{"id":90,"date":"2021-01-29T14:11:41","date_gmt":"2021-01-29T14:11:41","guid":{"rendered":"https:\/\/multisite.korebots.com\/SupportAssist\/?p=90"},"modified":"2021-01-29T14:11:41","modified_gmt":"2021-01-29T14:11:41","slug":"conversations","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/conversations\/","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: <\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">Trigger an automated dialog.<\/span><\/li>\n<li><span style=\"font-weight: 400\">Transfer to an agent.<\/span><\/li>\n<li><span style=\"font-weight: 400\">Deflect to chat.<\/span><\/li>\n<\/ul>\n<blockquote>\n<p><b>An Automated Dialog<\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> drives the customer through an experience based on their intent. For example, a welcome dialog provides a greeting experience to a customer during the first interaction. You can use the dialog tasks within the Kore.ai Automation Platform to build custom dialogs.<\/span><\/span><\/p>\n<\/blockquote>\n<p><strong><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>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 <strong>scenario-based<\/strong> and thus, <strong>dynamic<\/strong> in nature. Dialogs are helpful to trigger a natural conversation with a customer or provide a real-time response based on the current conversation and scenario.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\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><\/p>\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\">\u00a0You 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; These are the conversational utterances 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>These include <span style=\"font-weight: 400\">the responses given to the customer and are 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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Conv_Live-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4662\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Conv_Live-1.png\" alt=\"\" width=\"789\" height=\"247\" \/><\/a><\/p>\n<p>The fields displayed in the table view are as follows:<\/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\">Use Case<\/td>\n<td width=\"393\">Name of the use case.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Use Case Type<\/td>\n<td width=\"393\">Category of the use case &#8211; Customer Use Case or Agent Assistant Use Case. (See the following section for more information)<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">For Callers<\/td>\n<td width=\"393\">Displays whether the specific use case is enabled or disabled for callers. If enabled it would be available during a call conversation.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">For Chats<\/td>\n<td width=\"393\">Displays whether the specific use case is enabled or disabled for chats. If enabled it would be available during a chat conversation.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">For Emails<\/td>\n<td width=\"393\">Displays whether the specific use case is enabled or disabled for emails. If enabled it would be available during an email conversation.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Status<\/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\">Action icon and menu<\/td>\n<td width=\"393\">Click the ellipsis in each row to view the action menu items. Select the Delete option to delete the entry for Conversations<strong>.<\/strong><\/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><br \/>\n1. <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><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Conv1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4665\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Conv1-1.png\" alt=\"\" width=\"556\" height=\"228\" \/><\/a><\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note: <\/b><span style=\"font-weight: 400\">You can select the bot for which you want to add use cases from the top left side of the page (see the above image).<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div><\/span><\/p>\n<p><span style=\"font-weight: 400\">2. In the <\/span><b>New Use Case <\/b><span style=\"font-weight: 400\">panel the <\/span><b>General Setup <\/b>tab is by default selected.<\/p>\n<p>3. Enter <b>Use Case Name<\/b>, select <b>Category<\/b>, and enter user <b>Utterances<\/b>. Click <b>Save <\/b>to save the use case.<\/p>\n<p><span style=\"font-weight: 400\">4. 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 customers. <\/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 assistant Use Case:<\/b><span style=\"font-weight: 400\"> On selecting this, the Use case will be available for agents 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><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note:<\/b><span style=\"font-weight: 400\"> If you select both check-boxes all three tabs (<\/span><b>Call Experience<\/b><span style=\"font-weight: 400\">, <\/span><b>Chat Experience, <\/b><span style=\"font-weight: 400\">and <\/span><b>Triggers &amp; Permissions<\/b><span style=\"font-weight: 400\">) are displayed.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div><\/span><span style=\"font-weight: 400\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conv2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4668\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conv2.png\" alt=\"\" width=\"553\" height=\"452\" \/><\/a><\/span><\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong> Note:<\/strong> If you select <strong>Enabled<\/strong>, the UseCase would be enabled. If user utterance matches then the usecase would be triggered. <div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\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><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note:<\/b><span style=\"font-weight: 400\"> If you want to delete any utterance click the Delete icon provided next to the utterance.<\/span><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\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\">. T<\/span><span style=\"font-weight: 400\">he new Use Case would be displayed under Conversations.<\/span><b><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/con3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4671\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/con3.png\" alt=\"\" width=\"596\" height=\"139\" \/><\/a><\/b><\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note:<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 selection, <\/span><b>Customer Use Case Type<\/b><span style=\"font-weight: 400\"> and <\/span><b>Agent Assistant Use Case Type<\/b><span style=\"font-weight: 400\"> are displayed in this example as both options are selected.<\/span><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div><span style=\"font-weight: 400\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/con4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4674\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/con4.png\" alt=\"\" width=\"564\" height=\"254\" \/><\/a><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400\">In the preceding image, only Agent Assistant Use Case Type is displayed for the first one, as per the section.<\/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 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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Auto.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4677\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Auto.png\" alt=\"\" width=\"586\" height=\"322\" \/><\/a><\/p>\n<ol>\n<li><span style=\"font-weight: 400\">Callers for this use case would\u00a0 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<li><span style=\"font-weight: 400\">Click <\/span><b>Edit in Bot Platform<\/b><span style=\"font-weight: 400\"> to access the platform.\u00a0<\/span><\/li>\n<\/ol>\n<p><b><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note:<\/b><span style=\"font-weight: 400\"> This option takes you to Kore.ai\u2019s virtual assistant platform, where, by default, a bot is generated with a Dialog Task for the current conversation. You 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><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\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. You can select only a specific group of skills to map to the agent.<\/span><span style=\"font-weight: 400\"><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/agentskll1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4680\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/agentskll1.png\" alt=\"\" width=\"517\" height=\"313\" \/><\/a> <\/span><\/li>\n<li><span style=\"font-weight: 400\">\u00a0<\/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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Transagent_Cappp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4683\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Transagent_Cappp.png\" alt=\"\" width=\"623\" height=\"505\" \/><\/a><\/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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/pre.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4686\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/pre.png\" alt=\"\" width=\"475\" height=\"209\" \/><\/a><\/p>\n<p><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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Custom-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4689\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Custom-1.png\" alt=\"\" width=\"483\" height=\"319\" \/><\/a><\/p>\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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/OfferChatDef.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4692\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/OfferChatDef.png\" alt=\"\" width=\"609\" height=\"460\" \/><\/a><\/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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Off2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4695\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Off2.png\" alt=\"\" width=\"515\" height=\"388\" \/><\/a><\/p>\n<p><b><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note:<\/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 <\/span><b>Custom Message, <\/b><span style=\"font-weight: 400\">see\u00a0 <\/span><a href=\"https:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Pre-Transfer_Message\"><span style=\"font-weight: 400\">Pre-Transfer Message<\/span><\/a><span style=\"font-weight: 400\">.<\/span><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/deflectChat.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4698\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/deflectChat.png\" alt=\"\" width=\"558\" height=\"421\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">Refer to <\/span><a href=\"https:\/\/docs.kore.ai\/smartassist\/configuration\/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.<br \/>\n<\/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><a style=\"font-size: 1.7rem;letter-spacing: 0em\" ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Chat1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4701\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Chat1.png\" alt=\"\" width=\"564\" height=\"451\" \/><\/a><\/li>\n<\/ol>\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:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Configure_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 displayed before the user is transferred to a chat agent. See <\/span><a href=\"https:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Transfer_to_Agent\"><span style=\"font-weight: 400\">Transfer to Agent<\/span><\/a><span style=\"font-weight: 400\"> of <a href=\"https:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Configure_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:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Agent_Skills\"><span style=\"font-weight: 400\">Agent Skills<\/span><\/a><span style=\"font-weight: 400\"> and <\/span><a href=\"https:\/\/docs.kore.ai\/smartassist\/configuration\/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:\/\/docs.kore.ai\/smartassist\/configuration\/conversations\/#Configure_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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Trigg.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4704\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Trigg.png\" alt=\"\" width=\"635\" height=\"521\" \/><\/a><\/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\"><span style=\"font-weight: 400\">If enabled, this use case can only be triggered by agents who match the listed skill conditions in this option.<\/span><\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Skillmatch-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4707\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Skillmatch-1.png\" alt=\"\" width=\"1049\" height=\"241\" \/><\/a><\/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. The option to list the Agent Groups is provided when enabled.<\/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 conversations 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><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Add_Conv.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4710\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Add_Conv.png\" alt=\"\" width=\"926\" height=\"276\" \/><\/a><\/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":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/90"}],"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=90"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/90\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/media?parent=90"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/categories?post=90"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/tags?post=90"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}