Table of Contents

Introduction

In this portion of the lab, we will be configuring the bot itself. We have three different use cases that we are going to complete so that we can take some of the load off of our customer service team. We will be collecting information, deciding if we need to handoff to an agent, making API calls, and relaying information back to the user.

Tools we will be using

  • Postman
  • Bot Builder
  • requestcatcher.com
  • jsonpathfinder.com
  • mockapi.io
  • Webex Connect Flow Builder

Vocabulary

  • Intents - Triggers to which your bot will respond
  • Utterances - Training phrases that will map to Intents
  • Entities - A kin to variables for running tasks.
  • Slots - Entities that are used in Intents.
  • Responses - Follow up to either get additional information regarding an entity or a response to an intent.

Use Cases

  1. Check if an item is in stock
    • Entities:
      • Stock Item: Custom list: Widget, Bobble
      • Color: Custom List: Green, Red, Yellow, Blue, Purple, Silver, Orange
    • Intent:
      • Check Stock
    • Utterances:
      • Do you have green bobbles?
      • Do you have red widgets?
  2. Change my order
    • Entities:
      • Email address (we already asked for this)
      • Order number (string)
    • Intent:
      • Update Order
    • Utterances:
      • be creative
    • Let’s assume that an agent will need to work with the customer after we gather the Entities

Training

  • Click Training

    Creating Entities

  • Select Entities
  • For Each Entity:
    • Click Create Entity

      Name: name of entity (don’t use spaces)

      Entity Type: pick data type

      If using a Custom List:

      Populate the list with values.

      Add any Synonyms that are necessary

Creating an Intent

  • Select Intents
  • Click Create Intent

    Name your intent (Example: Check Stock)

    Add utterances

    Create a phrase similar to what a user might enter.

    In the Slots section:

    Click link entity

    Select any entities that you will use for this intent

    Click the Required checkbox if they are required

    Select or create a new Template Key (Will be used to prompt for missing information)

    Click on words which represent Entities

    In the Response Section Click on final template key

    Select or create a Template key which will be used to respond to the intent once required slots are filled. (Example: Lookup Item)

  • Toggle reset slots after completion to True
  • Click Save.

  • Click Train and supply a reason for training.

Creating Responses

  • Click Responses
  • Locate the templates which you created for entity slot filling
    • Add some responses that will prompt the customer to enter in the connect information. (Example: Which Color?)
  • Open Variable Documentation in a new tab.
  • Locate the template which you created to respond to your intent
    • Populate the response with the Entities and Intents that you will be using as variables. (Example: ${entity.Color} ${intent})
  • Locate the Greetings template
    • Update the response to include ${consumerData}
      • We will make some adjustments during the testing
  • Click Update
  • Click Make Live

Testing Initial Bot Logic

  • Click back to the training section
  • Click Preview
  • Test your bot by using training phrases.

Testing Your Bot via Live Chat

  • Go to your website and launch a new chat
  • Fill in the form values
  • Note the Greeting is giving you all of the consumerData
    • Find where the Name which you provided in the form is shown
    • Go into the Bot Builder and update the Greeting Response to say “Hello [name that you provide], how can I help you today?
    • Click update and then Make Live in the upper corner of the Bot Builder
    • In the website chat, send teh message Hello
      • Did you see your new response?
  • Test your bot using your training phrases

Preparing for the API calls

  • Launch Postman

  • Import the lookup for Widgets and Bobbles

    • curl --location --request GET 'https://629f77cc8b939d3dc2987fa4.mockapi.io/api/v1/Widget?color=red'

    • curl --location --request GET 'https://629f77cc8b939d3dc2987fa4.mockapi.io/api/v1/Bobble?color=red'

  • For each cURL:

    File > Import > Raw test

    Paste the cURL command into the text area

    Click Continue

    Click Import

    Click Send in Postman

    Open a new browser tab to JSON Path Finder

    Copy the entire JSON payload from Postman

    Paste the payload into the left pane of JSON Path Finder

    Click the stockcount node on the right side of the screen and copy the path

    Replace the leading x with $

  • Open a new browser tab to Request Catcher
    • Use your Cisco Live lab ID as your subdomain
    • Click Get started

Launch Flow Builder

  • Create a copy of your Task Bot flow
  • Go into your service > My flows > Create Flow

    Name: your choice

    Type: Work Flow

    Method: Copy From Existing Flow

    Select Flow: Your working bot flow

    Click Create

    Click Save

  • Find the Task bot node and delete the onSuccess connector
  • Add a Branch node above the Task bot node
  • Connect the onSuccess node edge from Task bot to Branch
  • Open the Branch node

    Rename Branch1: checkStock

    Variable: Task Bot > taskbot.intent

    Condition: Equals

    Value: intent value (Check stock)

    Click Save

  • Add an HTTP Request node above Live Chat or In-App Messaging node
  • Drag the Green node edge connector from Branch to HTTP Request node and select checkStock
  • Drag another Green node edge connector from Branch to Live Chat or In-App Messaging node (it will auto select None of the above)
  • Drag the rest of the Red and Orange node edge connectors to the Close Conversation node
  • Drag the Green node edge from HTTP Request node to the Live Chat or In-app Messaging node
  • Open the HTTP Request Node:

    Method: Post

    Endpoint URL: https://CLLabID.requestcatcher.com

    Body: Task Bot > taskbot.entities

    Click Save

  • Click Save at the top of the flow
  • Click Make Live
  • Select your Application and click Make Live again
  • While you flow is publishing
    • Turn off your old flow
  • Once your new flow is published and the old flow is turned off
    • Create a new chat from your website and test your bot using your training phrases
    • Open the Request Catcher browser tab
    • Copy the last line into a notepad
  • Another method for obtaining the JSON is available in the bot builder

    Click Sessions

    Click on a conversation

    Click on a specific message

    You can now see the transaction info in the right pane

    Click the download icon in the upper right corner of the Transaction Info pane

    Extract the entities portion of the JSON

  • Go back into your flow
    • Click Edit in the upper corner
    • Drag a new Data Parser node into the flow above Append Conversation
    • Delete the onSuccess node connector from HTTP Request and attach it to the new Data Parser node
    • Connect both red node edges from the Data Parser to the Live Chat on In-App Messenger
    • Open the Data Parser node

      Input: Task Bot > taskbot.entities

      Sample Body: the data that you copied from Request Catcher

      Click Parse

      Select the $.Color.name and $.stockItem.value

      Click Import

      Create Output variable names (like color and item)

      Make both Variables Mandatory

      Click Save

    • Drag a new Branch node into the flow above Append Conversation
    • Connect the Green node edge from the Data Parser to the new Branch node
    • Connect all of the Red and Orange nodes edges to Close Conversation
    • Open the Branch node

      Rename Branch1 to Widget

      Variable: Data Parser > item

      Condition: Equals

      Value: Widget

      Add branch

      Rename Branch2 to Bobble

      Variable: Data Parser > item

      Condition: Equals

      Value: Bobble

      Click save

    • Drag 2 HTTP Request nodes into the flow above append conversation
    • Connect the Green node edge from Branch to the first HTTP node and select Widget
    • Open the HTTP Request
    • Click on Transaction Actions

      Click Add Action

      Time: On-Enter

      Action: Set Variable

      Variable:

      Add an new variable

      Variable name: stockURL

      Click Save

      Value: the url with the param left empty and then Data Parser > color (Example: https://629f77cc8b939d3dc2987fa4.mockapi.io/api/v1/Widget?color=$(n2316.color))

    • Click Configuration

      Method: GET

      Endpoint URL: Custom Variables > stockURL

      Connection Timeout: 1000

      Request Timeout: 1000

      Output Variable Name: itemCount

      Response Entity: Body

      Response Path: $[0].stockcount (from Postman and JSON Path Finder/Import from Sample)

    • Click Transaction Actions

      Add action

      Time: on-leave

      Action: Set variable

      Variable: messagetext

      Value: There is (output variables > itemCount) (Data Parser > color) (Data Parser > item)s in stock. Is there anything else I can do for you?

  • Connect the Green node edge from Branch to the first HTTP node and select Bobble
    • Open the HTTP Request
    • Click on Transaction Actions

      Click Add Action

      Time: On-Enter

      Action: Set Variable

      Variable: stockURL

      Value: the url with the param left empty and then Data Parser > color (Example: https://629f77cc8b939d3dc2987fa4.mockapi.io/api/v1/Bobble?color=$(n2316.color))

    • Click Configuration

      Method: GET

      Endpoint URL: Custom Variables > stockURL

      Connection Timeout: 1000

      Request Timeout: 1000

      Output Variable Name: itemCount

      Response Entity: Body

      Response Path: $[0].stockcount (from Postman and JSON Path Finder/Import from Sample)

    • Click Transaction Actions

      Add action

      Time: on-leave

      Action: Set variable

      Variable: messagetext

      Value: There is (output variables > itemCount) (Data Parser > color) (Data Parser > item)s in stock. Is there anything else I can do for you?

  • Drag a new Live Chat or In-App Messaging node into the flow
    • Connect the green node edges from both HTTP Request nodes
    • Open the Live Chat or In-App Messaging node

      Destination type: UserId

      Destination: Start > inapppessaging.userId $(n2.inappmessaging.userId)

      Message Type: Message

      Message: Custom Variables > messagetext

      Thread ID: Start > inappmessaging.threadId $(n2.inappmessaging.threadId)

      Click Save

    • Drag a new Append Conversation node into the flow
    • Connect the Green node edge from Live Chat or In-App Messaging to the Append Conversation node
    • Open the Append Conversation node

      Method Name: Append Chat

      Node Runtime Authorization: Pick default

      Channel: Livechat

      Conversation ID: Custom Variables > conversationId

      Message Type: Text With Attachments

      Direction: Outbound

      Text: messagetext $(messagetext)

      Timestamp: Start > inappmessaging.timestamp

      Attachments: null

    • Connect the Green node edge to the Receive node
    • Connect all remaining Red and Orange node edges to the Close Conversation node
    • Click Save in the upper right corner
    • Click Make Live
    • Confirm the proper application is selected and Click Make Live again.
  • Test you chat bot from your website
  • Do Use Cases 2 and 3

Congratulations, you have completed Lab 4 tasks!