The Unified Conversation State for API Chatbots Across Channels feature ensures that when a chatbot is deployed across multiple communication channels—such as SMS, Email, WhatsApp, or web chat—it maintains a single, unified conversation thread per candidate. The system now associates all interactions from a given candidate with a single conversation ID, regardless of the communication method they use.
This feature ensures that the system maintains a single conversation state across channels when an API chatbot is triggered for a candidate using the same trigger event.
This applies to outbound bots sent via Engage or directly via API. Specifically for API bots, the chatbot state will be maintained if the bot is sent across different channels using the same API trigger instance.
For a state to be shared and synchronized across channels for outbound bots, the following conditions must match:
- The bot ID must be the same.
- The candidate ID must be the same.
- The API trigger instance must be the same.
Note: If you send the same bot using multiple different API triggers, these will still be treated as separate conversations, unless they are part of the same request that initiated the multi-channel conversation.
For example, if the candidate starts the bot on SMS but doesn't finish, they can open the email bot, view the existing conversation history from SMS, and seamlessly continue from where they left off. Once the conversation is completed, the candidate cannot start it again or continue open conversations over other channels from that same trigger instance.
User Stories
This feature benefits both Candidates and Customer Admins:
As a User (Candidate):
- You can start a conversation on Email and continue it via SMS without losing the conversation, or vice versa.
- You receive responses on the channel you used most recently.
- You may be notified on a new channel when you switch (e.g., "Your conversation has been continued from email conversation").
As a Customer Admin:
- You ensure your users have a consistent experience across channels.
- You can view the unified conversation history for each user in transcripts.
- You access analytics that accurately represent conversation counts across channels for each conversation.
Experiencing the Seamless Flow: Sample Conversation
Imagine a candidate starts a conversation on SMS:
- Bot: Hi! Welcome... Are you interested in learning more about Product Management roles? (Yes/No)
- Candidate: Yes
- Bot: Great! Do you currently have any experience...? (Yes/No)
- Candidate: No
The candidate then switches to the Web Bot (e.g., by clicking an email link). The Web Bot displays the previous SMS conversation history, ensuring continuity. The conversation continues on the web.
- Web Bot: No problem! Would you like to explore resources...? (Yes/No)
- Candidate: Yes
- Web Bot: Wonderful! Here are a few resources... Do you want to schedule a meeting? (Yes/No)
- Candidate: Yes
- Web Bot: Perfect! What is your preferred learning pace...?
Later, the candidate returns to the SMS channel. If the bot is incomplete, the system recognizes this and allows the candidate to continue from where they left off on the web. A transition message clarifies that the conversation is being resumed.
- (Bot clarifies context)
- Bot: "What is your preferred learning pace? (e.g., daily, weekly)"
If the candidate returns to SMS after completing the conversation on another channel, the bot informs them the conversation is already finished.
- Bot: Thanks for getting back to us! It looks like you've already completed this conversation on [web/whatsApp/ sms].
Another scenario shows the reverse- starting on Web, switching to SMS, and returning to the already open Web link. The bot on the web link recognizes the updates made on SMS and synchronizes the state, allowing the candidate to continue the conversation on the web from where they left off on SMS.
Transition Messages
To guide the user when they switch channels or return to a completed conversation, specific messages are used:
- When the bot is incomplete and they switch channels: A message indicates the continuation. For example: "We noticed you continued the chat on [web/email/whatsapp.]. Resuming from where you left off!".
- When the bot was completed on another channel (other than SMS): A message confirms completion. For example: "Thanks for getting back to us! It looks like you've already completed this conversation on [web/whatsApp/ sms]".