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Welcome'/'What can you do: In this section, you can define the set of available skills as suggestions to end-users after the ‘Welcome’ skill or ‘What can you do’ skill is triggered.
Fallback: The Fallback process is triggered when Luma does not identify any skill based on the user's phrase. For more information on the Fallback process, refer article NLP Settings. In this section, you can configure the number of consecutive fallback attempts before the Luma Virtual Agent presents suggested skills to the end-user. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent , in case if a fallback is detected.
Abort/Exit: When users do not wish to continue the conversation with Bot or Support Agent, they can use the Abort or Exit command configured for their bot. Refer to Configure System Skills and Small Talk for more information. In this section, you can configure a list of Suggested skills when the user exits a conversation using the Abort/Exit command.
Attribute Validation: In this section, you can define the number of attempts for the attribute validation before Luma Virtual Agent presents skill suggestions. The ‘Number of attempts’ defined here is the maximum number of times Virtual Agent prompts the user to provide information to validate attribute input. Once the defined attempts are exhausted, the suggested skills are displayed to the end-users. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent.
Transfer to Agent: Here, you can define the skill suggestions to be displayed when an end-user requests Transfer to Agent but select an Offline Support group to talk to. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent.
Didn't find it useful: In this section, you can configure the list of skills to be suggested when the end-user does not find any of the recommended services or knowledge useful. You can customize the skills to be presented to users based on their default groups in Luma Virtual Agent.
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Select the required System skill or event.
Select a user role in Groups.
Add Message in Bot Responses. The message is prompted before Skill Suggestions are displayed.
Select Display Order. This is the order in which skills are displayed in conversation.
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).
Name [Z-A]: Sorts the Skills by name in descending order (Z-A).
By Popularity: Sorts the skills by popularity, i.e., most executed skill.
Last Updated On: Sorts skills by Last updated date
Custom: This allows the administrator to create a customized list. Select Custom to add suggested skills and set display sequence manually.
Select Display Type. This defines if the suggestion is to be visible as Cards or Quick Replies. The display type is set to Cards by default.
Select Display Count. This defines the count of skills that can be added as suggestions for the group. Up to 50 skills can be added as Suggested skills. This is set to 5 by default.
Based on the Display order, the Skill list is defined.
For all Display Orders (except Custom), the skill list is automatically populated and cannot be changed.
For Custom, select the required skills in the Select Skill dropdown, one by one, and build a suggested skill list. Drag and move to set the display sequence.
Additional configurations for specific to system skills:
For Welcome/What can you do, specify Bot Response when there is no skill created or permitted and Bot Response when there is are no skills to suggest.
For Fallback, define the Number of Fallback Attempts. It is the number of consecutive fallback attempts before the Luma Virtual Agent presents suggested skills to the end-user.
For Attribute Validation, definethe Number of Attempts. Set the number of attempts by Virtual Agent to get information from the end-user to validate attribute input.
Click on Save.
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If the Administrator wants to remove one of the skills from the recommendation list that is displayed to the end-user, the skill must be removed from the Suggested Skill list. Follow the below steps to remove the Suggested Skill:
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