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  • Welcome Skills

  • What Can You Do

  • Abort/Exit

  • Transfer to Agent

  • User Registration

  • Browse Service Catalogue

  • Explore Knowledge

  • Explore Catalog

Info

With each release, Serviceaide may update the out-of-the-box system skills. If you have made changes to the System Skills, your custom System Skills will remain as is and not be updated. If you have not edited the System Skills, they will be updated automatically. 

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An Administrator can create a welcome experience by defining various phrases and messages as required and can also edit the existing phrases.

  1. To define user phrases and welcome messages, do the following:

    • Click on “+Add User phrase.”

    • Type the phrase in the Enter Possible user Phrases row in the User Phrases section and press the Enter key.

    • Type the welcome message in the Enter Welcome Message row and press the Enter key.

  2. To delete a user phrase or welcome message, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the phrases and messages.

The following image shows how the welcome skill appears:

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Abort Command: This command allows the user to exit the conversation with the bot or Agent. The command is tenant-specific and set to '//abort' by default. However, it can be customized as required.

Abort Message: You can define the Abort message for two types of exit scenarios (conversation status):

  1. Within a conversation, when the user exits from an ongoing conversation with a bot or Agent.

  2. Outside a conversation,  when the user is not interacting with bot or Agent. 

You can add new messages or edit existing messages.  When the user executes the abort command, an appropriate abort message will appear like a bot response based on the conversation status.

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  1. To configure Abort/Exit the command for your tenant,

    • Click on “+Add User phrase.”

    • Add new command 

    • Press the Enter key

  2. To configure the corresponding message in Luma, do the following.

    1. Add messages in Abort Message (Within a conversation) and press the Enter. 

    2. Add message Abort Message (Outside a conversation) and press the Enter.

    3. To delete the message, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the new command and messages.

Transfer to Agent

This section is used to define the Transfer to Agent skill for your Tenant. It is an Out-of-the-box (OOTB) skill that is used to transfer the conversation to Support Agents. In addition to skill details, you can define command and phrases which end users are expected to utter when they prefer to talk to an agent, instead of continuing their conversation with Luma. During a conversation, if the user executes the skill using any of the associated phrases or the defined command, the conversation moves from the bot context to the Agent context. The user can now start a conversation with the live agent. You may also define if the skill can be added as a Suggested skill.

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To update Transfer to Agent skill for your tenant, follow the below steps:

  1. In the Skill Details section, update the below fields as required:

    1. Skill Name: This defines the name of the skill.

    2. Description: This is the description of the skill.

    3. Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.

    4. Transfer to Agent Command: This command is used to trigger the Support Agent transfer process.  It transfers the conversation to a Support Agent. This command is tenant-specific and set to '

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    1. transfertoagent' by default. However, this command can be customized as required.

    2. Display as Suggested Skill: This defines if the 'Transfer to Agent' skill can be added as a Suggested skill for your bot. For more information Suggested Skill refer, Customize System Skills behavior

    3. Status: This indicates the current Active/Inactive status of the skill.

  2. In the User Phrases section, add the phrases that could be used to transfer the user request to a Support Agent. 

    1. To add a new phrase, type the required text in the User Phrases section and press Enter.

    2. To delete a phrase, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the updates. 

Using ‘Transfer to Agent’ Skill

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To use ‘Transfer to Agent’ in your skill,

  1. Add 'Add Condition' in Conversation flow.

  2. Define the rule that should be evaluted as ‘true’ to trigger ‘Transfer to Agent’.

  3. Configure a message to be displayed to the end-user.

  4. To redirect the user request to specific Support group, Set Attribute global context variable OOTB Support group name tothe Support group’s name.

  5. Set Execute to Skill andselect 'Transfer to Agent' skill.

In the below example, if the IssueCategory is Luma, user request is redirected to Support group named ‘Luma Support.’

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To update the User Registration skill for your tenant, follow the below steps:

  1. In the Skill Details section, update the below fields as required:

    1. Skill Name: This defines the name of the skill.

    2. Description: This is the description of the skill.

    3. Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.

    4. User Registration Command: This command is used to trigger the registration process. It transfers the conversation to the registration page. This command is tenant-specific and set to '

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    1. register' by default. However, this command can be customized as required.

    2. Display as Suggested Skill: This defines if the 'User Registration' skill can be added as a Suggested skill for your bot. For more information, Suggested Skill refer, Customize System Skills behavior.

    3. Status: This indicates the current Active/Inactive status of the skill.

  2. In the User Phrases section, add the phrases that could be used to request user registration. 

    1. To add a new phrase, type the required text in the User Phrases section and press Enter.

    2. To delete a phrase, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the updates. 

How does the Skill work?

A new user can request to register to a channel by using one of the phrases defined such as ‘Register me’ or the skill command. On receiving the request, Luma VA requests for user’s information such as username, email id, or phone number. Upon receiving details, Luma VA verifies if the user (with the provided details) is available in the tenant. If a matching user profile is found, an email is triggered to the user’s email id with a link to complete the registration process. Upon clicking on the link, a web browser opens with a success message. The registration process is now complete.

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To update the Browse Service Catalogue skill for your tenant, follow the below steps:

  1. In the Skill Details section, update the below fields as required:

    1. Skill Name: This defines the name of the skill.

    2. Description: This is the description of the skill.

    3. Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.

    4. Browse Service Catalogue Command: This command is used to trigger the skill arranged by category. It helps the user to select and execute a skill from the list of categorized skills. This command is tenant-specific and set to '

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    1. browseservicecatalogue' by default. However, this command can be customized as required.

    2. Display as Suggested Skill: This defines if the 'Browse Service Catalogue' skill can be added as a Suggested skill for your bot. For more information, Suggested Skill refer, Customize System Skills behavior

    3. Status: This indicates the current Active/Inactive status of the skill.

  2. In the User Phrases section, add the phrases that could be used to request the skill. 

    1. To add a new phrase, type the required text in the User Phrases section and press the Enter

    2. To delete a phrase, hover over the row which you want to delete and click the Delete icon.

  3. Next, select the display order for the skills in the catalog. Here you define how are the skills presented to the users. You can define different sorting orders for different groups in your tenant. To do so,

    1. Select the User group.

    2. Select the Display Order to sort the skills accordingly.

      1. 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).

      2. Name [Z-A]: Sorts the Skills by name in descending order (Z-A).

      3. By Total Executions: Sorts the skills by popularity, i.e., most executed skill.

      4. Last Updated On: Sorts skills by Last updated date

    3. Set the Display Type. Skills can be displayed as Cards or Quick Replies.

  4. Click Save to save the updates. 

Explore Knowledge

This is an OOTB skill that allows the end-user to browse through the Domains and Topics available in Luma Knowledge to find the relevant Knowledge Article. When Explore Knowledge Skill is executed, the Luma Knowledge Explore page opens in a new browser tab. The end-user can now browse through the Domains and related topics to view the underlying Knowledge Articles.
In addition to skill details, you can define command and phrases which end users may use to Explore Knowledge. You may also define if the skill can be added as a Suggested skill.

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To update the Explore Knowledge skill for your tenant, follow the below steps:

  1. In the Skill Details section, update the below fields as required:

    1. Skill Name: This defines the name of the skill.

    2. Description: This is the description of the skill.

    3. Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.

    4. Explore Knowledge Command: This command

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    1. triggers the Explore Knowledge skill. This tenant-specific

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    1. command is set to

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    1. ‘exploreknowledge' by default. However, this command can be customized as required.

    2. Display as Suggested Skill: This defines if the 'Explore

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    1. Catalog' skill can be added as a Suggested skill for your bot. For more information

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    1. on Suggested Skill

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    1. refer to Customize System Skills behavior.

    2. Status: This indicates the current Active/Inactive status of the skill.

  2. In the User Phrases section, add the phrases that could be used to request the skill. 

    1. To add a new phrase, type the required text in the User Phrases section and press the Enter

    2. To delete a phrase, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the updates. 

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Explore Catalog

This OOTB skill allows end-users to browse through the Catalog Categories in Luma Knowledge. When Explore Catalog is executed, the Luma Knowledge Explore page opens in a new browser tab. The end-user can now browse through the Categories to view the associated Service Catalogs.
In addition to skill details, you can define the command and phrases end users may use to explore the Catalogs. You may also specify if the skill can be added as a Suggested skill.

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To update the Explore Catalog skill for your tenant, follow the below steps:

  1. In the Skill Details section, update the below fields as required:

    1. Skill Name: This defines the name of the skill.

    2. Description: This is the description of the skill.

    3. Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.

    4. Explore Catalog Command: This command triggers the Explore Catalog skill. This command is tenant-specific and set to 'exploreCatalog' by default. However, this command can be customized as required.

    5. Display as Suggested Skill: This defines if the 'Explore Knowledge' skill can be added as a Suggested skill for your bot. For more information, Suggested Skill refer, Customize System Skills behavior.

    6. Status: This indicates the current Active/Inactive status of the skill.

  2. In the User Phrases section, add the phrases that could be used to request the skill. 

    1. To add a new phrase, type the required text in the User Phrases section and press the Enter

    2. To delete a phrase, hover over the row which you want to delete and click the Delete icon.

  3. Click Save to save the updates. 

Info

  • While Abort/Exit skill is triggered only using the command, ‘Transfer to Agent', 'User Registration', 'Browse Service Catalogue', and 'Explore Knowledge' can be triggered using the command as well as User phrases. 

  • If OOTB Skill is set to inactive, the skill cannot be triggered by users and will not be available in Suggested skills.

  • To trigger a System skill using command, prefix the skill commands with your tenant-specific command prefix. For more information, refer to Bot Settings | Conversation Settings.

Small Talk

Small Talk is a casual form of conversation that makes your bot seem intelligent and allows an organization to give their bot a personality that aligns with their culture. Small Talk is a set of common phrases that are not related to any skill. Out-of-the-box Small Talk is available for each bot and an Administrator can customize the responses to meet their unique needs. Both the Phrases and responses sections of a small talk question/name are editable.

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To define the phrases and responses for Small Talk, do the following:

  1. Click the Small Talk topic header to expand and view the subsequent questions, phrases, and answers. Each header includes a number of common questions or statements that users say to bots. Each question has a name, the user phrases that trigger it, and the responses that are sent to the user. For example, the Courtesy topic includes responses for 'That's bad', That's great' or 'Thank you'. You can adjust the phrases that trigger this question/statement and the responses that will be communicated.

  2. To edit existing phrases or add your own custom phrases

    • Type your phrases in User Phrases and hit enter

    • Hover over existing rows and click the delete icon to delete a row

    • Click Save to save the phrases

  3. To edit existing responses or add your own custom responses

    • Type your response in the Responses row.

    • Press the Enter key to add another row.

    • Hover over the row and click the delete icon to delete a row.

    • Click Save to save the responses.

  4. You can enable or disable entire topic sections of Small Talk based on your organization's needs.

    Image Modified
Info

  • Build and Publish process run is required for Small Talk content changes to take effect.

  • You may set Small Talk or individual Small Talk Categories to Disabled mode to exclude Small talk from the Build and Publish process. This reduces Build and Publish run time.