--- schema_version: "1" id: 7f1c30fbd705b8fedb24fe25e49b5193815eb8d11f567e0428aee5ab2d9bdc3c title: "Learn About the Template Bot: Supporting Dialogs" collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_template_supporting_dialogs.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_template_supporting_dialogs.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: c71050ea73994164e2ba9a9abda997dc52c1aca15596004455788ee194e0c15e description: "Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching." products: - Service Cloud - Service Intelligence release: "264" --- # Learn About the Template Bot: Supporting Dialogs Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching. ### Required Editions
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## Agent Transfer A key feature of service-oriented chatbots is the ability to transfer the user to a service rep if the bot is unable to resolve the user’s issue. The Transfer to agent dialog handles transfers to service reps from the bot. To avoid sudden transfers, the bot confirms that the user wants to be connected to a service rep before executing the transfer. ![A question dialog step asks to transfer to a service rep.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_transfer_agent_2.png) If no service reps are available, the bot automatically routes to the No Agent dialog. A next step is provided, “Unfortunately, no agents are available right now. Please try again later,” so the user has some guidance on what to do next. The user is also given the option to go back to the Main Menu. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If no service reps are available, we recommend to not end the chat abruptly. To handle the conversation gracefully, set the No Available Agents [system dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."). ![A message dialog step when no service rep is available.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_no_agent_2.png) ## Conversation Loopback: Anything Else & Clear Memory The Anything else? and Clear memory dialogs are critical elements of bot [conversation design](https://help.salesforce.com/s/articleView?id=service.bots_service_best_practice.htm&release=264.0.0&type=5 "Consider the following points when designing your bot.") because they allow the user to loop back through the bot and get another question answered or complete more tasks. The Anything else? dialog is key because it gives the user an option to loop back to the Main Menu if they need further assistance. The Clear memory dialog is called immediately before the Main Menu to clear out the values of variables from the user’s previous run through the bot. Selectively clearing the bot’s memory allows the user to report another issue and look up other orders and cases. ![A rule dialog step to clear the memory of selected variables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_main_menu_clear_2.png) ## Confused If the bot doesn’t understand the user at any point in the bot’s conversation, the Confused dialog provides a message. This message is generic because it must apply to all scenarios where the bot can get confused: ![The bot sends a message when it is confused.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_confused_2.png) To learn more about when the Confused dialog is called in a bot conversation, visit [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). ## End Chat The End Chat dialog gives the user an out in case they don’t want to end the chat. If they respond to the message “Thanks for taking the time to chat!” with something that doesn’t match the Goodbye entity, the bot sends a [conversation repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input.") message. If the user again responds with an input that doesn’t match the Goodbye entity, they’re redirected to the Main Menu. ![The bot sends a question dialog step to end the chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_end_chat_2.png) ## Exact Matching The Intro Template comes with intent data preloaded to allow for exact matching to dialogs. At any point in the conversation, the user can input any one of the utterances to be redirected to the Main Menu: ![A list of utterances for the Main Menu dialog intent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_main_menu_intent.png) Similarly, entering one of the Transfer to Agent utterances starts the process of transferring to a service rep. The last thing we want to replicate is the experience of having to step through a long interactive voice response (IVR) system before you can finally talk to a human. ![A list of utterances for the Transfer to Agent dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_transfer_agent_intent.png)