{"id":1533,"date":"2022-03-11T12:19:05","date_gmt":"2022-03-11T12:19:05","guid":{"rendered":"https:\/\/multisite.korebots.com\/smartassist\/?p=1533"},"modified":"2022-03-11T12:19:05","modified_gmt":"2022-03-11T12:19:05","slug":"1533","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/1533\/","title":{"rendered":"Conversations"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_custom laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><\/div><\/div><\/section><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><span style=\"font-weight: 400\">While Q&amp;As help you answer simple customer queries with pre-existing answers, Conversations are used for advanced activities like placing an order or checking an order status which requires a multi-step exchange of information between the user and the bot.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Like Q&amp;As, Conversations start by understanding the customer&#8217;s intent. After you define the customer intent, you can choose one of three options: trigger an automated dialog, transfer to an agent, or deflect to chat.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Automated Dialog<\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> \u2013 An automated dialog tells SmartAssist that you want the customer to be driven through an automated experience. You can use the dialog tasks within the Kore.ai Automation Platform to build this further.<\/span><\/span><strong>Note:<\/strong> This is different from chat\/call automation where a static chat or voice message is mapped to a use case and triggered by an event like hold, transfer, drop-off, etc. A dialog is scenario-based and thus, dynamic in nature. Dialogs are helpful to trigger a natural conversation with a customer or during a real-time response based on the current conversation and scenario.\n<p><span style=\"font-weight: 400\">For example, \u201cHello! How are you today? Would you like to get your statement via email?\u201d is displayed if a banking customer selects the \u201creceive statement\u201d option.<\/span><b style=\"text-align: center\">\u00a0 \u00a0\u00a0<\/b><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><b>Transfer to an Agent<\/b><span style=\"font-weight: 400\"> \u2013 The user is directed to a live agent as configured in the <\/span><i><span style=\"font-weight: 400\">Outgoing Call Setup<\/span><\/i><span style=\"font-weight: 400\"> (click here for more details). You can also choose to give the user an option to direct to an automated chat agent.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Deflect to Chat<\/b> \u2013 Transfers the current conversation from the call to the chat channel and user is provided with a link to initiate the chat experience.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Conversations_Features\"><\/span><span style=\"font-weight: 400\">Conversations Features<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400\"><b>Utterances<\/b><span style=\"font-weight: 400\"> &#8211; This is the conversational utterance typically used by customers in their queries.\u00a0 For example, a customer looking for directions would ask \u2013 <\/span><i><span style=\"font-weight: 400\">\u201cHow do I get to your outlet in South Beach?\u201d<\/span><\/i><\/li>\n<li style=\"font-weight: 400\"><b>Alternate Utterances<\/b><span style=\"font-weight: 400\"> \u2013 Used to augment the primary utterance with similar or alternative utterances like \u201cWhere is your South Beach outlet?\u201d<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Experiences- <\/b><span style=\"font-weight: 400\">Includes the response given to the customer and is configured differently based on the interface they use to call or chat at a SmartAssist-hosted contact center.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Chat Experience<\/b><span style=\"font-weight: 400\"> &#8211; Delivered to a customer when they use chat on SmartAssist over a medium like a website widget. Responses can be configured for Automated Dialog, and Transfer to Agent flows here.<\/span><\/li>\n<li><b>Call Experience<\/b><span style=\"font-weight: 400\"> &#8211; Delivered to a customer when they call a SmartAssist -hosted call center. Responses can be configured for Automated Dialog, Transfer to Agent, and Deflect to Chat flows.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Conversations_%E2%80%93_Live_Board\"><\/span>Conversations \u2013 Live Board<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1536\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/conversations-tab.png\" alt=\"\" width=\"602\" height=\"143\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/conversations-tab.png 602w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/conversations-tab-300x71.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>For the selected use case, the list of <em>conversational utterances<\/em> are available in the above live board view. The other fields displayed in the table view include the following:<\/p>\n<table width=\"601\">\n<tbody>\n<tr>\n<td width=\"208\"><strong>Field<\/strong><\/td>\n<td width=\"393\"><strong>Description<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"208\"><strong>Category<\/strong><\/td>\n<td width=\"393\">Displays the conversation category for that particular use case.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\"><strong>Calls<\/strong><\/td>\n<td width=\"393\">Displays the pre-defined call and chat experience response links for conversations over calls.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\"><strong>Chats<\/strong><\/td>\n<td width=\"393\">Displays the pre-defined call and chat experience response links for conversations over chats.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\"><strong>Status<\/strong><\/td>\n<td width=\"393\">Displays the status \u2018Published\u2019 if the conversation has been published otherwise displays \u2018In Development.\u2019<\/td>\n<\/tr>\n<tr>\n<td width=\"208\"><strong>Action icon and menu<\/strong><\/td>\n<td width=\"393\">Click the ellipses icon in each row to view the action menu items. Then,<\/p>\n<ul>\n<li>Select the Edit option to edit the values for <strong>Conversations.<\/strong><\/li>\n<li>Select the Delete option to delete the entry for <strong>Conversations.<\/strong><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\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=\"Add_a_Conversation\"><\/span>Add a Conversation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">To add a new <\/span><b>Conversations<\/b><span style=\"font-weight: 400\"> use case, perform the following steps:<\/span><\/p>\n<ol>\n<li><span style=\"font-weight: 400\">Navigate to <\/span><b>Configuration &gt; UseCases&gt;<\/b> <b>Conversations<\/b><span style=\"font-weight: 400\"> tab, click <\/span><b>+ New Use Case<\/b><span style=\"font-weight: 400\">.<\/span><\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2554\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Conv1.jpg\" alt=\"\" width=\"752\" height=\"317\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Conv1.jpg 752w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Conv1-300x126.jpg 300w\" sizes=\"(max-width: 752px) 100vw, 752px\" \/><\/p>\n<p><b>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Note: <\/b><span style=\"font-weight: 400\">You can select the bot for which you want to add use cases from the top\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 left side of the page (see the above image).<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u00a0 \u00a0 \u00a0 2. In the <\/span><b>New Use Case <\/b><span style=\"font-weight: 400\">panel under <\/span><b>General Setup\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400\">\u00a0 \u00a0 \u00a03. Enter <\/span><b>Use Case Name<\/b><span style=\"font-weight: 400\">, select <\/span><b>Category<\/b><span style=\"font-weight: 400\">, and enter user <\/span><b>Utterances<\/b><span style=\"font-weight: 400\">. Click <\/span><b>Save <\/b><span style=\"font-weight: 400\">to save the use case.<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u00a0 \u00a0 \u00a04. You can select the <\/span><b>Use Case Type<\/b><span style=\"font-weight: 400\"> on this panel.\u00a0<\/span><\/p>\n<ul>\n<li><b>Customer Use Case:<\/b><span style=\"font-weight: 400\"> On selecting this, the Use case will be available for end\u00a0 \u00a0 \u00a0 \u00a0customers. <\/span><b>Call Experience<\/b><span style=\"font-weight: 400\"> and <\/span><b>Chat Experience<\/b><span style=\"font-weight: 400\"> tabs are displayed.<\/span><\/li>\n<li><b>\u00a0Agent Assist Use Case:<\/b><span style=\"font-weight: 400\"> On selecting this, the Use case will be available for\u00a0 \u00a0 \u00a0 \u00a0 \u00a0agents in agent assist and <\/span><b>Triggers &amp; Permissions<\/b><span style=\"font-weight: 400\"> tab is displayed.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: left\"><b>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Note:<\/b><span style=\"font-weight: 400\"> If you select both check-boxes all three tabs\u00a0 (<\/span><b>Call Experience<\/b><span style=\"font-weight: 400\">, <\/span><b>Chat\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Experience, <\/b><span style=\"font-weight: 400\">and <\/span><b>Triggers &amp; Permissions<\/b><span style=\"font-weight: 400\">) are displayed.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2555\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/conv2.jpg\" alt=\"\" width=\"526\" height=\"429\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/conv2.jpg 729w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/conv2-300x245.jpg 300w\" sizes=\"(max-width: 526px) 100vw, 526px\" \/><\/span><\/p>\n<p><strong>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Note:<\/strong> If you select <strong>Enabled<\/strong>, the UseCase would be enabled. If user utterance\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 matches then the usecase would be triggered.<\/p>\n<p><span style=\"font-weight: 400\">5. In the <\/span><b>Category<\/b><span style=\"font-weight: 400\"> field, enter a category or select a category from the list. This helps you organize the Conversations for easy management.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">6. Click <\/span><b>+ Add Another<\/b><span style=\"font-weight: 400\"> to add new utterances or search and add existing <\/span><b>Utterances<\/b><span style=\"font-weight: 400\">. <\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><b>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0Note:<\/b><span style=\"font-weight: 400\"> If you want to delete any utterance click the delete icon provided next to\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0the utterance.<\/span><\/p>\n<p><span style=\"font-weight: 400\">7. Click <\/span><b>Save <\/b><span style=\"font-weight: 400\">to save the use case<\/span><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">8. On clicking <\/span><b>Save <\/b><span style=\"font-weight: 400\">the new Use Case is displayed under Conversations as shown in the following image.<\/span><\/p>\n<p><b><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2556\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/con3.jpg\" alt=\"\" width=\"882\" height=\"225\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/con3.jpg 882w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/con3-300x77.jpg 300w\" sizes=\"(max-width: 882px) 100vw, 882px\" \/>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0Note:<\/b><span style=\"font-weight: 400\"> Under the <\/span><b>Use Case Type<\/b><span style=\"font-weight: 400\"> the icons are displayed based on your\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0selection, <\/span><b>Customer Use Case Type<\/b><span style=\"font-weight: 400\"> and <\/span><b>Agent Assist Use Case Type<\/b><span style=\"font-weight: 400\"> are\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0displayed in this example as both options are selected.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2557\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/con4.jpg\" alt=\"\" width=\"857\" height=\"382\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/con4.jpg 857w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/con4-300x134.jpg 300w\" sizes=\"(max-width: 857px) 100vw, 857px\" \/>In the preceding image, only Agent Assist Use Case Type is displayed for the first one, as per the selection.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Configure_a_Conversation\"><\/span><span style=\"font-weight: 400\">Configure a Conversation<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">After you add use cases, you can complete the configuration under <\/span><b>Call Experience<\/b><span style=\"font-weight: 400\"> and <\/span><b>Chat Experience, Triggers &amp; Permissions<\/b><span style=\"font-weight: 400\"> tabs (see the preceding image) or you can save the use case and configure later. The following sections explain the steps to be followed to complete the configurations.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Configure_Call_Experience\"><\/span>Configure Call Experience<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">Call Experience has three types of configurations.\u00a0 <\/span><span style=\"font-weight: 400\">Click the <\/span><b>Use Case<\/b><span style=\"font-weight: 400\"> under <\/span><b>Conversations<\/b><span style=\"font-weight: 400\">. <\/span><span style=\"font-weight: 400\">I<\/span><span style=\"font-weight: 400\">n the<\/span><b> Call Experience <\/b><span style=\"font-weight: 400\">tab, select any or all of the following options:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Automated Dialog<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Transfer to Agent<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Deflect to Chat<\/span><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Automated_Dialog\"><\/span>Automated Dialog<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Select this to set an automated dialog for the current conversation. This option lets you set an automated dialog for the current conversation on the <em>Kore.ai virtual assistant platform<\/em>. You must add the required nodes and logic to build the desired conversation flow.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2558\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Auto.jpg\" alt=\"\" width=\"903\" height=\"497\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Auto.jpg 903w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Auto-300x165.jpg 300w\" sizes=\"(max-width: 903px) 100vw, 903px\" \/><\/p>\n<ol>\n<li><span style=\"font-weight: 400\">Callers for this use case will trigger an automated dialog that can be edited on the <\/span><a href=\"https:\/\/smartassist.kore.ai\/smartassist\/bt\"><span style=\"font-weight: 400\">Bot Platform<\/span><\/a><span style=\"font-weight: 400\">.\u00a0<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">\u00a0 \u00a0 \u00a0 2. Click <\/span><b>Edit in Bot Platform<\/b><span style=\"font-weight: 400\"> to access the platform.\u00a0<\/span><\/p>\n<p><b>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Note:<\/b><span style=\"font-weight: 400\"> This option takes you to Kore.ai\u2019s virtual assistant platform, where, by\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 default, a bot is generated with a Dialog Task for the current conversation. You\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 must add the nodes and logic flow for the use case. To know more see <\/span><a href=\"https:\/\/developer.kore.ai\/docs\/bots\/bot-builder-tool\/dialog-task\/dialog-tasks\/\"><span style=\"font-weight: 400\">here<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p>The configuration options for this <strong>Call Experience<\/strong> feature include:<\/p>\n<h5>Agent Skills<\/h5>\n<p>This option redirects the user to an agent with the selected skill. To select the skill, do one of the following:<\/p>\n<ol>\n<li><span style=\"font-weight: 400\">Select a skill group from the <\/span><b>Agent Skills<\/b><span style=\"font-weight: 400\"> list.<\/span><br \/>\n<span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2560\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agentskll1.png\" alt=\"\" width=\"496\" height=\"280\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/agentskll1.png 496w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/agentskll1-300x169.png 300w\" sizes=\"(max-width: 496px) 100vw, 496px\" \/><\/span><\/li>\n<li><span style=\"font-weight: 400\">You can select only a specific group of skills to map to the agent. <\/span><span style=\"font-weight: 400\">Click <\/span><b>Save<\/b><span style=\"font-weight: 400\"> to save the selected preferences.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Transfer_to_Agent\"><\/span>Transfer to Agent<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Users are transferred to a voice agent for further assistance. Configure the message to be played before the call transfer. You need to set up the outgoing call details to complete this configuration.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2571\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Transagent_Cappp.jpg\" alt=\"\" width=\"832\" height=\"675\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Transagent_Cappp.jpg 832w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Transagent_Cappp-300x243.jpg 300w\" sizes=\"(max-width: 832px) 100vw, 832px\" \/><\/p>\n<h4><span class=\"ez-toc-section\" id=\"Pre-Transfer_Message\"><\/span>Pre-Transfer Message<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>This option lets you set the pre-transfer message that the user will hear before the agent transfer dialog begins.<\/p>\n<p>The options available to set the pre-transfer message include:<\/p>\n<p><strong>Default Message<\/strong><\/p>\n<p><span style=\"font-weight: 400\">You can select either <\/span><b>Default Message<\/b><span style=\"font-weight: 400\"> from the drop-down or create your own Custom Message. Click <strong>Save<\/strong>.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2562\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/pre.jpg\" alt=\"\" width=\"795\" height=\"349\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/pre.jpg 795w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/pre-300x132.jpg 300w\" sizes=\"(max-width: 795px) 100vw, 795px\" \/><strong>Custom Message<\/strong><\/p>\n<p><span style=\"font-weight: 400\">If you select<\/span> <b>Custom Message<\/b><span style=\"font-weight: 400\"> from the list, enter your message in the text box and click <\/span><b>Save<\/b><span style=\"font-weight: 400\">.<\/span><\/p>\n<h4><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2563\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Custom-1.png\" alt=\"\" width=\"475\" height=\"319\" \/><\/h4>\n<h4><span class=\"ez-toc-section\" id=\"Offer_Chat_Deflection\"><\/span>Offer Chat Deflection<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400\">If this option is enabled, the caller will be redirected to a chat agent for faster service when their response is \u2018<\/span><b>yes<\/b><span style=\"font-weight: 400\">\u2019. If disabled, the caller is put on hold for a voice agent allocation.<\/span><\/p>\n<p><span style=\"font-weight: 400\">When enabled the caller is directed to <\/span><b>Chat Automation<\/b><span style=\"font-weight: 400\"> or <\/span><b>Live Chat Agent<\/b><span style=\"font-weight: 400\">.<\/span><\/p>\n<ul>\n<li><b>Chat Automation <\/b><span style=\"font-weight: 400\">\u2013 An automated chat experience as configured.<\/span><\/li>\n<li><b>\u00a0Live Chat Agent<\/b> \u2013 A chat with a live agent is initiated.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2564\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/OfferChatDef-1024x772.png\" alt=\"\" width=\"432\" height=\"326\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/OfferChatDef-1024x772.png 1024w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/OfferChatDef-300x226.png 300w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/OfferChatDef.png 1119w\" sizes=\"(max-width: 432px) 100vw, 432px\" \/><\/p>\n<p><span style=\"font-weight: 400\">In both <\/span><b>Chat Automation<\/b><span style=\"font-weight: 400\"> and <\/span><b>Live<\/b> <b>Chat Agent, <\/b><span style=\"font-weight: 400\">configuration options are available to set either a <\/span><b>Default <\/b><span style=\"font-weight: 400\">confirmation prompt or a <\/span><b>Custom <\/b><span style=\"font-weight: 400\">message as the confirmation.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2565\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Off2-1024x772.png\" alt=\"\" width=\"502\" height=\"379\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Off2-1024x772.png 1024w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Off2-300x226.png 300w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Off2.png 1123w\" sizes=\"(max-width: 502px) 100vw, 502px\" \/><br \/>\n<b>\u00a0 \u00a0 \u00a0 \u00a0Note:<\/b><span style=\"font-weight: 400\"> To understand the steps followed to select either <\/span><b>Default Message<\/b><span style=\"font-weight: 400\"> or\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/span><b>Custom Message, <\/b><span style=\"font-weight: 400\">see\u00a0 <\/span><a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Pre-Transfer_Message\"><span style=\"font-weight: 400\">Pre-Transfer Message<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Deflect_to_Chat\"><\/span>Deflect to Chat<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400\">This option defines the deflection flow users will experience for the selected use case. Users are presented with a link to initiate a conversation with the chat agent.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2566\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/deflectChat-1024x773.png\" alt=\"\" width=\"640\" height=\"483\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/deflectChat-1024x773.png 1024w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/deflectChat-300x226.png 300w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/deflectChat.png 1125w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/p>\n<p><span style=\"font-weight: 400\">Refer to <\/span><a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Offer_Chat_Deflection\"><span style=\"font-weight: 400\">Offer Chat Deflection<\/span><\/a><span style=\"font-weight: 400\"> to understand the <\/span><b>Chat Automation<\/b><span style=\"font-weight: 400\"> and <\/span><b>Live Chat Agent <\/b><span style=\"font-weight: 400\">options and the configuration steps.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Configure_Chat_Experience\"><\/span>Configure Chat Experience<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><b>Chat Experience<\/b><span style=\"font-weight: 400\"> has two types of configurations. <\/span><\/p>\n<ol>\n<li><span style=\"font-weight: 400\">Click the <\/span><b>Use Case<\/b><span style=\"font-weight: 400\"> under <\/span><b>Conversations<\/b><span style=\"font-weight: 400\">. <\/span><\/li>\n<li><span style=\"font-weight: 400\">I<\/span><span style=\"font-weight: 400\">n the<\/span><b> Chat Experience <\/b><span style=\"font-weight: 400\">tab, select either or both <\/span><b>Automated Dialog<\/b><span style=\"font-weight: 400\"> or <\/span><b>Transfer to Agent<\/b><span style=\"font-weight: 400\"> options.<\/span><\/li>\n<\/ol>\n<h3><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2567\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Chat1.jpg\" alt=\"\" width=\"651\" height=\"521\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Chat1.jpg 651w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Chat1-300x240.jpg 300w\" sizes=\"(max-width: 651px) 100vw, 651px\" \/><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Automated Dialog:<\/b><span style=\"font-weight: 400\"> Chat conversations for this use case will trigger an automated dialog that can be customized in the Bot Platform. See<\/span> <strong>Automated Dialog<\/strong><span style=\"font-weight: 400\"> of <a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Call_Experience\">Call Experience<\/a> to understand the detailed configuration steps.<\/span><\/li>\n<li><b>Transfer to Agent:<\/b><span style=\"font-weight: 400\"> Users are transferred to a chat agent for further assistance. You need to set up the agent skills and configure the message to be played before the user is transferred to a chat agent. See <\/span><a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Transfer_to_Agent\"><span style=\"font-weight: 400\">Transfer to Agent<\/span><\/a><span style=\"font-weight: 400\"> of <a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Call_Experience\">Call Experience<\/a> to understand the details. You will not have the Offer Chat Deflection option available here. Configuration steps for <\/span><a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Agent_Skills\"><span style=\"font-weight: 400\">Agent Skills<\/span><\/a><span style=\"font-weight: 400\"> and <\/span><a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Pre-Transfer_Message\"><span style=\"font-weight: 400\">Pre-Transfer Message<\/span><\/a><span style=\"font-weight: 400\"> are the same as in <a href=\"https:\/\/multisite.korebots.com\/smartassist\/1533\/Conversations\/#Call_Experience\">Call Experience<\/a> .<\/span><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Configure_Triggers_Permission\"><\/span><span style=\"font-weight: 400\">Configure Triggers &amp; Permission<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Under the tab <\/span><b>Triggers &amp; Permission<\/b><span style=\"font-weight: 400\">, set the permissions for the options in the new conversation.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2568\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Trigg.jpg\" alt=\"\" width=\"786\" height=\"645\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Trigg.jpg 786w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Trigg-300x246.jpg 300w\" sizes=\"(max-width: 786px) 100vw, 786px\" \/><\/p>\n<p><span style=\"font-weight: 400\">The following options can be <\/span><b>enabled<\/b><span style=\"font-weight: 400\"> or <\/span><b>disabled <\/b><span style=\"font-weight: 400\">in this section:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>During Chats<\/b><span style=\"font-weight: 400\">: If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in a chat channel.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>During Calls<\/b><span style=\"font-weight: 400\">: If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in a phone call.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>During E-Mails: <\/b><span style=\"font-weight: 400\">If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in an email conversation.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Skill Match: <\/b><span style=\"font-weight: 400\">If enabled, this use case can only be triggered by agents who match the skills below.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Agent Group Match: <\/b><span style=\"font-weight: 400\">If enabled, this use case will trigger only for agents who are in the specified groups.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Launch by Menu: <\/b><span style=\"font-weight: 400\">If enabled, the use case will be listed in the menu of use cases in the agent assist window allowing the agent to browse and find this use case to trigger it.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Click <\/span><b>Save <\/b><span style=\"font-weight: 400\">to save the changes.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Additional_Features\"><\/span><span style=\"font-weight: 400\">Additional Features<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><b>\u00a0<\/b><span style=\"font-weight: 400\">In the Conversations list view page, you can perform more actions as follows:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Use the <\/span><b>Group by<\/b><span style=\"font-weight: 400\"> drop-down to arrange questions into groups based on <\/span><b><i>Category<\/i><\/b> <span style=\"font-weight: 400\">or <\/span><b><i>Status <\/i><\/b><i><span style=\"font-weight: 400\">(In Development\/Published).<\/span><\/i><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2569\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Add_Conv.jpg\" alt=\"\" width=\"903\" height=\"276\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Add_Conv.jpg 903w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/Add_Conv-300x92.jpg 300w\" sizes=\"(max-width: 903px) 100vw, 903px\" \/><\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">Use the <\/span><b>Search<\/b><span style=\"font-weight: 400\"> option to use matching words and search for a specific question.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Click on any Use Case to modify the settings.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">If you want to delete the Conversation, click the <\/span><b>more<\/b><span style=\"font-weight: 400\"> (vertical ellipsis) icon for the <\/span><b>Delete <\/b><span style=\"font-weight: 400\">option.<\/span><\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"While Q&amp;As help you answer simple customer queries with pre-existing answers, Conversations are used for advanced activities like placing an order or checking an order status which requires a multi-step exchange of information between the user and the bot.\u00a0 Like Q&amp;As, Conversations start by understanding the customer&#8217;s intent. After you define the customer intent, you...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[31,39],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/1533"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/comments?post=1533"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/1533\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/media?parent=1533"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/categories?post=1533"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/tags?post=1533"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}