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Luma Virtual Agent (Luma VA) allows you to customize the user experience based on user intent. This is achieved by configuring a list of skills for each persona that should appear as recommendations after a User action or System skills are executed. These are called Suggest skills. In addition to the list of skill suggestions for each persona, you can also customize the bot responses, display order, and display type for these skills.

Suggest Skills are used to highlight the capabilities of your bot. When a system skill is triggered, these skill recommendations ensure that the end-user is aware of the specialized tasks the Bot can perform.

Configuring Suggest Skills

You can customize Suggest Skills for the various personas such as Default Administrator, End Users, Support Agents, etc, and set the display order in which the suggestions should appear.

Following are the User actions for which Suggest Skills can be configured in Luma Virtual Agent.

• Welcome/What can you do

• Fallback

• Abort/Exit

• Attribute Validation

• Transfer To Agent

• Didn't find it useful?

Follow the below steps to configure Suggest Skills:

1. Navigate to Configurations under the Bot menu.

2. On the configuration page, select the Suggest Skills tab.

3. In the Welcome/What can you do section, configure the skills to be displayed once Welcome or What can you do skills are triggered. Save

4. Select a user role in Groups.

5. Add a Bot Response to be displayed with the skill recommendations.

6. Select the Display Type.

7. Select Display Count i.e.the maximum number of skills that can be as Skill suggestions.

8. Select Display order.

   1. To configure a custom list, select Custom in Display order.

   2. Add the required skills one by one.

9. Specify Messages to be displayed when no Skills are available in your Bot when no skills are configured as Suggested skills.

10. Click on Save.

Similarly, configure Suggest skills for the remaining personas and actions.

You can refer to Permission models - display skills based on the role of User for more details on configuring and displaying Suggest skills based on user role.