Chat Activities

What it is

A chat activity is a step that sends a message in the chat widget, including AI-generated replies.

Why it matters

Chat activities let DG run conversational experiences: ask questions, guide customers with buttons, and use AI to write flexible responses when templates are too rigid.

How it works

• Chat activities run inside flows as a type of activity.
• You can send:
  • Fixed messages (plain text)
  • Structured messages (buttons or quick replies, if available)
  • AI-driven messages using a prompt (instructions and guardrails)
• Chat activities can reference data from earlier steps and from the Knowledge Base.

In action

DG needs an order number to help:

• Chat activity asks: “Please share your order number so I can check the status.”
• Customer replies
• Flow continues and retrieves the order details