Startup skills are used to customize the user experience when Luma finds matching information for a user query. It reflects your organization-specific result presentation flow. The skill defines how the end user sees information in various result scenarios. An administrator or Skill developer can create a skill with a tenant-specific behavior, such as the sequence in which information should be presented, feedback questions, and KPIs to be updated. You could create a skill that conditionally processes and displays the search results or use a custom skill as a startup skill if you wish to direct all user requests to be processed using a specific skill.
Once configured on the Conversation Startup screen, the Startup skill is automatically triggered every time Luma performs a search and finds any relevant information. The results found in the search are processed and presented to the users based on the Startup skill definition.
Like the custom skills created in Luma Virtual agent, a startup skill is created in Skill Builder. All the Skill building rules applicable to a custom skill apply to Startup skills. For more information on how to create a skill, refer to Create Skills.
Follow the below steps to create a Startup skill in your tenant:
Navigate to Skill Builder → Skills screen.
Click on Create Skill.
Add the mandatory skill details such as Name, Description.
Select Startup Skills as Category. This is a skill OOTB category. It is recommended to categorize the skill appropriately so it can be filtered from Dashboard Reports and selection lists as required.
Mark the Skill as Sub skill. This ensures that the end-user cannot request the skill using a command or phrase from the chat channel.
Click Next.
On the Conversation Flow screen, start building the user experience. Use the various Conversation Items available on the designer to create the skill. Add the control in the required sequence of execution. Below is an example of a user experience that can be created. The example shows that Luma checks for the availability of Knowledge articles, Skills, and Catalogs in the search results and displays the information in the same sequence. You could add prompts to ask questions and use the context to search again and find better results. For more information on the conversation items, refer to Building Conversation Flow.
Once done, Click Save.
Once the skill is ready and tested, update the Conversation startup configurations. For more information, refer to Customize Conversation startup.
Remember:
The skill must handle all the possible result scenarios such as Only Knowledge, Only Skill, Only Catalog, Knowledge and Catalog, Skill and Catalog, Skill and Knowledge, Skill, Knowledge and Catalog together and No Data Found cases.
Some Start up skills are configured, you may remove he skill from Skill Adoption report on Usage dashboard.
You may need to branch to multiple skills to build the required experience. When redirecting to a skill, clear and set appropriate attributes.
It is recommended that the steps and Rules are appropriately , so that the skill is readable and easy to understand.
Use the Knowledge, Catalog and Skill context variables to refer to the search results. For more information on context variables, refer to Use Variables in Skills.