Configuring Messages for Knowledge and Services

Owned by sneha.tripathi
Feb 05, 2021
1 min read

Luma Virtual Agent can integrate with Luma Knowledge to access Knowledge Articles already available for your Organization. It enables the end-users to view the Knowledge along with the predefined Services (skills in Luma VA). Based on the user’s request, your bot can identify relevant Knowledge Articles and Services and presents the results to the end-users.

For more details on Luma Knowledge or to integrate your bot with Luma Knowledge, contact the Serviceaide Support team or your Account manager.

Follow the below steps to customize the way Luma Virtual Agent delivers both Knowledge and Services to the user, based on your organization’s representation preference.

  1. Navigate to Bots → Configurations → Knowledge & Services.

  2. In the Settings section, select the representation preference for your organization i.e. how knowledge and services should be presented when both are identified by the bot for a given user phrase.

  3. On the Knowledge section, customize the bot messages to be displayed to the end-user when the Virtual Agent identifies and presents only Knowledge Articles for the user request.

  4. In Knowledge Followed by Services section, customize the bot messages to be displayed to the end-user when the Virtual Agent presents the identified Knowledge Articles followed by the relevant Services.

  5. On the Knowledge and Services section, customize the bot messages to be displayed to the end-user when the Virtual Agent identifies both Knowledge and Services for the user request and presents Knowledge and Services together. v

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