> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/text-channels/dialogue-manager.md).

# Configure Dialogue Manager for text channels

Configure Dialogue Manager for text-channel dialogue handling.

Dialogue Manager is a shared dependency for text-channel dialogue handling. It connects provider messages, WebAgent handling, and optional Dialogue Studio flow logic.

## Prerequisites

* The [shared omnichannel licensing prerequisites](/channels-integrations/text-channels.md#licensing-prerequisites) are confirmed.
* WebAgentService is configured for the environment.
* Dialogue Manager is enabled for the UCC or region.
* The Dialogue Manager endpoint is available.
* The approved database connection method is available for Dialogue Manager.
* If Dialogue Studio is used for pre-queue handling, the Dialogue Studio endpoint and API key are available.

{% hint style="warning" %}
Dialogue Manager connection values and operational ownership can differ by environment. Use the cloud-managed values and support process supplied for the customer environment.
{% endhint %}

## Configure Dialogue Manager settings

1. Request or confirm Dialogue Manager enablement through the current delivery/support process for the customer environment.
2. Confirm that the required Dialogue Manager settings are provisioned for the UCC or region.
3. Open the active delivery/admin-managed configuration source for the environment.
4. Set `Enabled` to the value approved for the UCC or region.
5. Set `Uri` to the Dialogue Manager endpoint supplied for the environment.
6. Set `SqlConnectionString` through the approved managed-secret or Secure Vault-backed process.
7. Save the configuration.

| Setting                          | Use                                                                                      | Value guidance                                                                                                                  |
| -------------------------------- | ---------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| `Enabled`                        | Enables Dialogue Manager behavior                                                        | Use the value approved for the UCC or region.                                                                                   |
| `Uri`                            | Defines the Dialogue Manager endpoint                                                    | Use the endpoint supplied for the environment.                                                                                  |
| `SqlConnectionString`            | Defines the database connection used by Dialogue Manager                                 | Use the approved managed secret or Secure Vault-backed value for the environment.                                               |
| `OpenHyperlinkAutomatically`     | Controls whether WebAgent opens a hyperlink automatically when a message contains one.   | Enable only when the customer wants automatic link opening for incoming text messages.                                          |
| `AttachmentMaxTotalFileSizeInMB` | Limits the cumulative size of outgoing attachments.                                      | Default source value is `10`; use a positive value.                                                                             |
| `AttachmentAllowedFileType`      | Limits outgoing attachment extensions.                                                   | Use a dot-and-semicolon-separated list, such as `.jpg;.png`; leave empty only when the environment should allow all file types. |
| `DialogueEventEndpoints`         | Defines endpoints that receive Dialogue Manager events, such as agent-accepted events.   | Use only approved event-forwarding endpoints for the customer environment.                                                      |
| `PollingDelayInMs`               | Controls how often Dialogue Manager polls for database changes.                          | Default source value is `1000`; use a whole number of at least `1000` unless support instructs otherwise.                       |
| `RequeueEnabled`                 | Controls whether agents can send an active text conversation back to the UCC queue.      | Defaults to disabled in the legacy source; confirm the current environment behavior before changing it.                         |
| `RestoreTake`                    | Limits how many stored text sessions Dialogue Manager restores per poll after a restart. | Default source value is `50`; change only with support guidance.                                                                |
| `RestoreThreshold`               | Restores sessions only while the UCC queue remains below the threshold.                  | Default source value is `1000`; increasing it can affect platform performance.                                                  |

Dialogue Manager and dialogue provider settings are delivered through the ListsPlugin-backed UCC settings flow or delivery-owned service configuration. Do not use legacy SharePoint Plugin Settings navigation as the default cloud procedure unless support instructs you to use it for the customer environment.

{% hint style="warning" %}
Do not increase text-queue restore limits without support guidance. Higher values can overload the platform after Dialogue Manager or dependent services restart, and some conversations can remain held back until the queue drops below the restore threshold.
{% endhint %}

## Configure Dialogue Studio integration

Dialogue Manager can send messages to Dialogue Studio for pre-queue handling.

| Setting                  | Use                                                 | Value guidance                                                               |
| ------------------------ | --------------------------------------------------- | ---------------------------------------------------------------------------- |
| `DialogueStudio.Enabled` | Enables Dialogue Studio integration                 | Enable only when the flow design uses Dialogue Studio before queue handling. |
| `DialogueStudio.Uri`     | Defines the Dialogue Studio endpoint                | Use the endpoint supplied for the environment.                               |
| `DialogueStudio.ApiKey`  | Authorizes Dialogue Manager to call Dialogue Studio | Use the managed secret supplied for the environment.                         |

For procedural flow-design detail, use the Via Dialogue Studio administration pages.

## Understand pre-queue message handling

When Dialogue Studio integration is enabled, Dialogue Manager can send provider messages to Dialogue Studio before queue handling. Dialogue Manager calls the Dialogue Studio message endpoint at `/api/v1/message` and uses the configured `DialogueStudio.ApiKey` for Basic authentication.

The pre-queue flow must complete a transaction with an explicit outcome, such as creating a message, waiting for the next message, enqueueing, or disconnecting. When the flow waits for a reply, use a stable `flowId` so the next message can continue at the intended point.

The request can include message and conversation context such as:

* `channelId`
* `conversationId`
* `messageId`
* `providerId`
* `uccName`
* attachments
* `flowId`

The Dialogue Studio response determines what Dialogue Manager does next:

| Response outcome | Dialogue Manager behavior                                         |
| ---------------- | ----------------------------------------------------------------- |
| `CreateMessage`  | Creates an outbound message from the response.                    |
| `Wait`           | Waits for the next message or continuation from the current flow. |
| `Enqueue`        | Enqueues the conversation for agent handling.                     |
| `Disconnect`     | Ends the conversation flow.                                       |

Dialogue Studio can return continuation details such as `flowId` and `skill`. Dialogue Manager stores these values so a later message can continue the intended flow or route to the intended skill.

{% hint style="info" %}
The integration model above describes the backend handoff between Dialogue Manager and Dialogue Studio. Configure flow design in Dialogue Studio using the current flow-authoring guidance for the environment.
{% endhint %}

## Configure endpoint updates and event forwarding

1. Confirm the active ListsPlugin-backed or delivery-owned configuration source for endpoint updates.
2. Confirm that the Dialogue Manager endpoint is listed for the UCC or region that uses text channels.
3. Configure the provider endpoints that must forward messages to Dialogue Manager.
4. If event forwarding is used, configure the `ForwardUri` or equivalent event-forwarding destination supplied for the environment.
5. Save the endpoint and event-forwarding changes.
6. Validate with a non-production provider message.

{% hint style="warning" %}
Do not publish customer-run database, firewall, or local server steps for Dialogue Manager unless support confirms that ownership for the environment.
{% endhint %}

## Validate Dialogue Manager

1. Confirm that provider plugin settings point to the Dialogue Manager endpoint supplied for the environment.
2. Confirm that Dialogue Manager can store dialogue state through the approved database connection.
3. Send a test message through a non-production text channel.
4. Confirm that the message reaches WebAgent or the intended Dialogue Studio pre-queue flow.
5. If Dialogue Studio pre-queue handling is enabled, confirm that a test message can reach Dialogue Studio and return the expected outcome, such as outbound message creation, waiting for continuation, enqueueing, or disconnecting.
6. If a flow continuation is expected, send the next test message and confirm that the conversation continues in the intended flow or skill.

## Related topics

* [WebChat](/channels-integrations/text-channels/webchat.md)
* [Email](/channels-integrations/text-channels/email.md)
* [Generic Dialogue Provider](/channels-integrations/text-channels/generic-dialogue-provider.md)


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