A computer-implemented method comprising: maintaining a plurality of communication channels for electronic communication via the network interface; maintaining a directory of a plurality of agents, each agent being a computer program that, when executed, implements a dialog-based service to provide information; identifying a dialog session via a first communication channel of the plurality of communication channels between a first agent and the user device, wherein the first communication channel is associated with a plurality of content formats; determining, based on a first conversational context of a conversation of the dialog session and the plurality of content formats of the first communication channel, a preferred content format to utilize during the dialog session; converting one or more messages from the first agent to the preferred content format for communication to the user device via the first communication channel; maintaining the dialog session between the first agent and the user device; identifying a second conversational context of the conversation of the dialog session; determining, based on the second conversational context of the conversation of the dialog session and the plurality of content formats of the first communication channel, a second preferred content format to utilize during the dialog session; and converting one or more messages from the first agent to the second preferred content format for communication to the user device via the first communication channel, wherein the second preferred content format is utilized while simultaneously continuing to utilize the first preferred content format. maintaining a plurality of communication channels for electronic communication via the network interface; maintaining a directory of a plurality of agents, each agent being a computer program that, when executed, implements a dialog-based service to provide information; identifying a dialog session via a first communication channel of the plurality of communication channels between a first agent and the user device, wherein the first communication channel is associated with a plurality of content formats; determining, based on a first conversational context of a conversation of the dialog session and the plurality of content formats of the first communication channel, a preferred content format to utilize during the dialog session; converting one or more messages from the first agent to the preferred content format for communication to the user device via the first communication channel; maintaining the dialog session between the first agent and the user device; identifying a second conversational context of the conversation of the dialog session; determining, based on the second conversational context of the conversation of the dialog session and the plurality of content formats of the first communication channel, a second preferred content format to utilize during the dialog session; and converting one or more messages from the first agent to the second preferred content format for communication to the user device via the first communication channel, wherein the second preferred content format is utilized while simultaneously continuing to utilize the first preferred content format.