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Integrates a self-service virtual agent
Voicebot Conversation interacts directly with the bot, passively monitoring the conversation in real time. The bot analyzes the conversation for intent Double-clicking this action opens the CXone Virtual Agent Hub, where you can manage all of your virtual agent bots. |
Supported Script Types
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| Phone |
Related Studio Actions
The Voicebot Exchange action is similar to this action but is used for more complex virtual agent interactions. It allows you to include exchange parameters and to customize various aspects of the conversation between contact and bot.
Textbot Conversation and Textbot Exchange are also similar, providing the same functions as Voicebot Conversation and Voicebot Exchange, but for text-based interactions.
Supported Virtual Agents
This action supports the following virtual agents:
Before you can assign a virtual agent bot to this action, you must add and configure the bot in the CXone Virtual Agent Hub. You only need to add a virtual agent to the Virtual Agent Hub once, then you can assign it to actions as needed. Refer to the topic for the virtual agent you're using for configuration details.
Properties
| Property | Details |
|---|---|
| virtualAgentID |
Corresponds to the name of the virtual agent selected in the CXone Virtual Agent Hub. See the Supported Virtual Agents section on this page for more information. |
| customPayload |
A generic JSON object that passes data from the script to the bot. It's populated from the Studio script. You can use it to pass information such as the contact's name from the CRM to be used in the Welcome message. You can convert this object using the asjson() method in a Snippet action. For Amazon Lex bots, this property is required. Use a Snippet action with code from the customPayload snippet. Other bots may benefit from this property and the customPayload snippet. For Google Dialogflow ES bots, this property is used to pass the context for an intent For Google Dialogflow CX bots, see the Best Practices for Custom Payload with Google Dialogflow CX section. Don't use this property if you need to process data that the bot returns to the script. Instead, use the customPayloadVarName (out) variable. |
| maxTimeouts |
Sets the number of no-utterance exchanges before routing to the error fallback branch. |
| maxNotUnderstood |
Sets the number of failed intent recognition exchanges before routing to the error fallback branch. |
Branches
| Branch | Details |
|---|---|
| OnBotSessionComplete |
Path taken when the bot indicates that the conversation has ended. |
| OnError | Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem. |
| OnDTMFBreakout |
Path taken when a DTMF |
| OnUserInputTimeout |
Path taken when there is no response by the user in the time specified in the Default Next Prompt Behavior Snippet action. See the script example in this topic or Virtual Agent Hub for more information on the snippets required to set up a bot in Studio. |
| OnUserInputNotUnderstood |
Path taken when the user's intent is not matched by the bot. The Default Fallback Intent property is used for Google Dialogflow ES when the intent is not matched. |
Output Variables
| Variable | Details |
|---|---|
| customPayloadVarName (out) |
Returns custom JSON data from the virtual agent bot to the script. Use this variable when you want the script to process data that the bot provides. May contain fulfillment data. If you want to provide data to the bot, use the customPayload property. |
| errorDetailsVarName (out) |
Prompts the error intent sequence; can lead to a transfer to a live agent. |
| intentInfoVarName (out) |
Lists details from the bot indicating current user intent. |
Snippet Action Code
Some of this action's properties require Snippet action code. You can follow these examples when creating your script.
View customPayload snippet code example
Use this code with actions that have the customPayload property to pass data from the script to the virtual agent bot Virtual agent designed to handle specific interactions. When you configure the customPayload property, use the asJSON() method. For example, {customPayload.asJSON()}.
This snippet is required for Amazon Lex bots, even if you don't need to pass information to the bot. Amazon Lex uses the data passed through the customPayload property to set SessionAttributes for your Lex bot. Other bots may also benefit from the snippet code that passes a placeholder.
This snippet is required for Google Dialogflow ES bots. It passes context information that the bot uses to determine intent What the contact wants to communicate or accomplish. Follow the recommended best practices for integrating custom payload data with Google Dialogflow ES.
If you don't need to pass information to the bot, follow this example:
If you want to pass information to the bot, follow this example:
Example of passing data
DYNAMIC customPayload
customPayload.context.id="information"
customPayload.context.lifespan=1
customPayload.context.parameters.name="Fenrir"
customPayload.context.parameters.age="19"
customPayload.context.parameters.date="20201020"
Best Practices for Custom Payload with Google Dialogflow CX
When using this action with Google Dialogflow CX follow these best practices for integrating custom payloads:
- Dialogflow CX doesn't use contexts to pass data to Dialogflow intents What the contact wants to communicate or accomplish like Dialogflow ES does.
- You can pass custom data to Dialogflow CX using JSON key-value pairs. In a Snippet action in your script, create a DYNAMIC customPayload object and add the key-value pairs to it. For example:
DYNAMIC customPayload
customPayload.ani = ani
customPayload.contactID = contactId
customPayload.masterContactId = masterId
customPayloadJSON = "{customPayload.asJSON()}" - In the Exchange or Conversation action in your script, configure the customPayload property with the variable you used in the customPayload object with the asJSON() method.
- Pass the customPayload JSON to the bot using the Payload property of QueryParameters (see Google documentation on QueryParameters for Google Dialogflow CX).
- Data passed through QueryParameters is received by a webhook in Dialogflow CX. You can write code in the Dialogflow CX console to handle the passed data.
- To pass custom data from your Dialogflow CX bot back to the script, use the Custom Payload field in the Dialogflow CX console for the virtual agent you're using with CXone. Map this to your script using the customPayloadVarName (out) variable in the voicebot or chatbot Studio action in your script. For example, you can use this to set the next prompt's behaviors.
Best Practices for Custom Payload with Google Dialogflow ES
When using this action with Google Dialogflow ES, follow these best practices for integrating custom payloads:
- CustomPayload is used to pass context for an intent What the contact wants to communicate or accomplish. Context helps the bot understand the user's intent. Contexts aren't required, but they help the bot match an utterance What a contact says or types. to an intent.
- In a Snippet action in your script, create a DYNAMIC customPayload object that follows the format outlined in the
- You can also pass custom data with customPayload without contexts. To do this, include standard JSON key-value pairs to a DYNAMIC object.
- The customPayload dynamic object is passed as a bot parameter as JSON, as shown in the example script.
View example script for integrating custom payload
This script is an example of how to integrate custom payloads with Google Dialogflow ES bots. This script uses the VoicebotExchange action, but the process of integrating custom payload is the same.
Example Script Using VoiceBot Conversation
Example Script for CustomPayload with Google Dialogflow ES
This script is an example of how to integrate custom payloads with Google Dialogflow ES bots. This script uses the VoicebotExchange action, but the process of integrating custom payload is the same.