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To build the skill conversation flow, add the conversation items in the desired sequence of execution. Luma Virtual Agent provides a wide range of Conversation Item that can be used to perform various actions during a conversation. Following are the conversation items available on the Skill builder:

Multiple conversation items can be added to a single skill by clicking Add Conversation Item. After any conversation Item is added to the flow, you can drag the item to place it in the right order using the  icon.

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If the Custom Satisfaction Survey is triggered as part of the skill, the system-level Feedback Survey is not triggered for the skill. For more information refer to Customer Feedback and Satisfaction Survey

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The customized Satisfaction Surveys or skill executions with Custom Satisfaction Surveys are not counted for the system-level Feedback Surveys.

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To trigger emails as part of a skill, you can add the Email Connector Integration as a Conversation flow step. For more information, refer to Configure Email Integrations. 

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conversation items available on the Skill builder:

Prompt User (Attribute)

Prompt User (Attribute) is used to fetch and retain information during a conversation between the bot and the user. The information can be gathered from user input, an integration (discussed later), or passed from other skills. This allows for building dynamic conversations and gathering data to execute the user's request. For more information on attributes, refer Create Global Attributes.

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1. Select the App Name from the drop-down list. This is a Connected App or external system that you previously created in the Integrations section of the Bot Builder interface. For more information on create 

   Ensure that the Connected App (web service) and the related operations are created first to display the values in the drop-down list.

2. Select the app Instance from the drop-down list. The instance is the environment you want to fulfill this request. For example, you may have a test instance or a production instance.

3. Select the Operation from the drop-down list. The operation is the web service call or method for the Connected App you want to use. You can choose to override the operation details by clicking the hyperlink at the operation name and clicking the override button on the operation page.  By overriding, you can set values in operation for this specific skill only.

4. The system displays the corresponding Integration Type based on the web service operation configuration.

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Add Conditions- Rule Set

Add Conditions or Rule sets are used to add Condition checks to your skill. Use Rules, you can conditionally, prompt message to user, set or clear attributes, set KPIs or branch to another skill. 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. 

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1. Select Capture Feedback from the Conversation item.

2. Select the type of feedback in Feedback Prompt

   1. For Text type:

      1. Add the feedback question specific to the skill in the Message field.

   2. For Quick Replies:

      1. Add the response questions 

      2. You may add a follow-up action or skill in Payload to automatically trigger an action based on the feedback response selected by the end user.

3. In the Survey Rating Options section, add the response options. Add option Labels and Synonyms. 

4. Add a Validation Message. The message is triggered whenever an invalid response is received for the survey.

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Set KPI

Skills in Luma can be configured to resolve an end-user issue and deflect a support request. This can be achieved through an automated service or by using existing Knowledge. KPIs in Luma are indicators of the value skills add to the organization. While creating skills, skill developers can use the 'Set KPI' conversation item to calculate or update Luma KPIs during skill execution. Here you can choose the KPI Metrics and the parameter based on the skill. Based on the configuration, KPIs are calculated during the conversation.

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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. Deflected Support Requests: The KPI indicates that the skill can deflect a support request. Specify the number of minutes that the skill can save as the user request is directly resolved and a support request is avoided

   2. Resolved with Knowledge: The KPI is linked to ‘Deflected Support Requests’. Mark 'Resolved with Knowledge' if the ticket is deflected by a Knowledge Article

   3. 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 Skill. The default value is set to 5 minutes.

   4. .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.

   5. Ineffective Best Response: This is a Luma Knowledge KPI. The KPI indicates that the Knowledge Articles returned in the result set are incorrect or irrelevant to the user’s request.

   6. Knowledge Gap: This is a Luma Knowledge KPI. The KPI indicates that Knowledge articles are unavailable for the user’s request and the phrase should be marked as a Gap in Luma Knowledge.

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