Dialogue Cloud

On Premises

Dialogue Manager FAQ

Support All Dialogue Providers

A. By design, new session creation/re-opening is gated by UCC Business Hours. Dialogue Providers do accept and retain all incoming text messages but Dialogue Manager only releases them as sessions, for further processing, at opening time. Unlike voice calls, which have limited escape options, there are no similar escape actions nor queue visibility for new Dialogue Manager (text) messages outside of UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Business Hours.

Customer Action Business hour state What the platform does What agents see
Customer sends first message Outside hours Provider stores; Dialogue Manager defers session creation Nothing in queue until opening; session appears at start of hours
Customer sends first message During hours Dialogue Manager requests create; Contact Center accepts; session released Session appears immediately in queue
Customer sends follow‑up on an open session Outside or during hours Message appended to existing session Message appears in the active session
Customer sends new message on a closed session Outside hours Provider stores; Dialogue Manager defers reopen Session is reopened at start of hours and queued
Customer sends new message on a closed session During hours Dialogue Manager requests reopen; Contact Center accepts; session released Session reappears in queue immediately

Tip

If text messages need to be processed outside of intended business hours (for example, with an automated reply or bot processing), the only solution is to set UCC Business hours to be open all day, bypassing UCC Business Hours, and build a Dialogue Studio flow to define how to process Dialogue Manager sessions for specific time ranges. A Dialogue Studio enabled license is required.

A. No. Dialogue Providers ingest and retain messages. The delay is only in creating or reopening sessions for agents.

A. The Dialogue Manager will reopen the session during business hours. If the message arrives outside hours, it’s held by the provider and reopened at the start of hours.

Support CM & Vonage Dialogue Provider

A. No. A single UCC can use only one phone-based messaging provider. If you need CM for one channel and Vonage for another, create separate UCCs.

A. Yes—if they’re from the same provider (either CM or Vonage).

A. No. Use one UCC per WhatsApp number.

A. No. Use one UCC per SMS number.

Support Email Dialogue Provider

A. Most expected cause for this is that the item is still being scanned by your virus scanner. To work around this we recommend utilization Outlook rules to temporally store them in a difference folder before moving the item to the processing folder.