Page Comparison

This article contains the following topics:

The Configurations page provides provides bot details and includes these tabs – Bot InformationSettings, NLP Settings, Channels, and Channels. You can set variables Suggested Skills. Configurations that are specific to a bot can be set in a single workspace. Using Configurations, you can simplify the process of how your bot should communicate with the users by defining NLP Settings. Also, you can connect your bot to various communication channels such as Google Hangouts, We chat, and Web widget. Only the Administrators can access the Configuration page.

To access Configuration, click Bots on the left navigation pane and click Configuration.

Bot

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Settings

The Bot Information tab includes the following details:

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• Bot Name: Displays the bot name. The name is set by Serviceaide or your Super Admin when the tenant is created. This can be edited by an Administrator.
  
• External ID: This is the unique identifier assigned to your bot. This ID is used to integrate with external applications or channels that require to communicate with the bot.
• Language: Displays the bot's language. This cannot be changed as it links to how the Natural Language Processing (NLP) engine processes messages from users.
• Status: Displays status of the bot. Setting the status to Inactive makes the bot unavailable in all channels.
• Last Updated On: Displays the date and time when the Bot Information was last updated.
• Last Updated By: Displays the name of the user who last updated the Bot Information. This is for auditing purposes

You can edit the Bot Name and Status using the edit icon. Once you make changes to the values on this tab, click Save to save the changes, else, click Cancel to discard the changes. This section contains Bot Information, Conversation Settings, System Commands, and Messages for your bot. You may set up Conversation timeouts, Messages, and System Skills here. These configurations facilitate interactions between End User and Luma. For more details, refer Bot Settings.
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Conversation startup

This section is used to customize how the end-user sees data when a search is initiated in Luma Virtual Agent. Use the section to define your organization-specific data presentation flow when Luma identifies matching skills, Knowledge or/and catalogs. For more details, refer to Conversation Startup Configuration.

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Knowledge & Services

This section is used to customize the way Luma Virtual Agent delivers knowledge and services to the end user. As an administrator, you can configure the representation preference for your organization and customize the messages and suggested skills displayed to the end-user as part of topic or result selection when knowledge and services are delivered together. For more information, refer to Knowledge & Services Settings.

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Presentation Templates

The section customizes how Knowledge Articles, Skills, and Service Catalogs are presented to the end user. Here, you can manage the card configurations and messages displayed in the conversation. For more information Presentation Templates.

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NLP Settings

Natural Language Processing (NLP) is a component of Artificial Intelligence (AI) that helps computers analyze and understand human language. In the Luma Virtual Agent platform, NLP helps the bot to understand a user's phrase and match it to a skill or helps parse user input to populate an attribute using synonyms. During the process of matching the user phrase, the NLP module calculates the probability or confidence score of each Skill and Attribute value. For more information, see refer  NLP Settings
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Channels

The Channels tab shows all available Chat tools that your bot can be integrated with. 

For more detail on configuring chat channels, refer to the following topics.

Image Removedrefer Configure Chat Channels.
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Suggest Skills

This section defines Suggested skills for your Tenant that are used to highlight certain capabilities. These are the custom skills that are recommended to an end-user by Luma, once system skills are executed. As a Tenant administrator, you can configure a list of available Custom skills for default groups available in Luma and set the display order in which the options should appear.

For more details, refer to Customize System Skills behavior.
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Feedback Survey

This section is used to configure the Satisfaction survey and Feedbacks sent to the end-user upon a skill execution. Here, you can enable and create a tenant-specific Customer Satisfaction Survey sent to the end-user when they converse with the virtual agent or the Support agent. for more information refer to Customer Feedback and Satisfaction Survey

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