The Simple Router template provides an easy framework for the creation of a routing bot.

Included Items

Dialogs

  • Welcome
    • Presents the multiple choice interaction to the customer. Each multiple choice response represents a skill.
  • Reprompt
    • The multiple choice interaction responses can be clicked or the customer can also type an answer. In the event that the bot does not understand the customer's response, this dialog will reprompt the welcome dialog.
  • No Agents Available
    • In the event that the customer could not be transferred to a skill, this dialog will trigger.
  • Escalation
    • When a user answers the Welcome dialog's multiple choice, this dialog will trigger and begin the transfer process.

Integrations

  • Escalation
    • This integration posts a configuration payload to a LivePerson hosted service that will route the customer to a different skill.

Configuration Needed

To customize this template, you will need to do the following.

Welcome dialog

In the Welcome dialog, click on the first "hi" interaction. In the Interaction Details > Settings, edit the Patterns.

Now click on the multiple choice interaction and edit each option text for your skills.

In the multiple choice Interaction Details > Next Actions, edit each Response Match & Action for the new skills. You will need to edit the Conditions patterns and and intent variable value for each. Of course, you should add or remove Response Match & Actions depending on how many skills you plan to route to.

Reprompt dialog

Customize the text response to match your brand voice.

No Agents Available dialog

Customize the text response to match your brand voice.

Escalation Integration

Click on Integrations at the top of Conversation Builder and click on Escalation.

Confirm that the POST url endpoint is using the right url for your server environment.

Server Environment URL endpoint
US https://platformservice.botcentralapi.com/botservice-0.1/botcentral/livePersonAgent
US (If accessing from LiveEngage automation tab) https://va.bc-bot.liveperson.net/botservice-0.1/botcentral/livePersonAgent
Europe https://platformservice-eu.botcentralapi.com/botservice-0.1/botcentral/livePersonAgent
APAC https://platformservice-ap.botcentralapi.com/botservice-0.1/botcentral/livePersonAgent

Global Functions

The last thing to do is customize some important variables in the Global Functions.

When you click on Global Functions at the top of Conversation Builder, you should see a block of code. Within this block of code, there is a switch statement like the below:

switch(intent){
case "billing":
    transferMessage = "Hold on while I transfer you to someone who can help with your billing issue...";
    skillId = '1234567890';
    skillName = intent;
    break;
case "account":
    transferMessage = "Hold on while I transfer you to someone who can help with your account issue...";
    skillId = '2345678901';
    skillName = intent;
    break;
case "help":
    transferMessage = "Hold on while I transfer you to someone who can help with your issue...";
    skillId = '3456789012';
    skillName = intent;
    break;  
}      

For each of your skill options:

  • Edit the case to match the intent variable values of your skill names.

  • Edit the transferMessage to match the name of your skills.

  • Edit the skillId to match that of your skills. The skill ID is displayed in the URL in LiveEngage when you click on an individual skill.

You may add or remove case branches as needed for the number of your skills.

Deploy Your Bot

Follow these instructions for connecting your bot to LiveEnage.

Now you can test your routing bot and see how it routes to your skills.