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This article details how to create skills and includes the following topics:

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In the Conversation Flow section, select the required Conversation Item from the drop-down list. Conversation Item drop-down list includes Prompt User (Attribute), Invoke Integration, Add Conditions (Ruleset), and Show Message (Information Message).

• Prompt User (Attribute) are used to store information during a conversation between the bot and user. The value of an attribute can be set from user input, a web services call (through Connected App), or passed from other skills. This allows building dynamic conversations and gathering data used to fulfill the user's request. For example, if the user interacts with the bot asking to increase the memory on their desktop, the skill could prompt them through an attribute asking for how much memory is required. For more information on attributes, refer Create Global Attributes.
• Invoke Integration connects to external systems to perform actions for fulfilling the user's request. For example, if the user interacts with the bot asking to create a ticket in ServiceNow, then an integration action is performed with ServiceNow in order to execute the skill. For more information on integration, refer to Integrations.
• Add Conditions is the process of branching from one skill to the other. This is often useful when a user asks for a generic request and through the conversation flow, you want to direct them to a more specific request (skill). For example, a user asks Luma for a new computer. Through a prompt you identify that the user requires a new laptop, then you can direct them to a laptop order skill. Likewise, you can branch to multiple skills and associate attributes according to the requirement. For more information on the ruleset, refer to Rule Set Overview.
• Show Message is used to send a message to the user that does not require a response. This is useful for letting the user know the bot is performing a task (for example: Resetting your password now. This may take a minute) or communicating fulfillment (for example, I created ticket 100-1234 for your network printer issue).
• Set/Transform Attributes is used to transform and store information received from a user or from an integration call. This allows the skill developers to convert the value and then use it in integration to execute a task, or in a Ruleset to branch to another Skill, or in an Information Message to provide user information. For example, extracting user details like first name, last name, organization name from an email address received as user input.  
• Invoke Automation Workflow is used to add a published Automation Workflow Service to the Skills. Automation Workflows allow Administrators or Skill developers to automate tasks on remote services, servers, applications, and hardware. These workflows can then be added as Conversation items and triggered the skill is executed. For example, we can enable an AD account using Automation Workflows which will be triggered when a skill related to it is executed by the end-user. For more information, refer Automation in Luma
• Suggest Skills is used to display the list of skills to be suggested to the end-user at the end of skill execution so that the user is guided to relevant skills post the completion of the current skill.
• Capture Satisfaction Survey is used to prompt a custom Satisfaction survey to the end-user. Using Capture Satisfaction Survey, you can define a customized survey that is triggered after the execution of the skill. Here you configure customized Survey questions and response options. 
• Capture Feedback is used to prompt the end-user to provide feedback on skill execution. Here you can configure a customized feedback question that is triggered after the execution of the skill. The feedback response is used to improve user interaction with the Bot.
• Set KPI is used to set Luma KPIs during Skill execution. Here you can choose the KPI Metrics and the parameter value to indicate how does the skill add value to the organization. Based on the configuration, KPIs are calculated during the conversation.

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1. If you select Text, provide the Message in the text box and press Enter. You can specify multiple text messages, however, only one random text message is displayed to the user.

2. If you select Quick Replies, the following supported formats are displayed:

   • Text
   • URL
     
     Provide the Message in the text box and the Button labels, as shown below. The system automatically uses the button label as the Payload. You can modify the Payload to meet your needs, which is used to pass any values for integration with other systems. For example, if you want to view the tickets by their priority (high, medium and low), mention those values as the button labels as shown below. If the priority is denoted as 1 for high, 2 for medium, and 3 for low in the corresponding system, then you can specify 1, 2, and 3 against the corresponding buttons as the payload.
     
     
3. If you select Card, provide the prompt Message in the text box. Enter the Card Title, Card Subtitle and Button details. The system automatically uses the button label as the Payload. You can modify the Payload to meet your needs, which is used to pass any values for integration with other systems. For example, you may want to view the list of pending tickets and take an action to either approve, reject, or request additional information from the user. You can provide the button labels as Approve, Reject, and Need Info. Similarly, the corresponding payload information can be specified as shown below. 
4. If you select Image, provide the prompt Message in the text box. Enter the Image URL and Tooltip details. For example, you may want to view the map of the place u wish to visit. You can provide the corresponding Image URL.
5. Information Message could be used as the last step in the conversation to,
   1. Display the result of the integration call. 
   2. Suggest the list of skills to be suggested to the user as post fulfillment of the skill.

Formating Messages

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Configure Interactive List or Quick Replies in Whatsapp via Infobip

For Whatsapp channel (via Infobip), the Quick Replies are presented as Interactive lists. In case of more than three options in quick replies, the buttons are automatically converted into interactive list. You can add an additional information  for these interactive lists. 

Infobip List Title: Add an exclusive title for the interactive lists. The title is displayed on only Whatsapp (via infobip) channel in addition to the prompt message. For the other channels, the additional title is ignored and the prompt message is displayed to the end user.

Quick Replies Description: Add descriptions for each option in the Interactive List item displayed to the users. On Whatsapp (via infobip) channel, the additional information for each selectable option is displayed to the end-user.  For the other channels,  the description text is ignored.

 Image Added

Formating Messages

You can also format the bot messages using Smart Lookups. Type '@' to enable smart lookups and select the Format Category from dropdown.  This standardizes the text format on all configured channels such as MS Teams, Slack, Whatsapp, Business Hangouts, Web widget.  

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1. Add Set KPI to the Conversation flow.
2. Select the KPI(s) to be updated and the effort (in minutes) saved. You may update the following KPIs:
   1. Actionable Support Requests:  Use the KPI to indicate that the skill creates a well-structured, actionable ticket. Specify the number of support minutes that can be saved by creating an actionable support request through the Skill. The default value is set to 5 minutes.
   2. Automated Resolutions: The KPI indicates that the skill resolves user issues using an automated service. Specify the number of support minutes that can be saved by the execution of the automated service, skill, or job by executing the Skill.
   3. Deflected Support Requests: The KPI indicates that the skill can deflect a support request. Specify the number of minutes that can be saved by the skill as the user request is directly resolved and a support request is avoided

Conversation Flow Restrictions

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