GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
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Navigating the Kore.ai XO Platform
Building a Virtual Assistant
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Release Notes
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CONCEPTS
Design
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Overview
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Conversation Designer
Overview
Dialog Tasks
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Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
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Importing Knowledge Graph
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Overview
Digital Forms
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Introduction
Widgets
Panels
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Context Object
Intent Discovery
Train
NLP Optimization
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Model Validation
FM Engine
KG Engine
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LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
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Ignore Words & Field Memory
Test & Debug
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Talk to Bot
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Conversation Testing Overview
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Asana
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Azure OpenAI
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Bitly
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Confluence
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Configure
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Configure
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Freshservice
Configure
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Google Maps
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Here
Configure
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HubSpot
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Microsoft Graph
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Open AI
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Salesforce
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Shopify
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Twilio
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Agent Transfer Overview
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Intercom
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NiceInContact(User Hub)
Salesforce
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Configure Tokyo and Lower versions
Configure Utah and Higher versions
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Introduction
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Universal Bots
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Universal Bot Definition
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Store
Manage Assistant
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Get Started
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Data
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Data Table
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HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
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Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
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Configure Digital Forms
Configure Digital Views
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Update Data in Data Tables
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Train the Assistant
Composite Entities
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Use Patterns for Intents & Entities
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Configure an Agent Transfer
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Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
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Use Custom Meta Tags in Filters
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Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
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koreUtil Libraries
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Installing the BotKit SDK
Using the BotKit SDK
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SDK Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
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ADMINISTRATION
Introduction to Admin Console
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  1. Home
  2. Docs
  3. Virtual Assistants
  4. Builder
  5. Dialog Task
  6. Managing Dialogs

Managing Dialogs

Your bot can have many dialog tasks with related components. You can use the Dialog Editor to create, review, and edit a single dialog task for a bot. However, to better visualize and understand relationships and settings for all dialog tasks in a bot, you must use the Manage Components feature.

Manage Task Components

To manage your dialog tasks, follow the below steps:

  1. Open the bot for which you want to manage the dialog task components.
  2. Select the Build tab from the top menu
  3. On the left menu, click Conversational Skills -> Dialog Tasks.
  4. Click Manage Components on the top-right.

Dialog Components

The Dialog Components window shows all the components used in any dialog task of the bot. To view or modify the settings of a component, click its name. The Properties panel of the node opens.

The following table lists the details included in the window for each component type

Component Type Details
User Intent
  • Name
  • Description
  • Dialog Tasks used in
Entity
  • Name
  • Entity Type
  • Dialog Tasks used in
Service
  • Name
  • Service Type
  • Dialog Tasks used in
Script
  • Name
  • Dialog Tasks used in
Message
  • Name
  • Dialog Tasks used in
Confirmation
  • Name
  • Dialog Tasks used in
Webhook
  • Name
Agent Transfer
  • Name
Form
  • Name
  • Dialog Tasks used in
Logic
  • Name
  • Dialog Tasks used in
Bot Action
  • Name
  • Dialog Tasks used in
Process
  • Name

Upgrade Tasks

After you publish a task, the Bots Admin approves and deploys the task to make changes in the published bot. You must upgrade the bot; then publish the upgrade for Bots Admin approval and deploy it to users.

The bot Name can only be changed if the bot is not published. To change the name of a published bot, the Bots Admin must suspend the bot by removing all assigned users and marking the bot task inactive.

Upgrade Tasks

If you need changes to the published task, you must upgrade the task to a new version.

Upgrade Types

There are two types of upgrades for a task:

  • Mandatory – A mandatory upgrade generally does not require end-user action, and users are only informed that the task was upgraded with an auto-upgrade. If a mandatory upgrade does require end-user action, for example, new authentication requirements, the end-user is notified to take the action for a manual upgrade, sent reminder notifications, and finally, expiration of the original task after 15 days.
  • Optional – An optional upgrade is not required and is not auto-upgraded for users. End-user action is required to complete the manual upgrade and the user can choose whether or not to upgrade.

Task Upgrade Definitions

A Version Type is either a major or minor update. Depending on the changes of the bot task, you can specify the version type as a minor or major update for the revision number. All published tasks begin with the Version set to 1.0. A major update is set with the Version to 2.0, while a minor update is set with the Version to 1.1.

As part of the end-user upgrade experience, you must define the messages shown to the user to describe the upgrade and other messages that describe what the upgrade will change.

Verify Flows

If the upgraded task is mapped in a flow, you must review, update, and confirm existing mapping values defined in the flow. If the flows are not verified, mapped action tasks will not be displayed in the upgraded task for the end-user.

Note: You cannot publish another upgrade to a mandatory published task that requires manual end-user input during the initial 15-day deployment.

Upgrade a Task

Using the Upgrade command, a duplicate of the original task is created where you can make your modifications without affecting the published version. Then, when ready to deploy, you can decide if the upgraded task is mandatory or optional for users that are already using the originally published task.

To upgrade a task, follow the below steps:

  1. Open the bot to edit the task
  2. Select the Build top menu
  3. On the left pane, click Conversation Skills -> Dialog Tasks.
  4. Click the More icon of the published task you want to upgrade, and then click Upgrade.
  5. A duplicate of the published task is created with the Status set to Upgrade In Progress and the General tab is displayed.
  6. Modify the task and click Finish Setup.

After the modifications to the upgraded task, the task status is set to Configured and the version is set to Draft.

Next Steps
You might want to look into how to work with the Prompt Editor, refer here for more.

Managing Dialogs

Your bot can have many dialog tasks with related components. You can use the Dialog Editor to create, review, and edit a single dialog task for a bot. However, to better visualize and understand relationships and settings for all dialog tasks in a bot, you must use the Manage Components feature.

Manage Task Components

To manage your dialog tasks, follow the below steps:

  1. Open the bot for which you want to manage the dialog task components.
  2. Select the Build tab from the top menu
  3. On the left menu, click Conversational Skills -> Dialog Tasks.
  4. Click Manage Components on the top-right.

Dialog Components

The Dialog Components window shows all the components used in any dialog task of the bot. To view or modify the settings of a component, click its name. The Properties panel of the node opens.

The following table lists the details included in the window for each component type

Component Type Details
User Intent
  • Name
  • Description
  • Dialog Tasks used in
Entity
  • Name
  • Entity Type
  • Dialog Tasks used in
Service
  • Name
  • Service Type
  • Dialog Tasks used in
Script
  • Name
  • Dialog Tasks used in
Message
  • Name
  • Dialog Tasks used in
Confirmation
  • Name
  • Dialog Tasks used in
Webhook
  • Name
Agent Transfer
  • Name
Form
  • Name
  • Dialog Tasks used in
Logic
  • Name
  • Dialog Tasks used in
Bot Action
  • Name
  • Dialog Tasks used in
Process
  • Name

Upgrade Tasks

After you publish a task, the Bots Admin approves and deploys the task to make changes in the published bot. You must upgrade the bot; then publish the upgrade for Bots Admin approval and deploy it to users.

The bot Name can only be changed if the bot is not published. To change the name of a published bot, the Bots Admin must suspend the bot by removing all assigned users and marking the bot task inactive.

Upgrade Tasks

If you need changes to the published task, you must upgrade the task to a new version.

Upgrade Types

There are two types of upgrades for a task:

  • Mandatory – A mandatory upgrade generally does not require end-user action, and users are only informed that the task was upgraded with an auto-upgrade. If a mandatory upgrade does require end-user action, for example, new authentication requirements, the end-user is notified to take the action for a manual upgrade, sent reminder notifications, and finally, expiration of the original task after 15 days.
  • Optional – An optional upgrade is not required and is not auto-upgraded for users. End-user action is required to complete the manual upgrade and the user can choose whether or not to upgrade.

Task Upgrade Definitions

A Version Type is either a major or minor update. Depending on the changes of the bot task, you can specify the version type as a minor or major update for the revision number. All published tasks begin with the Version set to 1.0. A major update is set with the Version to 2.0, while a minor update is set with the Version to 1.1.

As part of the end-user upgrade experience, you must define the messages shown to the user to describe the upgrade and other messages that describe what the upgrade will change.

Verify Flows

If the upgraded task is mapped in a flow, you must review, update, and confirm existing mapping values defined in the flow. If the flows are not verified, mapped action tasks will not be displayed in the upgraded task for the end-user.

Note: You cannot publish another upgrade to a mandatory published task that requires manual end-user input during the initial 15-day deployment.

Upgrade a Task

Using the Upgrade command, a duplicate of the original task is created where you can make your modifications without affecting the published version. Then, when ready to deploy, you can decide if the upgraded task is mandatory or optional for users that are already using the originally published task.

To upgrade a task, follow the below steps:

  1. Open the bot to edit the task
  2. Select the Build top menu
  3. On the left pane, click Conversation Skills -> Dialog Tasks.
  4. Click the More icon of the published task you want to upgrade, and then click Upgrade.
  5. A duplicate of the published task is created with the Status set to Upgrade In Progress and the General tab is displayed.
  6. Modify the task and click Finish Setup.

After the modifications to the upgraded task, the task status is set to Configured and the version is set to Draft.

Next Steps
You might want to look into how to work with the Prompt Editor, refer here for more.

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