Build your bot conversation flow
After creating your bot, you can begin building its flow to manage how it interacts with users. Flow creation includes the following steps:
Setup flow triggers
Before building a flow, you need to create Intents and Utterances and train the bot to recognize them. This setup ensures that the bot can trigger the correct flows and respond appropriately.
Create Intent and Utterances:
An Intent is what the user wants to achieve, like "booking a ticket".
Utterances are the different ways a user might express that intent. For example, "I need to reserve a ticket", "Book a flight ticket for me", and "I want to book a ticket". For more detailed information on how to create Intents and Utterances, click here.
Prerequisite
Consider the following when creating Intents and Utterances:
- Environment: You should add intents or utterances only in a low-tier environment like Sandbox or Development.
Intent naming best practices:
Minimum number of characters for an intent name: 10
Minimum number of words: 10 (and unique)
Special characters or numbers: Not allowed
Duplicate intent names: Not allowed
Add auto-generated utterances
The platform can auto-generate utterances that are based on the intent you added. This helps the bot understand and respond to the different ways users might phrase the same request. For more details, click here.
Train Intent and Utterances
You need to train your bot after adding intents and utterances. If the bot is not trained with the intent, it will not understand user queries and display a fallback response. For multiple languages, you need to train the intents and utterances in multilingual and not Sentence encoder. For more detailed information, click here.
Verify intent confidence
For a bot to accurately trigger the desired flow, you need to verify the confidence level of the added intent. This involves checking whether the intent's confidence score aligns with the user's input, ensuring the correct flow is initiated. The expected minimum confidence score is 0.85. For more detailed information, click here.
Create bot flows
Once you have created Intents and Utterances, you can start building your bot's conversational flow. This involves connecting different nodes that represent the steps of the conversation. There are several ways to create a flow:
Create with AI Copilot
Create from template
Start from scratch
- You can add up to 150 nodes in a flow.
- There is no limit to create the number of flows in a bot.
Start node
The start node is an entry point for a bot to begin a conversation with the user. You can define a trigger point for a flow by selecting Intents, Entities, Event, or Page URL. Multiple trigger types can be added for a single flow. For detailed instructions, see how to configure each trigger type.
Connecting nodes
In the flow, each node represents a step. Start by clicking the starting point and connecting the appropriate nodes based on your use case.
Preview and test the bot
After creating the flow, you can preview and test how the bot will appear, function, and interact with users.
Publish the bot
After testing the flow, you can publish the bot to make it accessible to end users.
When you are publishing the changes from Sandbox to Staging, you do not need approver permission to approve it. But when you are publishing from Staging to Production, you need approver's permission. Only the super admin of the bot can approve the publish request.
Cancel publish request
If you wish to make changes to the current flow or bot, or if you have raised a publish request by mistake, you can cancel the publish request.
