequences cannot be restored. Their nodes remain available in the Assets tab of the Index Panel.
Each sequence ends with a Transition section. Use it to continue the flow to the next sequence or split into conditional paths using if-else connections.
Nodes
Nodes are execution points in the conversation where logic runs, data is collected, or messages are sent.
| Operation | How |
|---|
| Add (drag and drop) | Drag from the Assets tab or Nodes Panel to the canvas. Drop inside a sequence or on empty canvas (creates a new sequence). |
| Add (connector) | Click + in the sequence Transition section → select an existing node or create a new one. |
| Delete | Right-click → Delete. |
Deleted nodes are removed from the canvas but remain in the Assets tab and can be re-added.
Notes, Comments, and Bookmarks
| Element | Purpose |
|---|
| Notes | Document dialog logic, subtask summaries, or design rationale at specific canvas points. |
| Bookmarks | Create navigation anchors for quick access in large or complex dialogs. |
| Comments | Collaborate with @mentions to request input or flag issues. |
- Add — Click the Comments icon in the header or right-click the canvas.
- View — Hover over a comment icon for a preview; click to open the thread.
- Respond / Resolve / Edit / Delete — Available in the thread panel. You can only edit or delete your own comments. Deleting the main comment deletes the entire thread.
- Mark as Unread / Copy link / Delete Thread — Available at thread level.
- @mention — Triggers a notification to the mentioned user.
Comments panel options: Show/hide all comments, show/hide resolved, mark all as read, text search, filter by All / Unread / My Mentions / My Comments.
Zoom behavior: At high zoom-out levels, nearby comment icons are clustered and show a count badge.
Mini Map
A miniature representation of the full dialog design for spatial orientation while working on large flows.
Add If-Else Connections
Connections define conditional routing between sequences or nodes.
- Hover over the Transitions section of a sequence.
- Click Add New to define an if-else condition.
Alternatively, configure connections through Connection Properties in the node panel.
See Node Connections for full details on condition syntax and options.
Connector arrow customization — click any arrow to access:
| Option | Description |
|---|
| Info | Shows source (ORIGIN) and destination (CURRENT) sequences. |
| Style | Change the arrow style. |
| Thickness | Adjust line thickness. |
| Color | Pick a custom color. |
| Delete | Remove the connection; resets connection properties on the source node only. Other nodes and sequences are unaffected. |
Node Properties
Click a node to open its Properties panel.
| Tab | Scope | Contents |
|---|
| Component Properties | All dialogs using this node | Name, type, and node-specific settings. |
| Instance Properties | This node in this dialog only | Settings customized for the current dialog instance. |
| Connection Properties | Bottommost node in a sequence | Transition conditions and next-node routing. |
| NLP Properties | This node | Intent and entity recognition settings. |
| Voice Call Properties | This node (IVR only) | IVR channel configuration. Requires IVR integration; available on select nodes only. |
Visual Customization
Notes and Bookmarks
Right-click a note or click the 3-dot menu on a bookmark to Edit, Delete, or Change Color. Custom colors improve visibility and team coordination.
Sequences
See Sequences for color schemes and rename options.
Connector Arrows
See Add If-Else Connections for connector style, thickness, color, and delete options.
Real-Time Collaboration
Multiple users can work in the Dialog Builder simultaneously.
| Feature | Behavior |
|---|
| Live presence | Colored avatars in the header show who is active. |
| Cursor tracking | Each user’s cursor is color-coded to match their avatar. |
| Cursor chat | Cmd+/ (Mac) or Ctrl+/ (Windows) — or right-click → Cursor Chat. |
| Edit access | The first user to open the dialog gets edit rights; others join as viewers. |
| Access claim | When the editor exits, other active users are notified and can claim edit access (first click wins). |
Access from the top-right of the Dialog Builder.
Dialog Settings
| Setting | Description |
|---|
| Intent Name | The dialog’s name — typically the main user intent (e.g., Book Ticket). |
| Intent Description | Up to 5 descriptions — each broadens semantic coverage for intent shortlisting and detection. |
| Sub intent only dialog | Task is invoked only as a subtask; not listed when users request help. |
| Hide from Help | Task is not listed in help results but can still be invoked directly. Auto-selected when Sub intent only dialog is enabled; can be deselected manually. |
| Customer Use Cases | Enable this dialog for end-user access. |
| Agent AI Use Cases | Enable for agents. Sub-settings: During Chats, During Calls, During Emails, Launch through Library (enabled = listed in widget Search tab; disabled = searchable via Ask a question bar only). |
| Analytics - Containment Type | Abandonment as Self-Service or Abandonment as Drop Off. |
| Follow-up Task | Handle detected follow-up intents via node connections (default) or present them to the user for selection. |
| Task Execution Failure | Use app-level behavior, or override: initiate a task, run a script, or show a message. |
Manage Interruptions
Configure whether and how users can switch tasks mid-conversation and define exit strategies. Configurable at app, task, and node levels. Supports conditional exceptions and contextual data passing between tasks.
See Manage Interruptions.
Manage Amend Behavior
Allow users to correct entity values and control post-amendment dialog behavior.
See Amend Entities.
Manage Node Groups
Node groups logically organize related nodes for easier management and flow clarity.
Benefits:
- Automatic back-to-back transitions between consecutive grouped nodes.
- Cleaner structure for large, multi-functional dialogs.
- Group-level input/output handling.
- Better support for follow-ups, digressions, and entity amendment.
Create a group:
- Go to More Options > Manage Groups → click + Add.
- Enter a group name.
- Save as an empty group, or search for nodes by name and click Add to include them immediately.
Edit a group:
Right-click the group name → Edit (rename, add/remove nodes) or Delete.
Deleting a group is permanent and cannot be undone.
- Click the group name → click the Nodes icon.
- Search for nodes → check the boxes → click Add.
Highlight a node on canvas:
Click the arrowhead icon next to a node in the group panel — the sequence containing that node is highlighted on the canvas.
Remove a node from a group:
Hover over the node in the group panel → click Delete. The node remains on the canvas; it is only removed from the group.
Set up a subintent from a group:
Navigate to the group → click Intents. See Grouping Nodes as Subintents.
Displays all comments added to the current dialog with filtering and text search.
Manage Components
Manage Components shows every node and component used across all dialog tasks in the app.
Access: Go to Automation > Dialogs → click Manage Components (top right).
Click a component name to open its Properties panel and view or modify its settings.
| Component Type | Details Shown |
|---|
| User intent | Name, display name, description, dialogs used in |
| Entity, Service | Name, display name, type, dialogs used in |
| Agent Node, Agent Transfer, Bot action, Confirmation, Form, Logic, Message, Process, Prompt node, Script, Webhook | Name, display name, dialogs used in |
Upgrade Tasks
When a published dialog task needs changes, create an upgrade rather than modifying the live version directly.
Upgrade Types
| Type | Behavior |
|---|
| Mandatory | Auto-upgraded for users. If user action is required (e.g., new authentication), users are notified, receive reminders, and the original task expires after 15 days. |
| Optional | Not auto-upgraded. Users choose whether to upgrade. |
Version Numbering
| Update Type | Version |
|---|
| Initial publish | 1.0 |
| Major update | 2.0 |
| Minor update | 1.1 |
Upgrade a Task
- Go to Automation > Dialogs.
- Hover over the published task → click More (···) → Upgrade.
- A duplicate is created with status Upgrade In Progress.
- Modify the task → click Finish Setup.
The upgraded task status changes to Configured with version set to Draft.
You cannot publish a second upgrade to a mandatory task that still requires manual user action during the initial 15-day deployment window.
