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 customized, which can be displayed based on the order, count, and type.
Let's understand How to grant skill permission to the default groups and configure the Suggested skills
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how to 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.
Select Default End UsersAdministrators group.
Click Add Skill to add the requsite Skills such as Book Ticket,Access to Class, AD Reset password,Weather, Get KB articles to this Group.
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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 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'm sorry but I have not been trained to assist with your request”.
Add Bot Response when there are no skills to suggest, like “Please let me know how I can help you”.
Select Default Administrators in the Groupfield. This is the user role or persona in the Group field likeDefault End Users 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 Typeas Cards. 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 like Custom in case you want to Customize customize the order list of the skills to be displayed to the end-user.
Select the list of Skills one by one, to be displayed in the sequence as below:required, for example
Book ticket
Access to Class
AD Reset password
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Weather
Get KB articles
Click on Save
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.
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This set of Skills will be displayed as
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skill recommendations for users who are part of the Default Administrators Group.
Similarly, configure the
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Suggested skills for actions Fallback, Abort/Exit, Attribute validation, and Transfer to Agent
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.
Step 3: Executing the skills
On Web Widget enter a message like Hi
Bot 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 Suggest displays the following Suggested skills as Cards which have been configured for Default End Users Group.
AD Reset Password
Browse Service Catalogue
Transfer to an Agent
Wifi access for Visitors
Explore Knowledge
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in Cards.
Additional Resources
Visit the below Wiki Documentation for more information on:
Configure suggested skills Customize System Skills behavior.
Provide permissions to users or groups is at Permission
Creating and Managing Skills is at Create Skills
Test your Skill on Test your Bot