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The Configuration Configurations page provides bot details and includes these tabs – Bot Information, System Skills, Small Talk, and Channels. You can set variables that are specific to a bot in a single workspace. Using ConfigurationConfigurations, you can simplify the process of how your bot should communicate with the users by defining System Skills and Small Talk. Also, you can connect your bot to various communication channels such as Google Hangouts, We chat, and Web widget. Only the Administrators can access the Configuration page.
To access Configuration, click Bots on the left navigation pane and click Configuration.
Bot Information
The Bot Information tab includes the following details:
- Bot Name: Displays the bot name. The name is set by Serviceaide or your Super Admin when the tenant is created. This can be edited by an Administrator.
- Language: Displays the bot's language. This cannot be changed as it links to how the Natural Language Processing (NLP) engine processes messages from users.
- Status: Displays status of the bot. Setting the status to Inactive makes the bot unavailable in all channels.
- Last Updated On: Displays the date and time when the Bot Information was last updated.
- Last Updated By: Displays the name of the user who last updated the Bot Information. This is for auditing purposes
You can edit the Bot Name and Status using the edit icon. Once you make changes to the values on this tab, click Save to save the changes, else, click Cancel to discard the changes.
NLP Settings
Fallback
The Fallback skill system skill is triggered when the bot prompts users with alternative phrases to understand their request and execute the required skill. An Administrator can do the following:
- Configure how the bot should respond when the user's input does not match any skills.
- Define the NLP matching threshold. This value sets the matching threshold for user phrases. If a user enters a phrase that falls below this threshold, one of the fallback messages is displayed. NLP matching threshold must be in range from 0.0 to 1.0. Any change to this value requires running the Build and Publish process. To learn more see Build and Publish
- Add new phrases and edit existing phrases.
- Type the required phrase in the Enter Possible User Phrases row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the phrase.
The following image shows the conversation based on the Fallback skill configuration:
System Skills
System Skills are out-of-the-box skills which are available to the users when a new tenant is provisioned. The System Skills tab includes the following details:
- Welcome Skills
- What Can You Do
- Fallback
Welcome Skill
The Welcome Skill creates a welcome experience for users and helps communicate all the requests that the bot can assist with. The Welcome Skill includes User Phrases and Welcome Messages. User Phrases are the various ways the user is expected to converse with the bot when the conversation begins. Welcome Messages are the greetings sent back to the user. Examples of User Phrases include 'Hi', 'Hello', and 'Welcome'. While an example of a Welcome Messages is 'Hello and welcome. I'm Luma your Virtual Support Agent. I'm here to help!'.
An Administrator can create a welcome experience by defining various phrases and messages as required, and can also edit the existing phrases.
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The following image shows how the welcome skill appears:
What Can You Do
In this section, you can define a phrase which the user is expected to utter when they ask for help or ask what the bot can do. You can add new phrases and edit existing phrases. During the conversation, when the user enters phrases specified in 'What can you do', the suggested skills are displayed in response.
While Welcome skill is comprised of user phrases and welcome messages, 'What can you do' contains only user phrases.
- Type the required phrase in the Enter Possible User Phrases row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the phrase.
The following image shows the conversation. When the phrases from 'What Can You Do' are specified by the user, Suggested skills are displayed in response.
Fallback
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- Configure how the bot should respond when the user's input does not match any skills.
- Define the NLP matching threshold. This value sets the matching threshold for user phrases. If a user enters a phrase that falls below this threshold, one of the fallback messages is displayed. NLP matching threshold must be in range from 0.0 to 1.0. Any change to this value requires running the Build and Publish process. To learn more see Build and Publish
- Add new phrases and edit existing phrases.
- Type the required phrase in the Enter Possible User Phrases row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the phrase.
The following image shows the conversation based on the Fallback skill configuration:
Small Talk
Small Talk is a casual form of conversation that makes your bot seem intelligent and allows an organization to give their bot a personality that aligns to their culture. Small Talk is a set of common phrases which are not related to any skill. Out-of-the-box Small Talk is available for each bot and an Administrator can customize the responses to meet their unique needs. Phrases cannot be edited or added, only responses are editable.
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To define the responses for Small Talk, do the following:
- Click the Phrase Header Small Talk topic header to expand and view the subsequent phrases as shown in the image above. The Phrases are grouped under a specific header phrase against the Question column. For example, Courtesy. Courtesy may include questions, phrases, and answers. Each top includes a number of common questions or statements that users say to bots. Each question has a name, the user phrases that trigger it and the responses that are sent to the user. For example, the Courtesy topic includes responses for 'That's bad', That's great' or 'Thank you'. In such a scenario, to define how the bot should respond in the Answer section.You can adjust the phrases that trigger this question/statement and the responses that will be communicated.
- To edit existing phrases or add your own custom phrases
- Type your phrase in Enter possible User Phrases and enter hit enter
- Hover over existing rows and click the delete icon to delete a row
- Click Save to save the phrases
- To edit existing responses or add your own custom responses
- Type your response in the Enter Possible Responses row.
- Press the Enter key to add another row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the responses.
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Changes to Small Talk will require running the Build & Publish Skills process. |
The following image shows the conversation based on the Small Talk configuration:
Channels
The Channels tab shows all available Chat tools that your bot can be integrated with.
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