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To add and configure a new bot, click the "Add Bot button from the Bot Builder module.
" button in the BotBuilder module. Depending on the bot category you selected at the top of the module ("Chat" or "Voice"), you'll be able to configure a new bot of the corresponding type.
Sagicc will take you to the configuration view of a new bot. Initially, Sagicc you will ask you have to specify enter the following basic information for the bot:
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Name: Specify a name for the bot.
Description: Add a description, indicating the purpose/purpose of the bot.
Bot Template (only available for chat-type bots): Select one of the available bot templates to start building your bot, or select Empty Bot “Empty Bot” if you want to create your bot from scratch. The available templates contain examples of different types of nodes and allow you to have conversations with customers for three specific use cases:
Appointment Scheduling: generates a conversation for scheduling an appointment for a specific service. It contains a node that queries available appointment schedules through a web service and displays them to the customer for selection.
Prospect Capture: Generates a conversation for capturing prospects for your company. Captures and stores different prospect data (name, type of document, email, etc.).
Satisfaction Survey: Generates a conversation to conduct a customer satisfaction survey. It asks the customer to rate the service received (on a scale of 1 to 5) and collects comments.
Gen AI Agent: Generates a conversation in which an agent powered by Generative Artificial Intelligence will handle a smooth interaction with the customer, based on a predefined prompt.
Use an existing bot as a template (only available for chat-type bots): Activate this option if you want to use a bot previously created on the platform as a template for your new bot. Upon doing so, a selector with available bots will be displayed. Choose the bot you want to use, and its published version will be duplicated and automatically loaded as a template for the new bot.
Once the requested information has been is entered, click "Continue" to access thestart configuring your bot builder. HereOn the next screen, you will find the screen divided into three (3) main sections:
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The The top bar will include display the basic data information of the bot and will allow you to edit them it by clicking the "Edit" button located on the left side of the bar. It will also display include a list of all available bot versions of the bot and various options for saving the bot: Save Version and Publish Versionand two buttons for different save options: "Save" to record changes without publishing them, and "Publish" to update and apply the changes, making them available in production.
The panel on the left corresponds to the work area, and will show the different nodes that make up the bot and the connections between them. This graphical visualization of the bot will help you better follow the flow of the conversation. In this work area you can use your mouse to zoom in and out, and also to select a specific node or its connections and move its position within the work area.
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The panel on the right side of the screen allows you to carry out various actions to configure your bot. From here, you can add new nodes and edit the configuration of existing nodes or select a specific node to focus on it in the workspace and edit its settings. By clicking the "Edit" button of on a specific node, its configuration will be displayed in this panel, allowing you to make the necessary modifications . Additionallyto the node.
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Additionally, if your bot is of the "Chat" type, clicking the "Conversation Preview" button
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in the right panel will open a window
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where you can send a message
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to start a conversation with the bot. This will allow you to validate its
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behavior and ensure it works correctly.
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Building the Bot: Nodes and Connections
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To build the logic of a conversational or transactional bot, you must keep in mind that these are flows or structures made up of connected or linked nodes. In simpler wordsterms, building the bot consists of adding the necessary nodes and connections, in the right correct order, for so that the conversation between the virtual assistant to have a fluid and meaningful conversation with the customerand the customer is smooth and meaningful.
Each node of the bot flow determines a step or action of the conversation between the virtual assistant and the customer. Depending on the bot's goal, each node has a specific type and configuration. Comparing a real conversation and the nodes of a bot flow, we have the following analogy:
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Each node of the bot flow is represented in the workspace by a card, and the connections between the nodes are represented by curved lines joining those cards, representing the sequence or jump from one node to another (find more details in the section https://technisupport.atlassian.net/wiki/spaces/S2MDU/pages/2027552769) . The card of a specific node and its connections contain the following options and/or elements:
Basic Node Information: Displays the basic data of the node, such as name, description and node typethe node type and the message that will be sent within the node.
Edit Node: Click here on this button to view the node configuration in the right pane and make the necessary modifications to the node.
Delete Node: Click here on this button to delete the node from the workspace and the bot.
Add Node: Corresponds to the exit point of the node. Click here to add a new node, and link it to the selected node.
Remove Connection: Click here to remove the connection between two nodes.
Connection point between nodes: Corresponds to the node's entry point. Using the mouse, you can create a connection between two nodes by clicking and holding (dragging) from the Add Node button (exit point) of one node to the connection point (entry point) of another node.
Remove Connection: Click here to remove the connection between two nodes.
Some other points to take into account in the construction of the bot and nodes are:
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Keep in mind what is going to be the message or type of message triggering the conversation. The first bot node must be able to recognize this message and act on it.
Except for the first (has only child nodes) and last node of the flow (has only parent node), all nodes have a parent node or node that links to the entry point, and one or more child nodes that link to the node's exit point.
Logic is important when constructing a bot conversation flow, so the order and sequence of nodes will influence the flow and effectiveness of the conversation.
In case of leaving "orphaned" or unconnected nodes, they will be listening to the customer's messages constantly, regardless of the rest of the flow.
Node Configuration (
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“Chat”)
Name: It is the name of the node.
Description: Is the description and/or purpose of the node within the flow.
Intent: It is the specific intention of the end customer when entering the node. It is recommended that the intentions of each of the nodes are unique and different, since this value will be used to obtain statistics and analyze the bot's conversations.
Pattern: This is the pattern or regular rule that must match the incoming messages sent by your customer for the bot to execute the node's logic. This pattern can be an exact text string (for example, if the given pattern is "Hello", the node logic will execute when the customer types "Hello", or a regular expression that encompasses several options. More information about regular expressions and patterns here: https://developer.mozilla.org/es/docs/Web/JavaScript/Guide/Regular_Expressions
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Node Type: This is the type of node and must be selected according to the purpose of the node (giving a message to the customer, asking the customer for information, querying an external web service, etc.). The available node types are (find the detailed description of each node type below):
Ask
Say
Capture: By selecting this node type, the following additional fields will be displayed in the form:
Expected: Type here a regular expression to validate the response sent by the customer.
List: By selecting this node type, the following additional fields will be displayed in the form:
List: Specify here the list of values to be shown to the customer for selection. In case the tickets come from a previous node of Web Service type, use the nomenclature {{webhook.response}}.
Fallback: When selecting this node type, the following additional fields will be displayed in the form:
Bot: Select here the bot to which the conversation will be moved in case of exceeding the maximum attempts.
Bot Node: Select here the bot node to which the conversation will be moved in case the maximum attempts are exceeded.
Maximum Attempts: Specify here the maximum number of attempts that the customer will have to retry the previous step to this node.
Scheduled Node: When selecting this node type, the following additional fields will be displayed in the form:
Start Date: Specifies here the start date of the period/range during which this node will be applied.
End Date: Specify here the end date of the period/range during which this node will be applied.
Validator: When selecting this node type, the following additional fields will be displayed in the form:
Condition Type: Specifies here whether the validation rules will be applied with the conditional and (or - all of the rules comply) or with the conditional or (or - some of the rules comply).
Validation Rules: Add one or more validation rules, specifying a variable, an operator, and a value.
Web Service: When selecting this node type, the following additional fields will be displayed in the form:
Request Type: Select one of the available HTTP request types (GET, HEAD, POST, PUT, DELETE, CONNECT, OPTONS, TRACE, PATCH).
URL/Endpoint/IP: Specify here the URL/endpoint/IP address to access the webservice. For example, https://mywebservice.mybusiness.com/getCustomerInfo/4224563
Headers: Specify here the headers that should be added to the HTTP request to consume the web service. For example, { "Authorization": "AccessKey GoCsdWE5rR2x7oXTQ4cPn4fTb5R"}.
Body: Specify here the body of the HTTP request. Generally, this body should have a JSON structure. For example, {"first name": "Jane", "last name": "Doe}.
Timeout: Specify here the maximum time Sagicc will have to wait when consuming the web service. If this time is exceeded, the request will be considered failed.
Dialog Flow
Go to
Bot: Select here the bot to which the conversation will be moved.
Bot Node: Select here the bot node to which the conversation will be moved.
Use template: Activate this option if the message you want to send in the node corresponds to a previously created template in Sagicc. By activating it, you will be able to select the desired template.
Message: This is the message that will be sent to the customer in this conversation node. It can be a customized message with variables, emojis 😀😎😋, links (), specific formatting (hello, hello,
hello), and can include variables associated with the case, customer, and other entities in Sagicc. Use the “Variables” option to copy variables and include them in the message.
Send Attachment: Enable this option if you want to send an attachment to the customer when reaching this bot node. Once activated, you will see a selector that allows you to drag or select the file from your device that you want to send. The maximum allowed file size is 25 MB.
Action: corresponds to an action that will be executed in Sagicc when the conversation between the bot and the customer passes through this node. The available actions are:
Transfer to agent: Transfers the conversation with the customer to a human agent of the campaign, modifying the user assigned to the ticket generated for the conversation.
Transfer to a campaign: Transfers the conversation with the customer to a different campaign.
End conversation: Marks as closed the ticket generated for the conversation with the customer.
Release conversation: Removes the user assigned to the ticket generated for the conversation (Sagicc System) and leaves the ticket free so that any human agent can take it and continue the conversation with the customer.
Add Labels: Add one or more labels to the customer associated with the ticket, simplifying the process of organizing and marking customers. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Replace Labels: Replace all labels assigned to the customer associated with the ticket with the newly selected tags. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Enabled: Specifies whether the node is enabled or disabled in the flow.
Node Types (CHAT)
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Node Type
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Description
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Additional Fields
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Use Case
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Say
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This type of node will allow you to say (send) a specific message to the customer and immediately move on to the next node in the flow.
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None
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Hello, thank you for contacting Empresa SAS. It is a pleasure to serve you!
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Ask
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This type of node will allow you to ask a specific question to the customer and wait for an answer. The answers accepted in this node, such as words, numbers or phrases, must be defined in the following nodes to define the flow depending on the answer given by the customer.
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None
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To give you a more personalized attention, please confirm that you agree with our terms and conditions.
We are pleased to greet you! How can we help you today?
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Capture
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This type of node will allow you to say (send) a message, wait and capture the response from the customer to store it in a Sagicc variable. It is possible to add a regular expression to validate the response sent by the customer, and specify the variable in which the response will be stored.
Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the customer's response does comply with the validation pattern, and one for the tickets where the response does not comply with the pattern.
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Expected: Type here a regular expression to validate the response sent by the customer.
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To give you a more personalized attention, please give us your name.
The name is stored as the first name of the Sagicc customer.
Enter your email address to continue the conversation
The e-mail address is stored as the Sagicc customer's contact information.
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List
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This type of node will allow you to show the customer a list of options to select from. These options can be static, or they can be previously consulted with a Web Service type node.
Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the customer selects a valid option, and one for the tickets where the customer selects an invalid option.
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List: Specifies here the list of values to be shown to the customer for selection. In case the tickets come from a previous Web Service node, use the nomenclature {{webhook.response}}.
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Please select your document type:
1. Identity Card
2. Passport
3. Social Security Number
4. Other
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Fallback
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This type of node will allow you to execute a specific action in case the bot does not recognize the customer's intent. The node will allow you to say (send) a message to the customer, and return to the previous node for the customer to try to continue the conversation. This behavior will be repeated a specific number of times, and in case of reaching the maximum number of attempts, you can move the conversation to another node or specific bot.
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Bot: Select here the bot to which the conversation will be moved in case of exceeding the maximum attempts.
Bot Node: Select here the bot node to which the conversation will be moved in case the maximum attempts are exceeded.
Maximum Attempts: Specify here the maximum number of attempts that the customer will have to retry the previous step to this node.
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The option you selected is not valid. Please try again.
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Scheduled Node
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This node will allow you to execute an action in a specific period/range of time (for example, send your customer a message during the holidays). This node takes into account a start date and an end date, to define whether the logic of the node is applied and the message is sent to the customer. If the node is not applicable, the bot will skip this node and move to the next one.
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Start Date: Specifies here the start date of the period/range during which this node will be applied.
End Date: Specifies here the end date of the period/range during which this node will be applied.
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We are currently unavailable to assist you through this channel. We will be back on 2023-01-02! Happy Holidays!
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Validator
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This node will allow you to perform advanced validations of the input variables captured by the bot. It is possible to configure one or more validation rules in this node.
Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the input variable meets the validation rules, and one for the tickets where the input variable does not meet the validation rules.
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Condition Type: Specifies here if the validation rules will be applied with the conditional and (or - all of the compliance rules) or with the conditional or (or - some of the compliance rules).
Validation Rules: Add one or more validation rules, specifying a variable, an operator, and a value.
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Web Service
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Gen AI: When selecting this type of node, the following additional fields will appear in the form:
Prompt: Write the prompt that will be used to provide instructions to the AI agent, ensuring that you include the communication tone, context, expectations, and any other relevant details to effectively guide its behavior. Keep in mind that the success of implementing a bot powered by Generative AI depends largely on the quality of the prompt provided. Find more information about Generative AI here: https://aws.amazon.com/es/what-is/generative-ai/. Learn more about Prompt Engineering here: https://aws.amazon.com/es/what-is/prompt-engineering/.
Enable RAG Technology: Select this option if you want to enable RAG (Retrieval-Augmented Generation) technology in the Gen AI node. This technology allows the node to access Sagicc's Knowledge Base articles to generate more precise and contextually relevant responses. Find more information about RAG technology here: https://aws.amazon.com/es/what-is/retrieval-augmented-generation/.
Knowledge Base Categories for RAG: If RAG technology is enabled for the node, select the Sagicc Knowledge Base categories in this field that contain articles with information relevant to the AI agent.
| Info |
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Keep in mind that the use of this type of node involves additional costs due to the use of Artificial Intelligence models. These costs are determined by the number of input tokens and output tokens calculated for each interaction with the AI agent. Below, we explain the key concepts related to this process.
Example: If a client sends a query that consumes 50 input tokens, and the model generates a response of 60 output tokens, the total tokens processed will be 110 tokens. Costs are based on this total number of tokens, which varies according to the length and complexity of both the input and the output. It’s important to consider these details, as using more tokens increases the cost of the service. |
Use template: Activate this option if the message you want to send in the node corresponds to a previously created template in Sagicc. By activating it, you will be able to select the desired template.
Message: This is the message that will be sent to the customer in this conversation node. It can be a customized message with variables, emojis 😀😎😋, links (), specific formatting (hello, hello,
hello), and can include variables associated with the case, customer, and other entities in Sagicc. Use the “Variables” option to copy variables and include them in the message.
Send Attachment: Enable this option if you want to send an attachment to the customer when reaching this bot node. Once activated, you will see a selector that allows you to drag or select the file from your device that you want to send. The maximum allowed file size is 25 MB.
Action: corresponds to an action that will be executed in Sagicc when the conversation between the bot and the customer passes through this node. The available actions are:
Transfer to Agent: Transfers the conversation with the customer to a human agent of the campaign, modifying the user assigned to the ticket generated for the conversation.
Transfer to a Campaign: Transfers the conversation with the customer to a different campaign.
End Conversation: Marks as closed the ticket generated for the conversation with the customer.
Release Conversation: Removes the user assigned to the ticket generated for the conversation (Sagicc System) and leaves the ticket free so that any human agent can take it and continue the conversation with the customer.
Add Labels: Add one or more labels to the customer associated with the ticket, simplifying the process of organizing and marking customers. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Replace Labels: Replace all labels assigned to the customer associated with the ticket with the newly selected tags. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Enabled: Specifies whether the node is enabled or disabled in the flow.
Node Types (“Chat”)
Node Type | Description | Additional Fields | Use Case |
|---|---|---|---|
Say | This type of node will allow you to say (send) a specific message to the customer and immediately move on to the next node in the flow. | None | Hello, thank you for contacting Empresa SAS. It is a pleasure to serve you! |
Ask | This type of node will allow you to ask a specific question to the customer and wait for an answer. The answers accepted in this node, such as words, numbers or phrases, must be defined in the following nodes to define the flow depending on the answer given by the customer. | None | To give you a more personalized attention, please confirm that you agree with our terms and conditions.
We are pleased to greet you! How can we help you today? |
Capture | This type of node will allow you to say (send) a message, wait and capture the response from the customer to store it in a Sagicc variable. It is possible to add a regular expression to validate the response sent by the customer, and specify the variable in which the response will be stored. Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the customer's response does comply with the validation pattern, and one for the tickets where the response does not comply with the pattern. |
| To give you a more personalized attention, please give us your name. The name is stored as the first name of the Sagicc customer. Enter your email address to continue the conversation The e-mail address is stored as the Sagicc customer's contact information. |
List | This type of node will allow you to show the customer a list of options to select from. These options can be static, or they can be previously consulted with a Web Service type node. Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the request to the web service is successful and information is obtainedcustomer selects a valid option, and one for the tickets where the request to the web service fails or an error occurs. Request Type: Select one of the available HTTP request types (GET, HEAD, POST, PUT, DELETE, CONNECT, OPTONS, TRACE, PATCH). Headers: Specify here the headers that should be added to the HTTP request to consume the web service. For example, { "Authorization": "AccessKey GoCsdWE5rR2x7oXTQ4cPn4fTb5R"}. Body: Specify here the body of the HTTP request. Generally, this body should have a JSON structure. For example, {"first name": "Jane", "last name": "Doe}. Timeout: Specify here the maximum time Sagicc will have to wait when consuming the web service. If this time is exceeded, the request will be considered failed. |
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Dialog Flow | This node will allow you to easily integrate with the Dialog Flow service (Google) and connect your projects with the bot (more information about Dialog Flow here https://dialogflow.cloud.google.com/). Remember that you need administrator access to the Dialog Flow account to get the project credentials and configure this node. |
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Go to | This node will allow you to send the conversation with the customer to a specific node of the bot or move the conversation to another Sagicc bot. |
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customer selects an invalid option. |
| Please select your document type:
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Fallback | This type of node will allow you to execute a specific action in case the bot does not recognize the customer's intent. The node will allow you to say (send) a message to the customer, and return to the previous node for the customer to try to continue the conversation. This behavior will be repeated a specific number of times, and in case of reaching the maximum number of attempts, you can move the conversation to another node or specific bot. |
| The option you selected is not valid. Please try again. |
Scheduled Node | This node will allow you to execute an action in a specific period/range of time (for example, send your customer a message during the holidays). This node takes into account a start date and an end date, to define whether the logic of the node is applied and the message is sent to the customer. If the node is not applicable, the bot will skip this node and move to the next one. |
| We are currently unavailable to assist you through this channel. We will be back on 2023-01-02! Happy Holidays! |
Validator | This node will allow you to perform advanced validations of the input variables captured by the bot. It is possible to configure one or more validation rules in this node. Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the input variable meets the validation rules, and one for the tickets where the input variable does not meet the validation rules. |
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Web Service | This type of node will allow you to integrate with services external to Sagicc, consume APIs or web services and process information to be used by the bot. This node makes a request to a REST type web service, and stores the information obtained in the variable {{webhook.response}}, which can be used in the following nodes. Important: It is recommended to configure at least 2 child nodes for this type of node: one for the tickets where the request to the web service is successful and information is obtained, and one for the tickets where the request to the web service fails or an error occurs. |
| Just a moment, we are consulting the information of the customer with ID 123456789. The node consumes the configured web service and obtains the customer's information. |
Dialog Flow | This node will allow you to easily integrate with the Dialog Flow service (Google) and connect your projects with the bot (more information about Dialog Flow here https://dialogflow.cloud.google.com/). Remember that you need administrator access to the Dialog Flow account to get the project credentials and configure this node. |
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Go to | This node will allow you to send the conversation with the customer to a specific node of the bot or move the conversation to another Sagicc bot. |
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Gen AI | This node will allow you to configure an agent powered by AWS's generative artificial intelligence, which will handle and maintain smooth conversations with your customers. Important: The use of this type of node involves ADDITIONAL COSTS due to the use of Artificial Intelligence models. Find more information about Generative Artificial Intelligence here: https://aws.amazon.com/what-is/generative-ai/ Find more information about RAG technology (Retrieval-Augmented Generation) here: https://aws.amazon.com/what-is/retrieval-augmented-generation/ |
| Hello! My name is Luca, and I'm a sales specialist passionate about Sagicc, our amazing omnichannel customer experience platform. And you? What's your name? What brings you here today? I'm excited to tell you how Sagicc can revolutionize customer service in your company. |
Node Configuration (“Voice”)
Name: This is the name of the node.
Description: This is the description and/or purpose of the node within the flow.
Node Type: This is the type of node and should be selected according to its purpose (play an audio, capture customer information, etc.). The available node types are (find detailed descriptions of each node type below):
Read: When selecting this node type, the following additional fields will appear in the form:
Variable Name: This is the name of the variable through which the bot's response in this node will be identified. It can be accessed from other nodes.
Audio to Play: Attach the audio file to be played to the customer here. It must be in one of the following formats: wav, mp3, ogg.
Maximum Digits: Enter the maximum number of digits expected to be dialed by the customer.
Minimum Digits: Enter the minimum number of digits expected to be dialed by the customer.
Number of Attempts: Specify the number of failed attempts the bot will accept before moving to the fallback node. A failed attempt is one where the user dials more or fewer digits than allowed.
Audio to Play on Failed Attempt: Attach the audio file to be played to the customer after a failed attempt.
Fallback: Select the node to which the conversation will be redirected once the failed attempts are exhausted.
Playback: When selecting this node type, the following additional fields will appear in the form:
Audio to Play: Attach the audio file to be played to the customer here. It must be in one of the following formats: wav, mp3, ogg.
Number of Attempts: Specify the number of failed attempts to play the audio.
Fallback: Select the node to which the conversation will be redirected once the failed attempts are exhausted.
Go To: When selecting this node type, the following additional fields will appear in the form:
Action: Choose the action to be executed in this node. It can be "Transfer to a Campaign" or "Go to a Bot."
Campaign: If selecting "Transfer to a Campaign" in the previous field, choose the corresponding campaign here.
Bot: If choosing "Go to a Bot" in the previous field, select the corresponding bot here.
Bot Node: Select a specific node of the bot to which you want to redirect the conversation.
Menu: When selecting this node type, the following additional fields will appear in the form:
Variable Name: This is the name of the variable through which the bot's response in this node will be identified. It can be accessed from other nodes.
Audio to Play: Attach the audio file to be played to the customer here. It must be in one of the following formats: wav, mp3, ogg.
Number of Attempts: Specify the number of failed attempts the bot will accept before moving to the fallback node. A failed attempt is one where the user dials more or fewer digits than allowed.
Audio to Play on Failed Attempt: Attach the audio file to be played to the customer after a failed attempt.
Fallback: Select the node to which the conversation will be redirected once the failed attempts are exhausted.
Node Types (
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“Voice”)
Node Type | Description | Additional Fields | Use Case |
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Read | This type of node will allow you to play an audio for the customer and wait for a response from them. The customer's response will be stored in a variable within the context of the bot. |
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Playback | This type of node will allow you to play an audio for the customer without expecting keyboard or voice interaction from them. |
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Go To | This type of node will allow you to redirect the call to another IVR node, another voice bot, or a campaign for agent assistance. |
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Menu | This type of node will allow you to play an audio for the customer and implement a menu with up to 12 options for customer selection. Each menu option can direct the conversation to a different node, depending on the company's needs. The menu option selected by the customer will be stored in a variable within the bot's context. |
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Once you have finished configuring the bot and all its nodes, click the Save ”Save” button in the top bar to s ave save the changes and publish your first version of the bot.
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Version Selector: Allows you to select between different versions of the bot (published and unpublished). Click on one of the versions to load it into the bot builder and configure its nodes.
Save: Click here to save changes to the selected version of the bot.
Save as new version: After making modifications to a specific version of the bot, you can use this option to save your changes as a new version of the bot. Sagicc will ask you to enter the name of the new version, and when you click Continue “Continue”, you will have a new unpublished version of the bot.
Upgrade existing version
Update selected version
Delete selected version
Publish: Click here to publish the selected version of the bot. When you publish a bot version, it will be the one that defines the conversation between the virtual assistant and the customers.
Publish as new version
Update and publish an existing version
Update and publish over the published version
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