Problem Statement: A Bot, in common, tends to show a common list of skills to all the roles of the User. This way, all users are exposed to a varied set of skills meant only for specific roles. For example, a guest in a hotel cannot be exposed to the skills meant for the manager of the Hotel.
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Approach: We will now have support to provide a list of skills based on the User Role and the user actions like Welcome/What Can You Do, Abort/Exit, Fallback, Attribute Validation, & Transfer to Agent. The list of skills can also be customised customized, which can be displayed based on the order, count, and type.
Let's understand how How to grant permissions to users skill permission to the default groups and configure the Suggested skills
Step 1:
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Add Skills to default groups
Under Bot Menu → Tenants → User management, click on Groups
Click on Create Group and enter Group name Luma Support Group with description
Check Permission and Support Group options to define the purpose of the group
A list of users will be displayed and select the User(s) to be associated with this groupSelect Default End Users group
Click Add Skill to add the requsite Skills such as Book Ticket,Access to Class, AD Reset password,Weather, Get KB articles to this Group.
Step 2: Configuring suggested skills for the group
Under Bot Menu → Configurations page. Click on the Suggested Skills tab.
Click on Welcome/What can you do toconfigure the skills to be suggested recommended once Welcome or What can you do skill is triggered.
Enter Bot response when there is no skill permitted such as I “I'm sorry but I have not been trained to assist with your request request”.
Add Bot Response when there is no skill created or permittedEnter Bot Response like are no skills to suggest, like “Please let me know how I can help you when there are no skills to suggestyou”
Select the user role or persona in the Group field like Default Support AgentsEnd Users for which you would like to customize skill suggestions.
Customize Bot responses, that the user receives before the skill recommendations are presented. Example: I can help you with the following skills
Select Display Typeas Cards. This defines if the suggestion should appear as Cards or Quick Replies.
Select Display Count as 5 . This defines the number of skills that can be added as suggestions for the group. A maximum of 10 skills can be added as Suggested skills.
Select the Display Orderto define like Custom in case you want to Customize the order in which the of skills should to be displayed in conversation.
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By Popularity: Sorts the skills by popularity i.e. most executed skill.
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Custom: This allows the administrator to create a customized list.
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Last Updated On: Sorts skills by Last updated date
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Name [A-Z]: This is the default displayed order applied on the Skill list. It sorts the Skills by name in ascending order (A-Z).
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Name [Z-A]: Sorts the Skills by name in descending order (Z-A).
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Based on the Display Order, Skill List is populated.
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All display orders (except Custom) are dynamic. The skill suggestions will update automatically with the latest data in your Bot and skills cannot be manually added to the list.
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. Select the list of Skills to be displayed in sequence as below:
Book ticket
Access to Class
AD Reset password
Waether
Get KB articles
Click on Save to save the Suggested skill.
All the Skills under this group will be displayed as Suggested Skills
Similarly, configure the skills to be suggested when Fallback, Abort/Exit, Attribute validation, and Transfer to Agent are Triggered.
Step 3: Executing the skills
On Web Widget enter a message like Hi
Bot will respond with a greeting message such as Good to see you and Suggest the following skills as Cards which have been configured for Default End Users Group.
AD Reset Password
Browse Service Catalogue
Transfer to an Agent
Wifi access for Visitors
Explore Knowledge
Select any of the Suggested skills relevant for you and the Skill will be executed.
Additional Resources
Visit the below Wiki Documentation for more information on:
Customize Skills Configure suggested skills Customize System Skills behavior.Publishing Skill on Build and Publish
Provide permissions to users or groups at Permission
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