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. <EOS>