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 to grant permissions to users
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configure the Suggested skills for Administrators in Luma Virtual Agent and display skills based on the role of the User.
Step 1: Identifying the Suggested skills
Go to Skill Builder and identify the skills to be displayed as suggested skills, for example, Book Ticket, Access to Class, AD Reset password, Weather, Get KB articles.
Ensure that these skills are marked as Suggested skills. If not,
On the Skill Builder list, select the Skill and Click Edit.
Under Invocation, select the Check box Display in Suggested skill.
Click Save. The Skill will now appear in the Suggested skill list.
Note that if a Skill is marked as Sub skill, it cannot be added as a Suggested skill. Refer to Create Skills for more details.
Step 2: Add Skill execute permission
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 group.
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Select Default Administrators group.
Click Add Skill to add the requisite Skills.
Select the required skills to provide execute permission to the members of the selected group.
Step 3: Configuring Suggested Skills
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 skills are 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 suggestSelect you”.
Select Default Administrators in the Groupfield. This is the user role or persona in the Group field like Default Support Agents for which you would like to customize are configuring the skill suggestions.
Customize Bot responses, that the user receives before the skill recommendations are presented. Example: I “I can help you with the following skills skills”
Select Display Type. 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 Order Custom to define theorder in which customize the list of the 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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to
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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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Choose Custom to manually add suggested skills
Click on Save to save the Suggested skill.
All the Skills under this group
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the end-user.
Select the Skills one by one, to be displayed in the sequence as required, for example
Book ticket
Access to Class
AD Reset password
Weather
Get KB articles
Click on Save.
This set of Skills will be displayed as skill recommendations for users who are part of the Default Administrators Group.
Similarly, configure the Suggested skills for actions Fallback, Abort/Exit, Attribute validation, and Transfer to Agent
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Once the configuration is done, go to the Test Widget and type Hi to initiate the conversation with the bot. The bot will respond with a greeting message such as Good to see you and displays the Suggested skills in Cards.
Additional Resources
Visit the below Wiki Documentation for more information on:
Configure suggested skills Customize Skills Customize System Skills behavior.
Publishing Skill on Build and Publish
Provide permissions to users or groups is at Permission
Creating and Managing Skills is at Create Skills
Test your Skill on Test your Bot