Section II – Functional Modules > Dialog (Treatment) Interface Bottom of Page
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## Dialog (Treatment) Interface

This interface is one of the required components for building a functional module.

The dialog interface defines the functionality that allows the orchestration logic to do the following:

- Run a particular dialog application (VXML, HTML, and so on) on a specific interaction and by a specific resource.
- Collect the results of the dialog application that was run.

Note: There are some media implementations which do not have an explicit dialog component (for example, a web integration that monitors and reacts), but which do have a set of logic that governs how to react to the activity of the media in conjunction with the flow of the orchestration logic. For example, if a customer starts using a particular web page, the interface assigns the associated orchestration logic and collects the necessary action to be taken from the orchestration logic and performs it on the web session (for example, it might offer a proactive interaction invitation).

Treatments are a specific type of dialog application. They are dialogs that are used to communicate with the customer while the orchestration logic is trying to find a resource to help the customer (that is, while the customer is queued waiting). There will be a set of treatment-specific elements to cover a specific functionality. The treatment actions or elements can be used within queue elements from the Queue functional module interface.

The following table defines the model for all dialog applications (including treatments).

Definition | A dialog application represents the logic and presentation forms needed by the resources to have a media-specific conversation with a customer (for example, voice script, agent application (CRM, custom, and so on)). Dialog applications drive the behavior of resources in interacting with customers. The dialog application *always* operates on resources.
Model | The models used depend on the media and vary widely: Web or agent desktop applications — MVC model, three-tier model, and so on Voice application — dialog model, treatment model
Layers | There is no specific layering associated with a dialog application, but dialog applications can contain orchestration logic. This is the primary model today (complete vertical towers of logic).
Lifecycle | A dialog application is started via orchestration logic automatically or a resource is started manually (for example, an agent starts a CRM application) or, likewise, an incoming or outgoing interaction. A dialog application is terminated when it completes and returns the results it collected back to the initiator or when it is terminated by its initiator (other orchestration logic or a resource) or if it is directly associated with a given interaction when the interaction is terminated.
Properties | A dialog application has the following properties: The executable and source of the dialog application itself, and associated executable libraries The associated resource files (grammars, voice recordings, language resource files, images, and so on)
Characteristics | Resources present information to the customer and collect information from the customer via dialog applications in order to fulfill a part of a service for the customer. The actual presentation or communication (audio or visual) of the dialog application is media channel–specific. These dialog applications are actually communicated through the associated interactions and the resource's media device. These dialog applications drive the communication of the resources with the customer. This communication can be done directly by the resource itself, for example, by way of an IVR or a website. Or it can be done indirectly through a proxy, for example, the resource is the system's representation of the agent, the dialog application is the agent application, and the proxy is the actual agent. In this last case, the agent reads information from the agent application to the customer, collects information from the customer, and puts it into the agent application. The following are the types of dialog applications: Voice Script (VXML) — Directly — Voice interactions Agent Application (CRM, custom, agent script, and so on) — Indirectly — Can be used with any type of interaction, because it is indirectly communicated to the customer via a human business resource Web Application — Directly — Web interactions Legacy voice applications Legacy voice treatments The granularity of a dialog application depends on how much interaction is needed with the orchestration logic layers. In some cases, the orchestration logic can actually be part of a dialog application.
Relationships | A dialog application has relationships with the following: Interactions and Resources — The interaction, in conjunction with the resources and its corresponding media channels or devices, executes the dialog application to communicate with and collect information from the customer or the resource. Orchestration logic — Orchestration logic initiates dialog applications at the appropriate times and uses the results to continue its logic.
Today's Equivalent | Today's equivalent The following are the equivalents today and will not likely change as a result of adding the orchestration parts of the model. VXML scripts Agent scripts Agent applications (CRM, and so on) Website applications Chat, e-mail, SMS messages Treatments

Dialog Model — Relationship with Orchestration

Section II – Functional Modules > Dialog (Treatment) Interface Top of Page
| Genesys 8.0 SCXML Technical Reference
< Chat Interaction Interface Resource Interface >