Customize Conversation startup

When an end-user initiates a conversation, Luma Virtual can identify the intent of the request and respond to the end-user appropriately. Based on the request phrase, Luma identifies if the user is doing small talk with the bot, has requested some information, or has triggered a system skill. If the user seeks information, Luma looks for internal matching information (Skills, Knowledge Articles, and Service Catalogs). The information is then presented to the end-user based on the presentation flow in the Conversation Startup configuration.

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The ‘Conversation Startup’ enables the Administrator to define the user experience driven by the organization’s data preference and availability. Here, you can define the presentation flow, i.e., how the Virtual Agent should display the search results to the end user. Using the Legacy configuration, you could display Skills and Knowledge together or configure a customized presentation to display the identified Skills, Knowledge articles, and Catalogs. You can customize the feedback that should be captured, update KPIs, and conditionally branch the user to another skill.

To configure the presentation flow for your tenant, follow the below steps:

1. Navigate to Bot Configurations → Conversation Startup.

2. Click Edit.

3. Select the Presentation method to configure your data presentation. The following options are available:

   1. Default System Behavior: Select the option to use the default system behavior to present search results to the end user. This default system behavior presents the end user with relevant Skills and Knowledge. The configuration does not include Catalogs in the search results. For more configuration information, refer to Knowledge & Services Settings.

   2. Custom Configuration: Select the option to create a customized presentation flow specific to your organization. The flow is created and managed using Startup Skills. These skills define how the user should see information in cases such as when only relevant Knowledge is found, only Skills are available, matching Knowledge and Catalogs are available, or Knowledge, Skills, and Catalogs are available.

4. For Custom Configurations,

   1. Select the skill. The skill selected is triggered every time Luma finds search results. This could be a Startup skill that defines the result presentation or any other custom skill such as Create ticket.

   2. Select 'No Data Found', if you want to trigger the system fallback behavior when Luma does not find any results. When unchecked, the selected skill handles the user experience when no results are found.

   3. Select the checkbox Include All Matched Articles to include all the matching articles as part of default knowledge search.

5. Click Save.