Bot Settings

This article describes the Bot Configurations that enable Luma Virtual Agent to interact with the end-users effectively. The Bot setting section contains Bot Information, Conversation Settings, Build and Publish parameters, System Commands, and configured Messages for your bot. You may setup Conversation timeouts, Messages, NLP tunning parameters, and System Commands here. These configurations facilitate interactions between End User and Luma VA. For more details, refer to Bot Settings.

To access Bot Settings, navigate to the Configurations → Bot Settings tab. Click on Edit Settings to update details.

The page is divided into below sections:

Bot Information
Build & Publish Settings
Conversation Settings
System Commands
Messages

Bot Information

This section provides the key details for your Luma instance that are used in identifying your bot. In addition to these details, other configurations such as Idle timeouts, Messages, and System commands that facilitate conversation between Luma and the End-User, can also be managed under Bot settings. Bot Information has the following details.

Bot Name: Displays your Luma instance name. The name is set by Super Admin when the tenant is created. An Administrator can edit the Bot display name.
External ID: This is the unique identifier assigned to your bot. This ID is used to integrate with external applications or channels that require communication 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, Active or Inactive. 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 has last updated the Bot Information.

Only Bot Name and Status are editable fields in this section.

The Time zone for your bot is managed and configured at the backend. By default, it is set to UTC time Zone. You may contact the Serviceaide support team to set your local timezone as your Bot Time Zone.

Build & Publish Settings

This section helps to configure the tuning parameters related to training ML models. The following parameters impact NLP training time as part of the Build & Publish process:

NLU Training Epochs: This parameter sets the number of times the NLP training algorithm sees the Luma training data. One epoch is equal to one forward pass and one backward pass of all the training examples. Sometimes the model needs more epochs to learn the training data and pattern. Sometimes more epochs don’t influence the performance. The lower the number of epochs, the faster the model is trained.

Dialog Training Augmentation Factor: The parameter determines how many augmented stories are subsampled during training. The number of sampled stories is augmentation factor * 10. By default, augmentation is set to 50, resulting in a maximum of 500 augmented stories.

Build and Publish time is dependent on the training data in your tenant. In case, Build and Publish for your tenant is taking more time, it is recommended to reach out to the Support team to discuss and update the tuning parameters.

Conversation Settings

This section defines the configurations related to managing the bot and the user's conversations with the following.

Command Prefix: This defines the prefix to be used to execute a custom or system skill command. Any text following this command prefix is identified as a command by Luma. By default, it is set to ‘luma’. This is editable and can be changed by a Tenant Administrator.

To trigger a skill using command, enter the prefix, immediately followed by the skill command. For example, ‘lumaabort’. No space is required.
If you wish to add a space between the prefix and the command, add a space at the end of the command prefix e.g. “luma “. This enables the end-user to trigger commands such as “luma exit”, “luma abort”.

Idle Timeout (Minutes): Idle timeout is the maximum idle time for user conversation, i.e., time for which the user may not respond during a conversation with Bot before the conversation expires. The timeout is set to 10 minutes by default, and the maximum allowed value is 15 minutes.

Idle Timeout Message: The bot response is displayed to the end-user when the Idle time out is reached, the bot discontinues the previous conversation with the end-user and is ready to accept new requests.

System Commands

While an End-User executes skills in a registered channel and may wish to skip an attribute prompt, i.e., may not wish to provide a value for requested information by Bot. The Skip command helps the end-users of the bot to skip prompt response. The command allows a user to skip an attribute value to the bot and still execute the skill.

For example: Consider a Skill to Create an Incident in ISM that allows a user to create an incident and attach a supporting document. While executing the skill, the End User may provide the issue description but avoid uploading the document using the skip command. On successful execution of the skill, an Incident will be created in ISM without any attachment.

Skip Command works like any other skill commands in Luma VA and is triggered using “//” (command prefix). e.g. //skip

By default, the command is set as “skip. “ As a Tenant Administrator, you may customize the default skip command with any other text for your Tenant.

You may also configure the Bot response during the following scenarios.

The End User tries to skip a prompt/attribute value that was Mandatory in the skill configuration.
When the Skip command is used outside a conversation

Messages

In this section, you can customize information messages shown to the End users in various scenarios during a conversation between the End-user and the Bot.

Click on Save to save any changes.