About Configuring Alias for Outgoing Dialog

When completing a dialog with an operator, you can configure an alias for different situations, such as chat closure by operator, completion by timeout, or closure by client. This allows controlling user behavior after dialog completion and ensuring correct transition to the next scenario steps.

Context and Problem

In many cases, you need to control user behavior after dialog completion:

Sending feedback after operator closes chat
Message about timeout during inactivity
Handling situation when connection could not be established
Reaction to client closing chat

Configuring alias for outgoing dialog solves this task by allowing specifying where to redirect the user in different situations.

Key Concepts

Types of Dialog Completion Situations

Chat closure by operator:

Operator closes chat manually
User is redirected to the specified alias

Completion by timeout:

Chat closes automatically due to inactivity
User is redirected to the specified alias

Failed connection:

Could not establish connection with operator
User is redirected to the specified alias

Closure by client:

Client closes chat independently
User is redirected to the specified alias

Configuration Methods

Through constants:

initiated_dialog_alias_chat_closed — alias for closure by operator
initiated_dialog_alias_chat_closed_by_timeout — alias for timeout

Through action parameters:

chat_closed_alias — alias for closure by operator
chat_closed_by_timeout_alias — alias for timeout
connection_timeout_alias — alias for failed connection
chat_closed_by_client_alias — alias for closure by client

Approach Options

Constants vs Action Parameters

Constants:

✅ Pros: Global settings for all dialogs
❌ Cons: Less flexibility for individual cases

Action parameters:

✅ Pros: Flexibility for individual cases
❌ Cons: Need to configure for each case

Why we use both approaches: Constants provide global settings, and action parameters allow overriding them for individual cases.

Adopted Solutions

Settings Priority

Constants have priority over action parameters. If constants are configured, they will be used instead of action parameters.

Fallback Mechanism

If constants are not configured, the user will be redirected by aliases that were set during the last connection to the operator. If the user has never contacted the operator, the system redirects them by alias entry.

Implications for Users and Implementation

For Integrators

When configuring alias, it's important to:

Determine necessary situations — which situations need to be handled
Create alias blocks — in the scenario for each situation
Configure constants or parameters — depending on needs
Check fallback mechanism — for users without settings

Common Errors

Error: User is not redirected after chat closure
Problem: Constants or action parameters are not configured
Solution: Add constants or action parameters with correct aliases

Error: Wrong alias is used
Problem: Constants have priority over action parameters
Solution: Check constant settings and their priority

Error: User is redirected to non-existent alias
Problem: Alias does not exist in the scenario
Solution: Check presence of alias blocks in the scenario

Usage Examples

Configuration Through Constants

Go to the "Constants" section in the scenario
Add constants:
- initiated_dialog_alias_chat_closed = "feedback"
- initiated_dialog_alias_chat_closed_by_timeout = "timeout_message"

Configuration Through Action Parameters

{
  "auto_connect_operator": true,
  "chat_closed_alias": "feedback",
  "chat_closed_by_timeout_alias": "timeout_message",
  "connection_timeout_alias": "retry_connection",
  "chat_closed_by_client_alias": "goodbye"
}

Explanation: Connecting Chat with Operator — configuring connection to operator