There are two types of bots that are created by bot builders generic bots to handle basic user queries and use case specific bots. Based on the use case, each bot has different requirements which brings us to configuring the bot to address our use case. MyBOT provides the flexibility to design and configure your bots as per your requirement.
All bot level configurations that are generic as well as specific to a feature are covered in the configurations tab. This provides access to Voice, LIve chat, user feedback, languages, conversations, and general settings. All these features provide added functionality to a bot and thus help a bot owner improve conversational experience for bot users.
You can configure your bot by clicking on the Configure tab on your left panel. Ability to manage general configuration, conversations language and user feedback are available to all customers. Live chat configurations are added for customers on the Business plan and above. Voice functionality is a separate entitlement provided on request.
This provides all general configuration settings for the selected bot. This information is only visible to the bot owner. Only bot name is visible to the bot users.
- Bot Key Identifier: Unique identifier of the bot. This is useful in tracking the logs for a bot and all configurations are stored against this ID.
- Bot name: The name by which your bot will be displayed to the users. You can keep a name relevant to your use case. You can always modify the bot name.
- Bot Description: A brief description of the bot. This helps all the team members keep a track of the basic expectations from the bot.
- URL details (optional): a link to your website.
- Bot Timezone: This allows you to set a timezone for the bot and if you are requesting from the user the bot will take in time with respect to this timezone.
- Override Timezone: Enabling this allows the bot to override the timezone it gets from the user upon the bot’s set timezone(this setting is only available on website bot and messenger bot). This helps the bot maintain time context in bot user’s time zone.
- Welcome Path: Provides a link to navigate directly to the Welcome flow within “Paths”. This flow is triggered when a user interacts with the bot for the first time.
- Greeting Path: Provides a link to navigate directly to Greet Returning User flow within “Paths”. This flow is triggered when a bot user returns to interact with the bot. This path can also be used to send a message for general greetings like Hi, Hello, etc.
- Default Response Path: Provides a link to navigate directly to the Default Message flow within “Paths”. This will send a default reply to bot user in case no matched answer is found to a query.
Setting Related to the conversation of the Bot with the user is under the Conversations Tab.
- Show Related Matches: Enabling this setting will display existing queries which are related to the bot user’s query. For example, If there are multiple queries that are very similar to the user query the bot shows the related queries to the user’s query and these matches are shown in the form of a button by clicking on it the respected response is displayed.
- Prompt for showing related messages: Customisable messages to be displayed while showing related queries to bot users. Suppose our default message is “Did you mean to ask about any of the following?” you can change this message according to your own needs.
- Enable Contextual Responses: This setting allows the bot to maintain context during an ongoing conversation with a user. For example, if I ask the bot to tell me about MacBook Air it will provide me information about the MacBook Air and the next time I don’t need to say I want the price for MacBook Air I can just say price and the bot will understand the context. Only our Business and Enterprise plan customers would have access to the feature.
- Enable Small Talk: This setting will enable the bot to include “small talk” in its responses to the user. You don’t have to add every query to the bot, it is capable of handling small talks with the user by itself. For example, if the user says “How are you?” the bot replies “I’m doing very well. Thanks!”.
- Block Text Input for Send Message with Options: This setting will disable keyboard input when clickable options are shown to the bot user. This setting is available only for Website bots.
- Bot Response Delay Duration: To introduce a time delay between each message sent from the bot. Maximum delay between messages can be up to 3 seconds.
- Debug Mode: This is a standalone link to the bot which can be used to test the bot in real-time since all changes made in the bot will affect this link immediately. It also provides details about queries and responses which will help you train your bot better.
MyBOT has a feature where you can present your bot in multiple languages very easily. Users from all around the globe can use the chatbot and explore its functionality. Also, now you can leverage the NLP engine enhancements in multiple languages which we have added.
You can manage language settings by clicking on Configure and Navigating to Languages tab.
Benefits of localization
- You can now tag and associate FAQs to a particular language to better manage FAQs as well as use the NLP models specific for the language.
- Building different paths for different languages is not needed at all since now you can just build a single path/flow and add the strings for the different languages you are supporting.
- Similar to the user-facing messages for the respective languages, even the settings, and configurations would be managed by the language properties files. This includes, among others, the bot’s name itself, various messages for configurations like user feedback, other hard-coded messages like writing a message, etc. This will allow the user the option to customize these as well as have different messages in different languages which is difficult to do at the moment.
You have to Enable localization to use multiple language options.
Default language is set to English. The bot at any time would have one language which is selected as the default.
Steps for changing the default language:
- This default language can be changed by toggling the radio button for a particular language.
- There are two modes that are supported for changing the default language with different behaviors.
- The first option is where you can associate the existing FAQs of your bot to the new default language and copy over the missing strings of the original default language to the new one.
- The other mode doesn’t do any additional processing of the FAQs or strings and keeps them as is.
Note: This essentially becomes migrating from the old to the new default language and is recommended to be used especially for cases where the localization is set up for the first time and the language needs to be updated to the new one.
Note: You should make sure that all the necessary strings of your bot are added/updated for the default language as it may result in users seeing the keys in place of missing values.
5.1 Configuring a language
You can configure any language available in the dropdown menu. Once this feature is enabled, the string files are generated for all your paths as well as FAQs are set up to support this functionality.
After the setup is completed, you can see the screen where the languages are available. Also, the strings for the various paths and settings of the bots are also managed from this section.
The bot also has a default language which it uses to fallback for missing strings for other languages as well as for the FAQs/Intent lookups.
Once you have chosen the language select Download keys, a key file will be downloaded. Here you can see the names of your path and nodes used.
Once this has been done Upload the key file into the new language, a file uploaded successfully will appear
For details on how to manage languages in bot flow you can visit [link for languages page]
6. User Feedback
Alongside the Languages tab, there is a User Feedback tab. Under this, if you wish the bot to get feedback from the user regarding whether the answer was helpful or not you can enable it from here. The bot takes feedback after every query it answers. This is important to improve the quality of FAQs on the bot.
Request Feedback: Enable this for the feedback message.
Request Feedback Message: This is the prompt that is sent out to the user for the feedback which can be customized.
- Positive response:
- Option Text: This is the text of the option shown for the positive response from the user, you can also edit the text which you put out to the user.
- Path to Trigger: This is the path triggered after the user selects the positive response. You can add a path which you want to trigger for a positive response. By default, if you do not select any path the bot will only respond with a message saying “Thank you for your Feedback”.
- Negative response:
- Option Text: This is the text of the option shown for the negative response from the user, you can also edit the text which you put out to the user.
- Path to Trigger: This is the path triggered after the user selects the negative response. You can add a path which you want to trigger for a negative response. By default, if you do not select any path the bot will only respond with a message saying “Thank you for your Feedback”.
7. Live Chat
Live chat is a feature where a bot flow is switched off and a user directly interacts with an agent. This can be triggered on a user’s request or a bot admin can take over the communication to interact with the user. This improves user experience
- Agent Available Message: Customizable message that can be sent out to bot user when Live Chat is requested, and there is a live agent available immediately to take over the conversation.
- Agent Unavailable Message: Customizable message that can be sent out to bot user when Live Chat is requested, and there is no live agent available immediately to take over the conversation.
- Post Resolution Path: Provides a link to navigate directly to the Post Resolution flow within “Paths”. This flow is triggered as soon as a Live Chat session with an agent has ended.
- 4. Trigger Live Chat: This is the configuration to enable/disable Live Chat for the bot when the bot couldn’t answer the user’s query
If the user provides negative feedback then if this is enabled the live chat will be triggered.
- Live Chat Availability: This is the configuration to mark Live Chat agents as available/unavailable.
- Parallel Conversation: This is the number of parallel live chats that an agent can take from the select bot.
For Example: Let’s consider a support bot where the agent Aaron has six active chats from the bot. If a new chat request comes it will not be assigned to Aaron, since we have limited the maximum chats to six.
Engati includes several flavors of voice recognition to enable voice-driven interactions. These include using voice over Web, Mobile Widgets as well as on channels like Whatsapp. Voice support can also be extended beyond these traditional channels & interfaces to use cases like IVRs.
8.1 Setup – Voice Interactions
Engati enables end-2-end Voice Interactions and Whatsapp Voice Notes handling by enabling Integration with Google Voice. To Integrate, you would first need to generate your google service account credentials as a JSON file. The steps to generate the file are given below.
Open the IAM & Admin page in the GCP Console. Select your project and click Continue. In the left nav, click Service accounts. Look for the service account for which you wish to create a key, click the More more_vert button in that row, and then click Create key.
The key obtained in the above step shall be uploaded as shown in the image below.
Voice feature can be further configured by clicking on Deploy and Navigating to website bot. Go to Advanced and enable voice input and voice conversations.