In the dialogue builder, a Customer message block is where you define how the user might respond to an AI agent and how the dialogue should progress based on that response.
This article contains the following topics:
- About the Customer message block
- Examples of using the Customer message block in dialogues
- Prioritizing customer message scenarios
About the Customer message block
The Customer message block is used to design interactions between a user and an AI agent. It's good practice to make this interaction as flexible and as comprehensive as possible, because humans may not all respond in the same way.
The following options are available in the Customer message block:
- Button clicked: What happens when the user clicks a button with specific text.
- Link clicked: What happens when the user clicks a specified link.
- Intent predicted: What happens when the user responds with something that matches a specific intent.
- Entity recognized: What happens when the user responds with a definable item known as an entity (such as email, order number, or destination city).
- Free text written: What happens when the user sends a response that isn't recognized as any of the other options listed above.
The following limitations apply:
- It's not possible to have two consecutive customer messages.
- For advanced AI agents integrated with Sunshine Conversations, it's not possible to have more than 10 buttons within a single customer message.
Examples of using the Customer message block in dialogues
A single Customer message block can contain multiple conditions that should be handled in the same way. This helps you reduce the clutter and make the dialogue more compact.
Below are two examples:
Yes/No scenarios
If an AI agent asks, "Have you received the confirmation email?", we have two scenarios: the user responds either "yes" or "no".
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For each scenario, we have three conditions: |
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You can add conditions in the drawer on the right by clicking on the block heading and add condition. |
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Multiple-answer scenarios
The AI agent asks "What's your payment method?" and there are three scenarios in this example: Credit/Debit Card, PayPal, Bank Transfer.
Prioritizing customer message scenarios
To maximize control in the dialogue flow, you can sort the priority of customer message scenarios. The priority of the scenarios goes from left to right, with the left side having the highest priority.
You can prioritize the scenarios in the drawer on the right. To easily navigate to it you can just press "Show all scenarios" like in the example below:
ℹ️ If your scenario has only one condition, for best AI agent recognition results, we recommend the following scenario order from left to right:
Entity > Intent > Button > Free Text
The priority of conditions in a scenario is not relevant as they are all leading customers through the same dialogue path.
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