Customizing Welcome Skill and Small Talk experience

Welcome Skills and Small Talk in Luma Virtual Agent provide organization-specific personality to your Bot. You can customize the user experience by defining Bot actions and responses based on the user's intent or activity.

Welcome Skill

Welcome Skill defines the welcome experience for users and helps establish the identity of your bot. It is triggered when the end-user initiates a conversation with Luma Virtual Agent. This skill is usually used to greet the end-user. You can define welcome phrases and greeting messages for Registered and Anonymous users.

To configure Welcome skill:

1. Navigate to Skill Builder-->System Skills tab.

2. On the Welcome section, add the following:

   1. User Phrases: Add phrases that end-users may use to greet your bot. For example: Hi, Hello, Hey, etc.

   2. Welcome Message (Registered User): Specify the bot responses to be sent to the registered users. For example: “Hello @{user.firstName}. I'm @{bot.name} your Virtual Support Agent.”, “Good to see you“.

   3. Welcome Message (Anonymous User): Specify the bot responses to be shown to the anonymous users of the bot. For example: “Hello and welcome. I'm @{bot.name} your Virtual Support Agent.”, “Hello, I am @{bot.name}, your wish is my command.”

3. Click Save.

4. Run Build and Publish to make the changes available in Virtual Agent.

Small Talk

Small Talk is a casual form of conversation that makes your bot seem intelligent and allows you to give your bot a personality to align with your organization’s culture. It is a set of common phrases that are not related to any skill. Out-of-the-box Small Talk is available for the bot when the Tenant is provisioned. You can customize the Phrases as well as responses in each category to suit your needs. Small talk is available in Chinese, Spanish, and Portuguese as well.

To configure Small Talk:

1. Navigate to Skill Builder-->Small Talk tab.

2. Select the category and required Small Talk

3. Add or update User Phrase.

4. Click on Save.

5. Run Build and Publish to make the changes available in Virtual Agent.