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Flow allows you to create multiple fallback scenarios for when the NLP engine fails to understand a message. The Unknown Trigger For creating fallback scenarios we provide a special trigger called   Unknown. Whenever the system receives a trigger it cannot match it will search for an Unknown trigger. Handing over to humans If you want to hand over a conversation to a human agent, you can do this by using the   takeover action   in   cloud code.     Auto Pause When a human agent sends a message using the Chat app the NLP engine is paused automatically. You can set the number of minutes before the bot is activated again using the project settings. The NLP engine also automatically pauses when there a messages being sent by moderators on Channels like Facebook Messenger. For example: when an employee uses the Facebook for business app to send replies. Example Scenarios Standalone AI Assistants Add a new flow Start with the trigger Unknown Add a Text reply with the message:   Sorry I don't know about that yet Customer service     Add a new flow Start with the trigger Unknown Add a Text reply with the message:   Thank you, one of our service operators will be here shortly Drag and drop an action with Takeover Drag and drop an action with Pause bot Customer service, double tap     Add a flow Start with the trigger Unknown Add a Text reply with the message:   Could you please rephrase the question Add another the Unknown trigger below the reply message Add a Text reply with the message:   Thank you, one of our service operators will be here shortly Drag and drop an action with Takeover Drag and drop an action with Pause bot Read more on Handover actions:  Chatbot Handoff How to nail the bot to human handoff How pausing and resuming works with Front How to implement Push Notification How to hand over to a human agent Send text versus trigger event Trigger the bot from within Front
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by Khoros Staff Khoros Staff Jun 19, 2021
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The Payload list/button support for WhatsApp enhances the user experience for the end-users.  It helps to create preset options for the users who are seeking instant consultation over WhatsApp. The users can choose from the available options, this eases the process by reducing the typing effort for the end-users. This also curates the inputs that are sometimes not recognized by the bot.  Implementing the Payload support for WhatsApp also helps to retain and retrieve the customer resolution histories, if required. To implement payload list/ button support for WhatsApp, ensure that you have integrated WhatsApp.  Create Payload List Support for WhatsApp In a Flow, create a Trigger Event . In the Replies section, drag List and create List Items for the list. Update the following for List Items: Note:    You can add multiple lists and list items. To avoid errors, ensure that the text length in the field is in-inline with WhatsApp/ Facebook restrictions . You can see the error messages in the Notification section.  List Fields  Description Header Type   Select a reply format (text, image, video, or document).  This is set to None, by default.  Header Value Enter a List name that broadly defines the list. Note: You should select a header type in order to enter a value. Body Enter additional information about the list or customer concerns that must be addressed. Section Title Enter section name that broadly defines the list options. List Item Title Enter option names for the customers.  List Item Description Enter additional information to describe the option.  List Item Type Select the list type:  Send Text Value- To send a text reply.  Trigger Event- To trigger another event. Value or Event Depending on your selection in the above field: Enter the text reply for Send Text Value. Select an event for Trigger Event.  Note: The event needs to be created first.  PARAMS (Optional) Enter the Label and Value.  This information is archived in the database with the label and value for future retrieval. The default use case is using param in bot conditions. Button Text Enter final call to action for the customers, once the customer chooses from the list options. Footer (Optional) Enter additional information or announcements, if any.    Create Payload Button Support for WhatsApp In a Flow, create a Trigger Event . For the Replies section, add Buttons . Update the following for Button options: Note:    You can add multiple lists and list items. To avoid any errors, ensure that the text length in the field is in-inline with the WhatsApp/ Facebook restrictions. You can see the error messages in the Notification section.  List Fields  Description Header Type (Optional) Select a reply format (text, image, video, or document).  This is set to None, by default.   Header Value Enter a Button name that broadly defines the list. Note: You should select a header type in order to enter a value. Body Enter additional information about the list or customer concerns that must be addressed. Button Title Enter option name for the customers.  Button Type Select the button type:  Send Text Value- To send a text reply.  Trigger Event- To trigger another event.  Button Value Depending on your selection in the above field: Enter the text reply for Send Text Value. Select an event for Trigger Event.  Note: The event needs to be created first PARAMS  Enter the Label and Value.  This information is archived in the database with the label and value for future retrieval.  Footer Enter additional information or announcements, if any.   Separate list section items/ button options should have different Text Values or Trigger Events in order to provide distinct resolutions for the options selected by the end-users. 
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by Khoros Staff Khoros Staff Nov 19, 2021
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Intents help to classify the user utterance. Whenever a user utterance matches the confidence threshold of an existing intent, it triggers that intent. However, if the user utterance does not match with any of the existing intent with the required confidence, it triggers the Unknown . If it matched with the Unknown , it will add the user utterance to the suggested training examples for intents that are similar to it. Flow designers can add additional training examples to the intents.  You can choose to add or remove these training data to the intent. These training examples further help to improve the NLP and overall performance of the bot.    To know more about Flow Intents, see Natural Language Processing .  Before you begin, ensure that you enable the following settings for the flow:  Select the applicable flow.  Click on the settings and click on the Languages from the menu.  Check the Enable Training Assistance option.  Add unknown examples to the Unknown Create a Flow with an Unknown trigger.  Add a reply text for unknown user inputs.  Click on the Intent tab from the left-side panel.  Open the unknown System Intent .  Click Add Examples to add the unknown suggestions.  You can view the user utterance examples that matched the intents below the threshold for the last 30 days only.  In case the same example is matched with two different intents, you can select to add the training example only to one of the intent. 
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by Khoros Staff Khoros Staff Feb 5, 2022
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The new Comment feature within the Flow project creates a seamless experience for the Flow users to collaborate and communicate project-level information. Comments can be used to provide suggestions, ask questions, notify project-related updates, etc. within the Flow project. The use of comments reduces the internal support effort, and confusion. All Flow users can add comments. Adding comments does not change the behaviour of the Flow. Comments are presented in a list format based on the hierarchy of the triggers and replies. The author of the comment is identified by the Flow username and avatar. Adding a comment You can add comments to triggers, reply actions, and flows.  Note: You cannot add comments to delays and conditions. Select the trigger or reply action. Click the Comment tab  Click Add comment Enter the message Click Comment Triggers and Replies that have comments attached to them are marked with a comment icon. A user can also click on the comments icon in the bottom right. This would select the trigger and automatically open the comments tab in the sidebar.   Replying to a comment You can reply to any comment including your own comments. Select the comment Enter the reply text in the Add reply to comment field.  Click Comment Editing a comment  You can only edit your own comments.  Click the vertical ellipsis for the comment.  Click Edit Enter the new comment. Click Save   Removing a comment You can only remove the comments that have been created by you.  Click the vertical ellipsis for the comment.  Click Remove           Note: Flow users with Owner permissions can delete comments by other users.  Versions Like any other information associated with project versions, comments are part of the project. Promoting a project from draft to development, performing rollback, and exporting a project will include all the existing comments.  Note: When you promote a project from Development to Production, all comments will be hidden.  Read more about Flow Versions . Grouped comments When viewing comments inside the Comments tab of the Flow, all individual comments are grouped by their associated trigger or reply action. If a trigger or a reply is removed at any point the time, all associated comments will move to the Unassociated group. Group comments for a trigger or replies are sorted by oldest creation date first.        
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by Khoros Staff Khoros Staff Jun 24, 2022
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