Let's look at an example to build a simple skill in Luma Virtual Agent Skill Builder that answers a Frequently Asked Question (FAQ) such as ‘What are the Help desk support hours?’
Using the skill, the end-users can enquire about the working hours of the Helpdesk Support team using simple phrases such as Support hours, Helpdesk hours, Business Hours etc.
The following are the key steps in configuring the skill:
On Skill Builder, click on the Create Skill.
Add Skill details such as Name, Category and Description.
On the Invocation Type, select “User Phrase“ and add the User Phrase that can be used to trigger the skill such as “What are the Support Business Hours?” ,”Support team hours”, “support working hours“,”Helpdesk hours”, etc.
On Conversation Flow, select Information Message and add the message to be displayed to the end-user, providing the required information. For example: “Support team is available between 9 AM IST to 6 PM IST.”.
Click Save to finish building the skill.
Next step is to add permission on the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.
Do a Build and Publish to make it available in Virtual Agent.
Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.
Your skill is now ready to use. Go to Conversation History to view the list of conversations where the skill is requested by the end-user.
Additional Resources:
Visit the below Wiki Documentation for more information on:
Creating and Managing Skills is at Create Skills
Publishing Skill on Build and Publish
Understanding Conversation logs on Conversation History