Problem Statement: A Bot, in common, tends to show a common list of skills to all the roles of the User. This way all users are exposed to a varied set of skills meant only for specific roles. For example, a guest in a hotel cannot be exposed to the skills meant for the manager of the Hotel.
Opportunity: The Virtual Agent needs to identify the role of the user it is interacting with and show only a set of specific skills configured for the role of the User. The Virtual Agent need not expose any other skills of other roles, making the skill list more personalized based on the Target Audience.
Approach: We will now have support to provide a list of skills based on the User Role and the user actions like Welcome/What Can You Do, Abort/Exit, Fallback, Attribute Validation, & Transfer to Agent. The list of skills can also be customised which can be displayed based on the order, count, and type.
Let's understand how to grant permissions to users
Step 1 : Define the group and associate the Users
Under Bot Menu → Tenants → User management, click on Groups
Click on Create Group and enter Group name Luma Support Group with description
Check Permission and Support Group options to define the purpose of the group
A list of users will be displayed and select the User(s) to be associated with this group.
Step 2 : Configuring suggested skills for the group
Under Bot Menu → Configurations page. Click on the Suggested Skills tab.
Click on Welcome/What can you do to configure the skills to be suggested once Welcome or What can you do skill is triggered
Enter Bot response such as I'm sorry but I have not been trained to assist with your request when there is no skill created or permitted
Enter Bot Response like Please let me know how I can help you when there are no skills to suggest
Select the user role or persona in the Group field like Default Support Agents for which you would like to customize skill suggestions.
Customize Bot responses, that the user receives before the skill recommendations are presented. Example: I can help you with the following skills
Select Display Type. This defines if the suggestion should appear as Cards or Quick Replies.
Select Display Count. This defines the number of skills that can be added as suggestions for the group. A maximum of 10 skills can be added as Suggested skills.
Select the Display Order to define the order in which the skills should be displayed in conversation.
By Popularity: Sorts the skills by popularity i.e. most executed skill.
Custom: This allows the administrator to create a customized list.
Last Updated On: Sorts skills by Last updated date
Name [A-Z]: This is the default displayed order applied on the Skill list. It sorts the Skills by name in ascending order (A-Z).
Name [Z-A]: Sorts the Skills by name in descending order (Z-A).
Based on the Display Order, Skill List is populated.
All display orders (except Custom) are dynamic. The skill suggestions will update automatically with the latest data in your Bot and skills cannot be manually added to the list.
Choose Custom to manually add suggested skills
Click on Save to save the Suggested skill.
All the Skills under this group
Similarly, configure the skills to be suggested when Fallback, Abort/Exit, Attribute validation, and Transfer to Agent are Triggered.
Additional Resources
Visit the below Wiki Documentation for more information on:
Customize Skills Customize System Skills behavior.
Publishing Skill on Build and Publish
Provide permissions to users or groups at Permission