{"id":2057,"date":"2022-03-23T08:16:29","date_gmt":"2022-03-23T08:16:29","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=2057"},"modified":"2022-03-23T08:16:29","modified_gmt":"2022-03-23T08:16:29","slug":"flow-designer-components","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/flow-designer-components\/","title":{"rendered":"Experience Flow Nodes"},"content":{"rendered":"<h2><span class=\"ez-toc-section\" id=\"IVR_Menu\"><\/span>IVR Menu<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>An IVR menu node allows creation of a standard IVR menu that can be presented to customers during inbound calls. Adding this node helps route the customer to the relevant call experience based on the key they input.<\/p>\n<p>For example, pressing \u20181\u2019 will route the customer to the order update flow, pressing \u20182\u2019 will execute the order cancellation flow, and so on.<\/p>\n<ul>\n<li>Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name.<br \/>\n<\/strong><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GS-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4444 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GS-1.png\" alt=\"\" width=\"320\" height=\"97\" \/><\/a><\/li>\n<li>Set up the message that will be played to the customer. Select one of the following options for choose your message type:\n<ul>\n<li><strong>Text to speech:<\/strong> To transcribe from text to speech. You need to type the text to be transcribed in the textbox or select an already configured message.<\/li>\n<li><strong>Audio:<\/strong> To upload an audio file with your message recorded.<br \/>\n<strong>Note:<\/strong> .mp3 and .wav formats are only supported for audio files.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Link:<\/strong> To provide a link to an audio file that will be played.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/choose-msg-type-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4447 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/choose-msg-type-1.png\" alt=\"\" width=\"254\" height=\"144\" \/><\/a><\/li>\n<li>Create a new prompt message to be played out for the <strong>Text to Speech <\/strong>message type by clicking<strong> + Create New.<\/strong><\/li>\n<li>Define multiple message types for the prompt message to be played to the customer by clicking <strong>+ Add Another<\/strong>. In this case, one message will be randomly selected and played during runtime.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/your-message-user-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4450 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/your-message-user-1.png\" alt=\"\" width=\"296\" height=\"253\" \/><br \/>\n<\/a><\/li>\n<li>When you select <strong>Audio File<\/strong>, you can type a new message to be played to the customer in the text field or click <strong>+ Upload New<\/strong> to upload an audio file (.mp3 or .wav format) with the message to be played.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/message-type-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4453 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/message-type-1.png\" alt=\"\" width=\"296\" height=\"120\" \/><\/a><\/li>\n<li>When you select <strong>Link<\/strong>, click <strong>+ Create New<\/strong> to add the text of the message you want to play to the customer and insert the URL of the audio message.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-link-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4456 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-link-1.png\" alt=\"\" width=\"278\" height=\"120\" \/><\/a><\/li>\n<li>Click <strong>+ Add Another<\/strong> to add another message URL.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-another-3-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4459 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-another-3-1.png\" alt=\"\" width=\"288\" height=\"189\" \/><\/a><\/li>\n<li>Enable or disable<strong> Barge In<\/strong>.\n<ul>\n<li>Enabling <strong>Barge In<\/strong> lets the customer provide their input before the prompt has finished playing.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/barge-in-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4462 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/barge-in-1.png\" alt=\"\" width=\"330\" height=\"88\" \/><\/a><\/li>\n<li>Disabling the <strong>Barge In<\/strong> option prevents the customer from keying in their input before the prompt has finished playing.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/disable-bargein-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4465 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/disable-bargein-1.png\" alt=\"\" width=\"317\" height=\"94\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li>Click the <strong>Custom Exits<\/strong> icon to add one or more custom exit points for the contact flow.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4468 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-1.png\" alt=\"\" width=\"331\" height=\"237\" \/><\/a>For this, select the digit\/key and the node from the dropdown to which it needs to be mapped. For example, when you select \u2018<em>1<\/em>\u2019 and \u2018<em>Run Automation\u2019<\/em>, this will redirect to the <strong>Run automation<\/strong> node when the input &#8216;<em>1&#8242;<\/em> is keyed in.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-node-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4471 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-node-1.png\" alt=\"\" width=\"520\" height=\"299\" \/><\/a><\/li>\n<li>You can add multiple custom exits by clicking <strong>+ Add Another<\/strong> and selecting the required digit and the node.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-addanother-1.png\">\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 <img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4474 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-addanother-1.png\" alt=\"\" width=\"311\" height=\"338\" \/><\/a><\/li>\n<li>Click the <strong>Timeout<\/strong> icon to set up the timeout flow with the following fields:\n<ul>\n<li><strong>TimeOut<\/strong>: Type the wait time in seconds after which a timeout event will occur.<\/li>\n<li><strong>Your Message to User<\/strong>: For <strong>Choose your message type<\/strong> select an option from <em>Text to Speech, Link, or audio<\/em>; then, type the message, upload an audio file (.mp3 and .wav formats are only supported for audio files), or provide a URL to the error message to be played out to the customer when a timeout event occurs.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-choosemsg-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4477 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-choosemsg-1.png\" alt=\"\" width=\"320\" height=\"344\" \/><br \/>\n<\/a><\/li>\n<\/ul>\n<\/li>\n<li>Set the value for<strong> Advanced Control <\/strong>&gt; <strong>Number of Tries<\/strong> by typing the maximum number of retries or the allowed limit for a customer to key in the input.<\/li>\n<li>Set the value for<strong> Advanced Control <\/strong>&gt; <strong>Action after Exceeding Retries <\/strong>by selecting the node to direct the flow after a timeout has occurred.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-timeout-e1654578380171.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1911 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ivr-menu-timeout-e1654578380171.png\" alt=\"\" width=\"309\" height=\"495\" \/><\/a><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Configure_Error_Handling\"><\/span>Configure Error Handling<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Click the <strong>Error Handling<\/strong> icon and define the following fields that determine how system errors will be handled during runtime:<\/p>\n<ul>\n<li><strong>Your Message to User: <\/strong>Choose the message type from <em>Text to Speech, Link, or audio<\/em>; then, type the message, upload an audio file (mp3 and .wav formats are only supported for audio files), or provide a URL to the error message that will be played out to the customer when a system error occurs.<\/li>\n<li><strong>Action<\/strong>: Select the node to which you want to direct the error handling flow and define the system behavior.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-handling-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4480 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-handling-1-1.png\" alt=\"\" width=\"275\" height=\"330\" \/><\/a><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Configure_Wrong_Input_Flow\"><\/span>Configure Wrong Input Flow<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li>Define the error handling flow for <strong>Wrong Input<\/strong> where the customer types in the wrong input during the IVR. The following field can be configured:<\/li>\n<li>Under<strong> Advanced Control<\/strong> &gt; <strong>Number of Tries<\/strong>, type the maximum number of retries or the allowed limit for a customer to key in the correct input.<\/li>\n<li>Under <strong>Advanced Control<\/strong> &gt; <strong>Action after Exceeding Retries<\/strong>, select the node to direct the flow after the wrong input retries have exceeded.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/wrong-input-text-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4483 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/wrong-input-text-1.png\" alt=\"\" width=\"299\" height=\"381\" \/><\/a><\/p>\n[\/vc_column_text]<div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"IVR_Digit_Input\"><\/span>IVR Digit Input<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">IVR Digit Input node records\u00a0 a non-menu interaction. It is used during dynamic interactions where a contact needs to provide the input like a phone number to proceed further. You can configure the condition for receiving the input, the action if the condition is satisfied (success flow), the timeout value in seconds for the contact\u2019s response\/input, and the error-handling use cases.<\/span><\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name<\/strong>.<\/p>\n<p>2. Set up the message that will be played out to the customer with the same steps as IVR Menu.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/IVR-Digit.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3880 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/IVR-Digit.png\" alt=\"\" width=\"295\" height=\"279\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">3. Click the <\/span><b>Condition icon<\/b><span style=\"font-weight: 400\"> to define the input conditions, by providing values for the following fields:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Maximum length of digit: <\/b><span style=\"font-weight: 400\">Define the limit for the number of digits a customer can input after which the conditional message is played out.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Ending Keypress<\/b><span style=\"font-weight: 400\">: Define the key to delimit or indicate the end of the customer\u2019s input. For e.g., when \u201c#\u201d is pressed, it indicates the customer has completed keying in their input.<\/span><\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Ivrdig2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2494 aligncenter\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Ivrdig2.png\" alt=\"\" width=\"301\" height=\"187\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Ivrdig2.png 313w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Ivrdig2-300x187.png 300w\" sizes=\"(max-width: 301px) 100vw, 301px\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">4. Define the <\/span><b>On success<\/b><span style=\"font-weight: 400\"> flow by selecting a node from the\u00a0 <\/span><b>Action <\/b><span style=\"font-weight: 400\">dropdown list. The flow is directed to the selected node from the current node if a condition is satisfied.<\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/ivrdIG3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2495 aligncenter\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/ivrdIG3.png\" alt=\"\" width=\"257\" height=\"280\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/ivrdIG3.png 327w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/ivrdIG3-276x300.png 276w\" sizes=\"(max-width: 257px) 100vw, 257px\" \/><\/a><\/p>\n<p>5. Set up the <strong>Timeout<\/strong> flow by defining the following fields:<\/p>\n<ul>\n<li><strong>TimeOut:<\/strong> Type the wait time in seconds after which a timeout event will occur.\n<ul>\n<li><strong>Your Message to User: <\/strong>For <strong>Choose your message type<\/strong> select an option from <em>Text to Speech, Link, or audio<\/em>; then, type the message, upload an audio file ( .mp3 and .wav formats are only supported for audio files), or provide a URL to the error message to be played out to the customer when a timeout event occurs.<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/iVRDIG4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2496 aligncenter\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/iVRDIG4.png\" alt=\"\" width=\"263\" height=\"281\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/iVRDIG4.png 319w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/iVRDIG4-281x300.png 281w\" sizes=\"(max-width: 263px) 100vw, 263px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>6. Under<strong> Advanced Control<\/strong> &gt; <strong>Number of Tries<\/strong>, type the limit for maximum number of retries allowed for a customer to key in the input.<\/p>\n<p>7. Under <strong>Advanced Control<\/strong> &gt; <strong>Action after Exceeding Retries, <\/strong>select the node to direct the flow after a timeout has occurred.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/advanced-control-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4486 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/advanced-control-1.png\" alt=\"\" width=\"284\" height=\"167\" \/><\/a><\/p>\n<p>8. <span style=\"font-weight: 400\">To see the configurations for error handling and Wrong input flow, see <\/span><a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Wrong_Input_Flow\">Configure Wrong Input Flow<\/a>\u00a0and <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">Configure Error Handling<\/a>\u00a0 of IVR Menu. These configurations determine how system errors will be handled during runtime.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conversational_Input\"><\/span>Conversational Input<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">This node is an equivalent of a bot automation interaction for an IVR key input. Based on the open-ended input provided by the customer for a welcome message or prompt from a Bot, and the use cases defined for the Bot, the interaction flow is handled.<\/span><\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name<\/strong>.<\/p>\n<p>2. Set up the message that will be played out to the customer by following the <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#IVR_Menu\">steps\u00a0 in IVR Menu<\/a>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/conversational-input-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4489 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/conversational-input-2.png\" alt=\"\" width=\"285\" height=\"326\" \/><\/a><\/p>\n<p>3. Under<strong> Choose your Bot<\/strong>, select an option from the dropdown list to link the conversational input to a Virtual Assistant that has the intent-based use cases configured for the experience.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/UseCases.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3884 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/UseCases.png\" alt=\"\" width=\"302\" height=\"308\" \/><\/a><\/p>\n<p>4. Under<strong> Usecase Collection,<\/strong> select <strong>Yes, I want to override configuration <\/strong>option to override the (call experience\/chat experience) flow for an existing use case that has been configured on SmartAssist.<\/p>\n<p>5. Type the use case you want in the <strong>Search Use case to Override <\/strong>text field.<\/p>\n<p>6. <strong>Intent branches<\/strong> : Based on user utterance you can configure a node in the <strong>Add Intent branch<\/strong> drop-down.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Intent.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3887 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Intent.png\" alt=\"\" width=\"285\" height=\"324\" \/><\/a><\/p>\n<p>7. Set up the <strong>Timeout<\/strong> flow by defining the following fields:<\/p>\n<ul>\n<li><strong>TimeOut:<\/strong> Type the wait time in seconds after which a timeout event will occur.\n<ul>\n<li><strong>Your Message to User: <\/strong>For <strong>Choose your message type<\/strong> select an option from <em>Text to Speech, Link, or audio<\/em>; then, type the message, upload an audio file (.mp3 and .wav formats are only supported for audio files), or provide a URL to the error message to be played out to the customer when a timeout event occurs.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Timeout.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3890 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Timeout.png\" alt=\"\" width=\"304\" height=\"373\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>8. Under<strong> Advanced Control<\/strong> &gt; <strong>Number of Tries<\/strong>, type the limit for maximum number of retries allowed for a customer to key in the input.<\/p>\n<p>9. Under <strong>Advanced Control<\/strong> &gt; <strong>Action after Exceeding Retries, <\/strong>select the node to direct the flow after a timeout has occurred.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/advanced-control-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4492 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/advanced-control-2.png\" alt=\"\" width=\"311\" height=\"183\" \/><\/a><\/p>\n<p>10. Click the <strong>Error Handling<\/strong> icon and <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">follow the steps<\/a> to define the fields that will determine how system errors will be handled during runtime.<\/p>\n<p style=\"text-align: center\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Error-Handling.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3893\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Error-Handling.png\" alt=\"\" width=\"278\" height=\"324\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: On the flow design canvas, you can move the interaction flow start node to the Conversational Input node if you want it to be the start of the interaction flow.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Message_Prompt\"><\/span>Message Prompt<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>It effectively plays out a message you\u2019ve set up during the message configuration. This could be used in multiple use cases like an automated response to the contact, filler message while the contact is waiting for an agent, and more.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name<\/strong>.<\/p>\n<p>2. Set up the message to be played out to the customer with same <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#IVR_Menu\">steps as IVR Menu.<\/a><\/p>\n<ul>\n<li><strong>Choose your message<\/strong> <strong>type<\/strong>: Select <em>Text to Speech <\/em>and type the text to be converted to speech.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/mp-gen-settings-e1654580012813.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1936 size-full aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/mp-gen-settings-e1654580012813.png\" alt=\"\" width=\"287\" height=\"371\" \/><\/a><\/li>\n<li><strong>Choose your message<\/strong> <strong>type<\/strong>: Select <em>Audio File<\/em> and upload the audio file with the message to be played.<br \/>\n<strong>Note:<\/strong> .mp3 and .wav formats are only supported for audio files.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-audio-file-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4496 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-audio-file-2.png\" alt=\"\" width=\"595\" height=\"208\" \/><\/a><\/li>\n<li><strong>Choose your message type<\/strong>: Select <em>Link\u00a0<\/em>and provide the URL of the audio message to be played.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Run_Automation\"><\/span>Run Automation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node is a subset of the <strong>conversation input<\/strong> node and helps run a specific dialog that you have built out on your Bot.<\/p>\n<p>To configure <strong>Run Automation<\/strong>, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/run-automation-1-e1654580126620.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1941 size-full aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/run-automation-1-e1654580126620.png\" alt=\"\" width=\"275\" height=\"305\" \/><\/a><\/p>\n<p>2. Select an option from the dropdown list for <strong>Choose your Bot<\/strong> to enable the automation functionality for a specific use case configured in the Bot.<\/p>\n<p>3. Click the<strong> Use case Collection icon <\/strong>and select a value for<strong> Choose a Usecase <\/strong>to run the automation based on the use case definition.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RunAuto.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3896 size-medium aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RunAuto.png\" alt=\"\" width=\"300\" height=\"232\" \/><\/a><\/p>\n<p>4. Click the<strong> On Success\/On Failure Settings <\/strong>icon and select the action from the dropdown list for the following:<\/p>\n<ul>\n<li><strong>On success <\/strong>to define how the Virtual Assistant will handle the success interaction scenario from the backend.<\/li>\n<li><strong>On Failure <\/strong>to define how the Virtual Assistant will handle the failure interaction scenario from the backend.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RunAuto_Succ_Fail.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3899 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RunAuto_Succ_Fail.png\" alt=\"\" width=\"249\" height=\"352\" \/><\/a><\/li>\n<\/ul>\n<p>5. Click the <strong>Error Handling<\/strong> icon and follow these <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps to configure error handling flows<\/a> during runtime for <strong>Run Automation<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/run-automation-save-e1654580362732.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1946 size-full aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/run-automation-save-e1654580362732.png\" alt=\"\" width=\"283\" height=\"448\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Go_To_Flow\"><\/span>Go To Flow<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node helps navigate from the parent to a target flow that is already built in a specific part of the customer interaction.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>Custom Name<\/strong>.<\/p>\n<p>2. In the <strong>Transfer To<\/strong> section, select the target flow name from the dropdown list under <strong>Choose a flow <\/strong>to transfer the conversation to this flow.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GTF-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4499 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GTF-1.png\" alt=\"\" width=\"300\" height=\"250\" \/><\/a><\/p>\n<p>3. Click the <strong>Error Handling<\/strong> icon and follow these<a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\"> steps for system runtime error handling<\/a> for the <strong>Go to Flow<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GTF-error-e1654580482467.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1949 size-full aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/GTF-error-e1654580482467.png\" alt=\"\" width=\"322\" height=\"499\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Split\"><\/span>Split<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This component enables you to split your incoming calls based on the defined conditions to reduce inbound traffic. These conditions use context variables that define the scope of usage in the dialog task and intent transition conditions.<\/p>\n<p>The syntax for defining a context variable is:<\/p>\n<pre>context.<em>contextvariable<\/em>.&lt;&lt; context variable name &gt;&gt;<\/pre>\n<p>For example, <em>intent<\/em> is a context variable that defines the customer\u2019s intent for a dialog. This variable can be defined in the condition as:<\/p>\n<pre>context.intent.&lt;&lt; intent name &gt;&gt;<\/pre>\n<p>Learn more about context variables <a href=\"https:\/\/developer.kore.ai\/docs\/bots\/bot-builder-tool\/dialog-task\/context-object\/\">here<\/a>.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings <\/strong>icon and provide the <strong>custom name<\/strong>.<\/p>\n<p>2. Define the <em>IF\/IF-ELSE <\/em>conditions using context variables, and the AND\/OR operator under <strong><em>Execute those branches where condition matches<\/em><\/strong>.<\/p>\n<p>3. Select an option for <strong>Action<\/strong> and type the <strong>Branch Name<\/strong> value in the text field to route the customer logic to this branch.<\/p>\n<p><a ref=\"magnificPopup\" href=\"\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/split-image-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4502 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/split-image-1.png\" alt=\"\" width=\"282\" height=\"372\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/split-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4505 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/split-2-1.png\" alt=\"\" width=\"286\" height=\"446\" \/><\/a><\/p>\n<p>4. Click the <strong>Error Handling<\/strong> icon and follow the <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps for system runtime error handling<\/a> for <strong>Split<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-handling-4-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4508 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-handling-4-1.png\" alt=\"\" width=\"300\" height=\"272\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/action-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4511 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/action-1-1.png\" alt=\"\" width=\"260\" height=\"201\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Check_Business_Hours\"><\/span>Check Business Hours<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node is used to select the working hours and decide the next Action node in case of Inside working hours and Outside working hours. You can also handle any system errors.<\/p>\n<p>To configure <b>Check Business Hours<\/b>, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>custom name<\/strong>.<\/p>\n<h2><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckBzhrs.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3902 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckBzhrs.png\" alt=\"\" width=\"288\" height=\"432\" \/><\/a><\/h2>\n<p>2.\u00a0 Under <strong>Hours of Operation<\/strong>, select the hours of operation from the drop-down. <strong>Default Hours of Operation<\/strong> is auto created.<\/p>\n<p>3. For <strong>Inside working hours<\/strong>, you can define success path <span style=\"font-weight: 400\">by selecting a node from the\u00a0 <\/span><b>Action <\/b><span style=\"font-weight: 400\">dropdown list. The flow is directed to the selected node from the current node if a condition is satisfied. Similarly for <strong>Outside working hours<\/strong>, you can define the path by selecting a node from Action dropdown.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckBz1.png\"><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3905 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckBz1.png\" alt=\"\" width=\"499\" height=\"321\" \/><\/a><\/p>\n<p>4.\u00a0 Click the <strong>Error Handling<\/strong> icon and follow these <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps<\/a> to define how system errors for CheckBusinessHours will be handled during runtime.<\/p>\n<h2 style=\"text-align: center\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ERROR.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3908 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ERROR.png\" alt=\"\" width=\"364\" height=\"451\" \/><\/a><\/h2>\n<h2 style=\"text-align: left\"><span class=\"ez-toc-section\" id=\"Check_Agent_Availability\"><\/span>Check Agent Availability<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node is used to check agent availability based on the skillset and decide the next Action node in case of available agent and unavailable agent. You can also handle any system errors.<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the <strong>Custom Name<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgent1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3911 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgent1.png\" alt=\"\" width=\"291\" height=\"420\" \/><\/a><\/p>\n<p>2.\u00a0 In<strong> Choose Skills<\/strong> drop-down, select the specific skills for the agent.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgent2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3914 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgent2.png\" alt=\"\" width=\"311\" height=\"444\" \/><\/a><\/p>\n<p>3. Select he check box ,<strong> Check for specific agent or agent groups <\/strong>to\u00a0search for specific agents or groups in the text field.<\/p>\n<p>4. Under <strong>Output<\/strong>, \u00a0you can define success path <span style=\"font-weight: 400\">by selecting a node in <strong>Action <\/strong>drop-down for &#8216;<strong>if an agent is available&#8217; <\/strong>option<\/span><span style=\"font-weight: 400\"><strong>.<\/strong> The flow is directed to the selected node from the current node if the condition is satisfied. Similarly for &#8216;<\/span><span style=\"font-weight: 400\"><b>if an agent is unavailable&#8217;<\/b>, you can define the path by selecting a node from <strong>Action<\/strong> dropdown.<\/span><\/p>\n<p style=\"text-align: center\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAg3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-3917 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAg3.png\" alt=\"\" width=\"300\" height=\"248\" \/><\/a><\/p>\n<p style=\"text-align: left\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAg4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3920 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAg4.png\" alt=\"\" width=\"533\" height=\"311\" \/><\/a><\/p>\n<p>5. Click the <strong>Error Handling<\/strong> icon and follow these <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps<\/a> to define how system errors for CheckAgentAvailability will be handled during runtime.<\/p>\n<h2><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgError.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3923 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CheckAgError.png\" alt=\"\" width=\"336\" height=\"421\" \/><\/a><\/h2>\n<h2><span class=\"ez-toc-section\" id=\"Agent_Transfer\"><\/span>Agent Transfer<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node is used to explicitly transfer control from an existing contact flow to a live agent based on the trigger defined by the user.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings<\/strong> icon and provide the value for the <strong>custom name<\/strong>.<\/p>\n<p>2. Configure the message to be played to the customer with the same <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#IVR_Menu\">steps as <strong>IVR Menu<\/strong><\/a>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-transfer-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4517 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-transfer-1-1.png\" alt=\"\" width=\"322\" height=\"386\" \/><\/a><\/p>\n<ul>\n<li><strong>Choose your message type<\/strong>: Select <em>Text to Speech <\/em>and type the message to be converted to speech.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/TTS-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4520 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/TTS-1-1.png\" alt=\"\" width=\"323\" height=\"379\" \/><\/a><\/li>\n<li><b>Choose your message type<\/b>: Select <i>Audio File<\/i> and upload the required file to be played.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-audio-file-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4523 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-audio-file-1-1.png\" alt=\"\" width=\"835\" height=\"284\" \/><\/a><strong>Note:<\/strong> .mp3 and .wav formats are only supported for Audio files.<\/li>\n<li><b>Choose your message type<\/b>: Select <i>Link<\/i> and provide the URL of the audio to be played.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-link-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4526 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-link-1-1.png\" alt=\"\" width=\"331\" height=\"258\" \/><\/a><\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>3. In the <strong>Transfer to Agents <\/strong>section, select the <em>Skills<\/em> from the list to define the routing logic that directs the customer to a specific agent with the skill(s).<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AgentTrans1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3927 size-medium aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AgentTrans1.png\" alt=\"\" width=\"290\" height=\"300\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: Adding skills under <b>Choose Skills<\/b> is highly recommended; while the <i>Default SkillGroup<\/i> and <i>Default Skill<\/i> options appear.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>4. Select\u00a0 \u201c<strong><em>No, I want to override with adding specific Agents or Agent Groups<\/em><\/strong><em>\u201d<\/em> option to route the transfer to a specific agent\/agent group by overriding the existing skills. For this, type the <strong>Agent\/Agent Group<\/strong> in the text field or select an option from the suggested list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AgTrans2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-3930 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AgTrans2.png\" alt=\"\" width=\"282\" height=\"300\" \/><\/a><\/p>\n<p>5. Click the<strong> Waiting Experience <\/strong>icon to configure.<\/p>\n<ul>\n<li>The customer\u2019s <strong>Waiting Experience <\/strong>for the current <strong>Agent Transfer<\/strong> flow. You have a <strong>Default Waiting Experience<\/strong> or click the <strong>Override<\/strong> icon to replace the default value.<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-Exp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2502 aligncenter\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-Exp.png\" alt=\"\" width=\"403\" height=\"225\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-Exp.png 592w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-Exp-300x168.png 300w\" sizes=\"(max-width: 403px) 100vw, 403px\" \/><\/a><\/li>\n<\/ul>\n<p>6. Click the <strong>Error Handling<\/strong> icon and follow these <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps<\/a> to define how system errors for agent transfer will be handled during runtime.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/at-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4529 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/at-1-1.png\" alt=\"\" width=\"341\" height=\"423\" \/><\/a><\/p>\n<ul>\n<li><b>Choose your message type<\/b>: Select <i>Text to Speech<\/i> and type the text to be converted.<\/li>\n<li>Select <i>Audio file<\/i> and select the audio file to be played.<br \/>\n<strong>Note:<\/strong> .mp3 and .wav formats are only supported for audio files.<\/li>\n<li>Select <i>Link<\/i> and provide the URL of the audio message to be played.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Script_Task\"><\/span>Script Task<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node allows the user to define a script for processing any context variables or other variables that are used in building the contact flow. The user can use the <em>JavaScript<\/em> editor to develop the script.<\/p>\n<p><strong>Important Note:<\/strong><\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li style=\"list-style-type: none\">\n<ul>\n<li>Form data cannot be manipulated using a script.<\/li>\n<li>The script node does not support creating a step in the flow. This has to be explicitly designed on the canvas.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the<strong> General Settings icon <\/strong>and provide a value for <strong>Custom Name.<\/strong><\/p>\n<p>2. Under<strong> Define a Script<\/strong>, input the script you want to run in the <em>JavaScript<\/em> window.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/script-task-e1654585174382.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1970 size-full\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/script-task-e1654585174382.png\" alt=\"\" width=\"325\" height=\"406\" \/><\/a><\/p>\n<p>3. Click the <strong>Action icon<\/strong> below <strong>General Settings<\/strong> and set up the <strong>On Success<\/strong> and<strong> On Failure<\/strong> options.<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>\u00a0<\/strong>For<strong> On Success,<\/strong> select an option for <strong>Action <\/strong>(to define how the Bot entity will handle the scenario from the backend) and the designated node for that action if the script provided by the user runs successfully.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/script-task-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4533 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/script-task-1-1.png\" alt=\"\" width=\"285\" height=\"312\" \/><\/a><\/li>\n<li>For <strong>On Error,<\/strong> select an option for <strong>Action <\/strong>(to define how the Bot entity will handle the scenario from the backend) and the designated node for that action if the script provided by the user fails during execution.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/on-error-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4536 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/on-error-1-1.png\" alt=\"\" width=\"298\" height=\"325\" \/><br \/>\n<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Connect_to_API\"><\/span>Connect to API<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node lets the user make synchronous or asynchronous requests using the <em>SOAP<\/em> or <em>REST API<\/em> calls.<\/p>\n<p>The user can query or get information from an external system by defining the service request that includes defining the APIs and passing the parameters.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Provide a <em>custom name<\/em> in the <strong>General Settings\u00a0<\/strong>section.<\/p>\n<p>2. Select a value for <strong>Type<\/strong> from the following options:<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>REST<\/strong>: A REST API conforms to the constraints of REST architectural style and allows for interaction with RESTful web services.<\/li>\n<li><strong>SOAP<\/strong>: A SOAP API uses the Simple Object Access Protocol (SOAP) which is a messaging protocol for interchanging data in a decentralized and distributed environment.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/connect-to-api-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4539 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/connect-to-api-1.png\" alt=\"\" width=\"300\" height=\"194\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>3. Select a value for <b>Integration Type<\/b> from the following options:<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li style=\"list-style-type: none\">\n<ul>\n<li><b>Synchronous<\/b>: The API returns resources, data, or services for a request immediately.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/integration-type-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4542 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/integration-type-1.png\" alt=\"\" width=\"276\" height=\"71\" \/><\/a><\/li>\n<li><b>Asynchronous<\/b>: The API returns resources, data, or services for a request at a later time based on the number of seconds you select (default selection is 20 seconds).<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/asynchronous-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4545 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/asynchronous-1.png\" alt=\"\" width=\"300\" height=\"86\" \/><\/a><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/connect-to-api-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4548 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/connect-to-api-2-1.png\" alt=\"\" width=\"236\" height=\"449\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>4. Under <strong>Request Definition<\/strong>, define the <em>GET, PUT, POST<\/em>, or <em>DELETE<\/em> service request with the API call and parameters you want to pass to make the call and fetch the data. To create a new request, click <strong>+ Define Request<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/define-request-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4551 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/define-request-1.png\" alt=\"\" width=\"300\" height=\"249\" \/><\/a><\/p>\n<p>The following window appears where you can define your API call.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/define-service-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4554 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/define-service-1.png\" alt=\"\" width=\"600\" height=\"182\" \/><\/a><\/p>\n<p>To test your API call, follow these steps:<\/p>\n<ul>\n<li>Select the <em>GET, POST, PUT, PATCH<\/em> or <em>DELETE<\/em> call from the list.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/api-calls-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4557 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/api-calls-1.png\" alt=\"\" width=\"523\" height=\"150\" \/><\/a><\/li>\n<li>Paste your <em>API call URL<\/em> in the text field and click <strong>Test<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-test-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4560 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-test-1.png\" alt=\"\" width=\"493\" height=\"171\" \/><\/a><\/li>\n<li>Your API call runs successfully if all the inputs provided are valid. Otherwise, an error message is displayed.<\/li>\n<li>Provide the details for the <strong>Header Key<\/strong> and <strong>Value\u00a0<\/strong>pair.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/headers-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4563 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/headers-1.png\" alt=\"\" width=\"451\" height=\"182\" \/><\/a><\/li>\n<li>Click <b>Test Request<\/b> and paste the request body code in the text field.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/test-request-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4566 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/test-request-1-1.png\" alt=\"\" width=\"522\" height=\"208\" \/><\/a><\/li>\n<li>Click<strong> Save <\/strong>after you\u2019ve tested the API successfully<strong>.<\/strong><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/test-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4569 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/test-2-1.png\" alt=\"\" width=\"554\" height=\"140\" \/><\/a><\/li>\n<\/ul>\n<p>5. For the <strong>Access Using URL Connector<\/strong> option, select \u201c<em>Yes, URLs are behind a firewall and a connector has been setup<\/em><strong>\u201d <\/strong>if the API has to be accessed using a URL connector that has been set up.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4572 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-1-1.png\" alt=\"\" width=\"309\" height=\"510\" \/><\/a><\/p>\n<p>6. Click the action icon and select an option from the dropdown list for the <strong>On success <\/strong>and<strong> On failure <\/strong>conditions.<\/p>\n<ul>\n<li>For <strong>On Success<\/strong>, the selected action defines how the Bot entity will handle the success scenario for an API call from the backend.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4575 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-2-1.png\" alt=\"\" width=\"279\" height=\"300\" \/><\/a><\/li>\n<li>For <strong>On Failure, <\/strong>the selected action defines how the Bot entity will handle the failure scenario for an API call from the backend.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/failure-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4578 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/failure-1.png\" alt=\"\" width=\"272\" height=\"300\" \/> <\/a><\/li>\n<\/ul>\n<p>7. Click the <b>Error Handling<\/b> icon and follow these <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\">steps to configure error handling<\/a> during runtime.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-3-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4581 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/cta-3-1.png\" alt=\"\" width=\"309\" height=\"433\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Deflect_to_Chat\"><\/span>Deflect to Chat<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node facilitates a contact flow that transfers the current conversation from the call to the chat channel where the customer is provided a link to connect and interact with an agent.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings <\/strong>icon and provide the input for the <strong>custom name<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/dtc-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4584 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/dtc-2-1.png\" alt=\"\" width=\"356\" height=\"120\" \/><\/a><\/p>\n<p>2. Define the deflection flow the callers will experience for this use case under <strong>Deflection Setting <\/strong>by selecting one of the following options:<\/p>\n<ul>\n<li><strong>Chat Automation<\/strong> to route the customer to a chat automation assistant.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Default-setting-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4587 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Default-setting-1.png\" alt=\"\" width=\"358\" height=\"473\" \/><\/a><\/li>\n<li><strong>Live Chat Agent <\/strong>to connect the customer to a human agent.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/deflection-setting-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4590 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/deflection-setting-2-1.png\" alt=\"\" width=\"348\" height=\"526\" \/><\/a><\/li>\n<\/ul>\n<p>3. In the <strong>Pre-Deflection Message<\/strong> section, choose the message to be played to the customer with the same <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#IVR_Menu\">steps as IVR Menu<\/a>.<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Choose your message type<\/strong>: Select <em>Text to Speech <\/em>and type the text to be converted<em>.<\/em><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pre-deflection-msg-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4593 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pre-deflection-msg-1.png\" alt=\"\" width=\"312\" height=\"364\" \/><\/a><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pre-deflection-msg-2-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4596 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pre-deflection-msg-2-1.png\" alt=\"\" width=\"306\" height=\"262\" \/><\/a><\/li>\n<li><strong>Choose your message type<\/strong>: Select <em>Audio File<\/em> and upload the audio of the message to be played.<br \/>\n<strong>Note:<\/strong> .mp3 and .wav formats are only supported for audio files.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/audio-file-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4599 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/audio-file-2-1.png\" alt=\"\" width=\"586\" height=\"203\" \/><\/a><\/p>\n<ul>\n<li><b>Choose your message type<\/b>: Select <i>Link<\/i> and provide the URL of the audio message to be played.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-link-2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4602 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/select-link-2-1.png\" alt=\"\" width=\"304\" height=\"323\" \/><\/a><\/li>\n<\/ul>\n<p>4. For <strong>Go to Node<\/strong>, select the node from the dropdown list to direct the flow to it after the call deflection happens.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/gtn-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4605 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/gtn-1-1.png\" alt=\"\" width=\"297\" height=\"189\" \/><\/a><\/p>\n<p>5. Click the <strong>Error Handling<\/strong> icon and follow these<a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#Configure_Error_Handling\"> steps to define the error handling flow<\/a> for <strong>Deflect to Chat<\/strong> during runtime.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/save-dtc-1-e1654586378274.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1999 size-full\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/save-dtc-1-e1654586378274.png\" alt=\"\" width=\"310\" height=\"542\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"End_Flow\"><\/span>End Flow<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This node allows the user to define what message will be played to the customer when the contact flow ends.<\/p>\n<p>To configure this node, follow these steps:<\/p>\n<p>1. Click the <strong>General Settings <\/strong>icon and provide the input for the <strong>custom name.<\/strong><\/p>\n<p>2. Set up the message that will be played to the customer with the same <a href=\"https:\/\/docs.kore.ai\/smartassist\/experience-flows\/flow-designer-components\/#IVR_Menu\">steps as IVR Menu<\/a>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/end-flow-e1654586449707.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2001 size-full\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/end-flow-e1654586449707.png\" alt=\"\" width=\"316\" height=\"448\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Publishing_a_Flow\"><\/span>Publishing a Flow<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>On publishing the Experience Flow, it<span style=\"font-weight: 400\">\u00a0<\/span>becomes available to\u00a0end-users.<\/p>\n<ol>\n<li>Click <strong>Publish<\/strong> button.<\/li>\n<li>The following pop-up is displayed.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/publish.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2507 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/publish.png\" alt=\"\" width=\"341\" height=\"252\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/publish.png 643w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/publish-300x222.png 300w\" sizes=\"(max-width: 341px) 100vw, 341px\" \/><\/a><\/p>\n<p>3. Enter comments and click <strong>Yes, Publish<\/strong>. The following success message is displayed.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pub2-1024x41.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-2508 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pub2-1024x41.png\" alt=\"\" width=\"665\" height=\"27\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/pub2-1024x41.png 1024w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/pub2-300x12.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/pub2.png 1918w\" sizes=\"(max-width: 665px) 100vw, 665px\" \/><\/a><\/p>\n<\/div><\/div>[\/vc_column][\/vc_row]\n<h2><span class=\"ez-toc-section\" id=\"Restore_a_Flow\"><\/span>Restore a Flow<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To use a previous version of the experience flow that was created you can use the <strong>Restore<\/strong> option. To restore the previous version, perform the following steps:<\/p>\n<ol>\n<li>Click on the ellipsis next to <strong>Publish<\/strong> button. The options <strong>Save Version<\/strong> and <strong>Flow Versions<\/strong> are listed.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Restore.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-3933 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Restore.png\" alt=\"\" width=\"300\" height=\"171\" \/><\/a><\/li>\n<li>On clicking <strong>Save Version,<\/strong> the following pop-up window is displayed, where you can enter the name of the version, comments and click <strong>Save<\/strong>. The version gets saved.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Res1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-3939 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Res1.png\" alt=\"\" width=\"300\" height=\"265\" \/><\/a><\/li>\n<li>On clicking <strong>Flow Versions<\/strong>, all the available versions of the flow are listed.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/FlowVersions.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3942 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/FlowVersions.png\" alt=\"\" width=\"516\" height=\"273\" \/><\/a><\/li>\n<li>To restore the version you want, click on <strong>Restore<\/strong> icon which appears across that version on hovering.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RestoreICON.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3951 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/RestoreICON.png\" alt=\"\" width=\"426\" height=\"223\" \/><\/a><\/li>\n<li>On clicking the icon, the following confirmation pop-up is displayed. Click <strong>Restore <\/strong>button.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Rest1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-3954 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Rest1.png\" alt=\"\" width=\"398\" height=\"126\" \/><\/a><\/p>\n<p>6. The flow gets successfully restored and would be in an <strong>Unpublished<\/strong> state.<\/p>\n<p>If required. the flow versions can be deleted too using the Delete icon.<\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong> Once you restore the flow, make sure to test it, to check if all the required criteria are met.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>IVR Menu An IVR menu node allows creation of a standard IVR menu that can be presented to customers during inbound calls. Adding this node helps route the customer to the relevant call experience based on the key they input. For example, pressing \u20181\u2019 will route the customer to the order update flow, pressing \u20182\u2019&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2057"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2057"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2057\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2057"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2057"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2057"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}