Start Conversation

Your Dialog's Entry Point

Overview

The Start Conversation block marks the start of your dialog. This default block is automatically included in each new dialog as a fixed starting point for interactions and, importantly, it cannot be copied or deleted..

Start Conversation Block

Configuration Overview

The Start Conversation block is structured into two main sections:

1. Responses: Contains predefined responses that the system can use to greet callers or handle initial queries.

2. Intents: Outlines the various user intents that can be recognized at the start of the conversation, determining the direction the dialog will take.

Detailed Configuration

Within the 'Start Conversation' block, the system is prepared to handle:

• Standard Greetings: Responses like "Welcome" are set to initiate the conversation with a friendly opening message.

• DTMF Responses: For touch-tone navigation, the system can recognize DTMF tones and provide the appropriate response.

• Error Handling: Responses like "Excuse me?" are used when the caller's intent is not clearly understood.

• Affirmative and Negative Responses: The system can recognize and differentiate between affirmative responses like "Yes" or negative ones like "No".

• Complex Requests: For more nuanced requests, such as "ChangeAddress" or "ReportDamage", the system can discern and route the caller to the appropriate service path (which are Subdialogs).

Customizing Responses

Each response is configurable with elements such as:

• SSML & Text: Customize the spoken response using Speech Synthesis Markup Language (SSML) for natural expression.
• JSON Payload: For more complex interactions, you can define responses with JSON structures to control the conversation flow dynamically.

Managing Intents

The system uses the provided utterances to detect caller intents. You have the ability to:

• Add New Intents: By selecting the '+' sign, you can define new intents and associate them with specific responses.

• Edit Existing Intents: Click on an intent to modify its utterances or linked actions.

• Local Logic and Global Intents: The system can be configured to handle 'else' intents either locally or globally. Local handling offers context-specific interaction, while global handling provides a standard response across various contexts.

Getting Started

Welcome Response and LaunchRequest

A standard 'Welcome' response is pre-configured in the Start Conversation block, linked to the LaunchRequest intent. For example:

Parloa: "Hello, and welcome to BookEase! How may I help you?"

The bot then awaits your response to continue the conversation, either transitioning to a Subdialog or concluding the interaction.

The removal of the LaunchRequest intent is not recommended as it is integral to the conversation initiation process.

User Intents

The Start Conversation block functions identically to a State block in all other respects. For further details, refer to the State block documentation.