Access Conversation Builder
To access the Conversation Builder application
- On the left sidebar in LiveEngage, click the icon.
- In the Conversational AI dashboard, click Conversation Builder.
The Bot Workspace
The Conversation Builder application is the primary workspace for designing a bot. It is what ties together all the other aspects of the platform.
Conversation Builder supports the creation of bots for all the LiveEngage channels. Because a bot simply listens to a piece of text sent from a user, any channel that provides text to LiveEngage can potentially trigger a bot. However, there are channel-specific formats, features and conventions that might not be available for all channels. Please contact your LivePerson account team for information on formats supported for specific channels.
A bot consists of one or more dialogs that each have one or more interactions within them.
In the upper-right corner on the menu bar, you will find:
Dialogs - Create and edit dialogs.
Integrations - Create and edit integrations.
Global Functions - Write code snippets for use within dialogs. See scripting functions for built-in methods.
Agent Connectors - Deploy the bot to a LiveEngage environment.
The ellipsis icon makes available more options: Bot Settings, Bot Change History, Bot Diff and Visualize.
In the lower-right corner, you will find:
Preview - Bot test conversation. Start a new session by sending "reset".
Debugger - View logs for a user ID.
Releases - Save or select between major releases of a bot.
Versions - Save or select between different versions of a bot.
When you first open a bot, you will be in the Dialogs view.
On the left side of the window, you can find the Interactions Toolbar. This toolbar contains the different types of interactions that can be used in a dialog. Clicking an interaction in the dialog will allow you to configure it.
Learn more about dialogs here.
The Dialog List
At the bottom of the Dialog Viewer, you'll find a listing of all your different dialogs. They are displayed horizontally and in chronological order.
You can also use the hamburger icon next to the + Dialog icon to see a list of your different dialogs.
The Interactions Toolbar
The Interactions toolbar is divided into four parts:
User Says - Usually the starting point of any dialog. Contains the logic to match user input.
Statements - Displays information to the user.
Questions - Prompts the user for a response. The user response is often stored in a variable or slot and referenced later in an integration.
Integrations - Activates an integration that you've configured in the Integrations tab.
To use the Interactions toolbar, simply select the interaction you'd like to add to the dialog workspace. It will be then added, and you can start configuring it. For example, if you choose a simple, text-based question, you'll be able to enter the question you'd like the bot to ask the user.
For more information on interactions, see this guide.