Bot Dialog

A Bot Dialog in Salesforce Einstein Bots is a defined conversation flow within the bot that handles a specific topic or intent. Each dialog consists of a sequence of dialog steps (such as messages, questions, actions, and rules) that guide the conversation. Dialogs can call other dialogs, enabling modular conversation design. For example, a bot might have separate dialogs for 'Check Order Status,' 'Reset Password,' and 'Transfer to Agent.'

A Bot Dialog in Einstein Bots is a defined conversation flow that handles a specific topic or intent. Each dialog consists of a sequence of steps (messages, questions, rules, actions) that the bot walks through when a user's request matches the dialog's intent. Dialogs can call other dialogs, enabling modular design where common flows like 'Authenticate the User' or 'Ask for an Order Number' are built once and reused across many topic dialogs.

Good dialog design follows single-responsibility principles: each dialog handles one topic, uses variables to capture information from the user, and either completes the task or transfers to another dialog or a human agent. Dialogs also support rules for branching logic based on variable values, so the same dialog can handle multiple variations of the same basic intent. Well-designed dialogs are readable, testable, and maintainable; poorly designed ones become tangled messes that nobody wants to touch.