DES/Current/Designer/BotBlock - Revision history

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@@ Line 88: / Line 88: @@
 This option enables you to pass an initial slot (or entity) value to a Lex or, Dialogflow ES or CX bot. This can be useful when an attribute is known before the interaction starts, such as the customer's name, phone number, or email address. With this slot already filled, the bot won't need to prompt the customer to provide this information if the Bot block sends it to the external bot.
-To use this option, you'll need to set up a variable that contains a JavaScript object that defines the value you want to pass to the bot. Then, select this variable from the dropdown. This also requires some configuration with your bot service provider, as you'll need to define an input context (or session attribute) for the slot and assign it a default value that corresponds to the JavaScript object. We've included an example that shows how to do this with a Dialogflow bot, but you can refer to the documentation from your bot service provider for additional information.
+To use this option, you'll need to set up a variable that contains a JavaScript object that defines the value you want to pass to the bot. Then, select this variable from the dropdown. This also requires some configuration with your bot service provider, as you'll need to define an input context (or session attribute) for the slot and assign it a default value that corresponds to the JavaScript object. We've included an example that shows how to do this with a Dialogflow bot, but you can refer to the documentation from your bot service provider for additional information.    {{NoteFormat|If a Dialogflow CX Bot is configured with slots that have the same name as an attribute passed as context from Designer, Designer will reset the Dialogflow CX slot value back to the original value defined in the context attribute on every turn. Defining Designer context attributes with the same name as the Dialogflow CX slots therefore causes undesirable behavior and is not recommended.|3}}
 ====Example (Dialogflow ES)====
 For a quick example of how this works, let's set this up with a Dialogflow ES bot. First, we'll go to the '''Intents''' section of the bot and add a new '''Context.''' In this example, we've created an intent called '''Intent with context''' and added an input context to it, called '''ExampleContext.'''

@@ Line 228: / Line 228: @@
 *'''Send DTMF input to the bot'''<br />If your Dialogflow CX bot is configured to accept DTMF inputs, enabling this option allows both voice and DTMF inputs to be sent to the bot. You can then configure the '''Input termination character''', '''Interdigit Timeout''', and '''Terminating Timeout''' settings (see {{Link-SomewhereInThisVersion|manual=Designer|topic=UserInput|anchor=DTMFSettingstab|display text=DTMF settings}} for more information about these settings). When this option is enabled, customers can provide DTMF input at any point in the conversation where they would typically provide voice input. If both voice and DTMF input are provided simultaneously, the DTMF input is given priority and the voice input is ignored.
 *:{{NoteFormat|'''No Input''' timeout settings apply to ''both'' voice and DTMF inputs. After the first DTMF input is provided, the '''Input termination character''' and '''Interdigit Timeout''' settings are used to determine when the DTMF input has ended.|}}
-*'''Use Inband DTMF''' is available when the '''Send DTMF input to the bot''' option is enabled. When this is enabled, DTMF settings configured in the Google Dialogflow CX bot are respected. (For Designer on private edition only).
+*'''Use Inband DTMF''' is available when the '''Send DTMF input to the bot''' option is enabled. When this is enabled, DTMF settings configured in the Google Dialogflow CX bot are respected.
 The '''Confidence Level''' slider can be used to adjust the confidence level threshold for the '''Bot''' block. This property is not sent to the bot provider; it is used only by Designer to determine if a response from the bot is a '''No Match'''. If the confidence received from the bot is less than the specified threshold level, then Designer treats it as a '''No Match'''. Otherwise, the response is handled normally.

@@ Line 212: / Line 212: @@
 If '''Use Streaming Audio''' is enabled, you can also select a barge-in option. Select '''Disable barge-in''' to prevent customers from interrupting the playback of bot prompts with voice or DTMF inputs. If you want the bot service to manage how barge-in is handled, you can select '''Use barge-in settings from Bot''' to override the Designer settings.
-The '''Beep before listening for input''' option is available only if '''Use Streaming Audio''' is not enabled. When enabled, a tone is played after the bot asks the customer for input. The '''Bot''' block only recognizes the input that is received from the customer after the beep has played. You can then adjust the '''Input timeout''' values for both voice and chat inputs. These settings tell Designer how long to wait (in seconds) before assuming that the customer did not provide any input to the bot.{{NoteFormat|'''For Google Dialogflow CX bots'''</br>
+The '''Beep before listening for input''' option is available only if '''Use Streaming Audio''' is not enabled. When enabled, a tone is played after the bot asks the customer for input. The '''Bot''' block only recognizes the input that is received from the customer after the beep has played. You can then adjust the '''Input timeout''' values for both voice and chat inputs. These settings tell Designer how long to wait (in seconds) before assuming that the customer did not provide any input to the bot.
-Designer does not support the '''No speech timeout''' value in the Google Dialogflow CX bot agent settings. Therefore, '''input timeout''' and no-input prompting settings for Dialogflow CX bots must be configured in the Bot block. To avoid unexpected results, Genesys recommends using an input timeout value that is less than the '''No speech timeout''' value configured in the Dialogflow CX bot agent settings. |}}If you are using a Google Dialogflow CX bot, you can also manage the following options (these are not available for other bot types):
 *'''Enable''' '''Sentiment Analysis'''<br />You can enable this option if the Dialogflow CX bot is performing sentiment analysis while detecting intents. The bot service analyzes the input to determine the overall attitude of the customer (e.g. positive, negative, or neutral) and returns the result to Designer in a variable.
 *'''Send DTMF input to the bot'''<br />If your Dialogflow CX bot is configured to accept DTMF inputs, enabling this option allows both voice and DTMF inputs to be sent to the bot. You can then configure the '''Input termination character''', '''Interdigit Timeout''', and '''Terminating Timeout''' settings (see {{Link-SomewhereInThisVersion|manual=Designer|topic=UserInput|anchor=DTMFSettingstab|display text=DTMF settings}} for more information about these settings). When this option is enabled, customers can provide DTMF input at any point in the conversation where they would typically provide voice input. If both voice and DTMF input are provided simultaneously, the DTMF input is given priority and the voice input is ignored.
 *:{{NoteFormat|'''No Input''' timeout settings apply to ''both'' voice and DTMF inputs. After the first DTMF input is provided, the '''Input termination character''' and '''Interdigit Timeout''' settings are used to determine when the DTMF input has ended.|}}
 The '''Confidence Level''' slider can be used to adjust the confidence level threshold for the '''Bot''' block. This property is not sent to the bot provider; it is used only by Designer to determine if a response from the bot is a '''No Match'''. If the confidence received from the bot is less than the specified threshold level, then Designer treats it as a '''No Match'''. Otherwise, the response is handled normally.

@@ Line 19: / Line 19: @@
 The '''Bot''' block typically collects input from the customer, sends it to the external bot service, and waits for a response. This response may trigger completion of the '''Bot''' block (i.e. success or error) or it may trigger another ''turn'' of playing back a prompt to the customer and collecting additional input, which is again sent to the external bot service. These turns are handled internally in the '''Bot''' block and there is no need for the application developer to add more blocks to handle these.
-=== See how it works ===
+===See how it works===
 Watch this video to learn more about using bots in Designer applications.
@@ Line 322: / Line 322: @@
 ====Bot invocation or system error====
-If <code>true</code>, this indicates that Designer was not able to successfully reach or invoke the bot service. There could be an issue with the system, or you might need to check the credentials provided for your bot service in the {{Link-SomewhereInThisVersion|manual=Designer|topic=BotRegistry|display text=Bot Registry}}. Otherwise, this returns <code>false</code>.
+If <code>true</code>, this indicates that Designer was able to successfully invoke the bot service without any errors. If <code>false</code>, an error was encountered and the bot was not successfully invoked. There might be an issue with the system, bot service, or you might need to check the credentials provided for your bot service in the {{Link-SomewhereInThisVersion|manual=Designer|topic=BotRegistry|display text=Bot Registry}}.
 ====Bot engine execution error====
-If <code>true</code>, this indicates that Designer was able to communicate with the bot, but an error occurred while the bot engine was processing the request. For example, the bot returned an incorrect response and triggered the '''Error Handler''' block. Otherwise, this returns <code>false</code>.
+If this value is undefined, this indicates that no errors occurred. If <code>true</code>, this indicates that Designer was able to communicate with the bot, but an error occurred while the bot engine was processing the request. For example, the bot returned an incorrect response and triggered the '''Error Handler''' block. If it returns <code>false</code>, it means that there was an error with the bot or the system.
 ===Additional bot information===
 The variables in this section are applicable only to Dialogflow CX type bots. Dialogflow CX bots manage conversations differently than other types of bots. If you are using a Dialogflow CX bot, you can set these variables to capture additional details about the interaction.

@@ Line 12: / Line 12: @@
 |sectionHeading=About bots in Designer
 |anchor=about
-|alignment=Horizontal
+|alignment=Vertical
 |structuredtext=Bots are software applications that leverage natural language processing and natural language understanding to recognize input and respond to customers in a way that resembles a conversation with a live agent. They can determine what a customer wants to do based on natural language input and then proceed with collecting the information required to fulfill the request or intent.
-If you have a bot configured with a supported bot services provider, such as Google DialogFlow ES or CX, Amazon Lex, or {{Link-AnywhereElse|product=GDE|version=Current|manual=User|topic=Overview|display text=Genesys Dialog Engine}}, you can add it to the Designer {{Link-SomewhereInThisVersion|manual=Designer|topic=BotRegistry|display text=Bot Registry}}. You can then use a '''Bot''' block to integrate the bot service with a Designer application.
+If you have a bot configured with a {{Link-SomewhereInThisVersion|manual=Designer|topic=BotRegistry|anchor=SupportedBots|display text=supported bot service provider}}, you can add it to the Designer {{Link-SomewhereInThisVersion|manual=Designer|topic=BotRegistry|display text=Bot Registry}}. You can then use a '''Bot''' block to integrate the bot service with a Designer application.
-The Bot block typically collects input from the customer, sends it to the external bot service, and waits for a response. This response may trigger completion of the Bot block (i.e. success or error) or it may trigger another ''turn'' of playing back a prompt to the customer and collecting additional input, which is again sent to the external bot service. These turns are handled internally in the Bot block and there is no need for the application developer to add more blocks to handle these.
+=== See how it works ===
-Watch the video to learn more about using bots in Designer applications.
+{{Video|id=439401643|Description=Using bots in Designer applications|width=572|height=392}}
 |Status=No
 }}{{Section
@@ Line 160: / Line 158: @@
 {{AnchorDiv|EventCX}}
 ===Invoking a Dialogflow CX bot with events===
 You can also use an '''Event''' to initiate a bot interaction with a Dialogflow CX bot without requiring the customer to provide any input. The context is still passed normally when invoking the bot with an event. The functionality is similar to that of Dialogflow ES bots, but the structure of the JSON object has additional fields and certain naming conventions must also be observed (noted below).

@@ Line 56: / Line 56: @@
 {{AnchorDiv|bot_intents}}
 ===Configure intents===
-{{NoteFormat|'''For Dialogflow CX bots'''
+{{NoteFormat|'''For Google Dialogflow CX bots'''
-* You can skip the settings in the '''Configure intents''' section as these are not applicable to Dialogflow CX bots.
+* You can skip the settings in the '''Configure intents''' section as these are not applicable to Google Dialogflow CX bots.
 * Intent child blocks (or any other type of nested or child blocks) are not supported for Dialogflow CX bots, even if they are shown by Designer. The '''Error Handler''' block, however, is supported and should be used to handle errors. All other exits from the Bot block will proceed directly to the next block.|}}
@@ Line 80: / Line 80: @@
 {{AnchorDiv|assignments}}
 ===Intents and Slots assignment===
-{{NoteFormat|'''For Dialogflow CX bots'''
+{{NoteFormat|'''For Google Dialogflow CX bots'''
-* You can skip the settings in the '''Intents and Slots assignment''' section as these are not applicable to Dialogflow CX bots.|}}This tab allows you select variables to store values for the selected '''Intent''' and the related '''Slots'''.
+* You can skip the settings in the '''Intents and Slots assignment''' section as these are not applicable to Google Dialogflow CX bots.|}}This tab allows you select variables to store values for the selected '''Intent''' and the related '''Slots'''.
 [[File:des_bot_intents_assignments.png]]
@@ Line 207: / Line 207: @@
 |alignment=Vertical
 |structuredtext=Use this tab to configure settings and options related to the inputs customers provide to the bot service.
 [[File:des_bot_input_settings_4.png]]
-If you are setting up a Google Dialogflow bot, you can select '''Use Streaming Audio''' to have Designer stream the audio inputs directly to the bot services provider.
+If you are setting up a Google Dialogflow bot, you can select '''Use Streaming Audio''' to have Designer stream the audio inputs directly to the bot services provider. (Note that Google Dialogflow CX bots use streaming audio only.)
 If '''Use Streaming Audio''' is enabled, you can also select a barge-in option. Select '''Disable barge-in''' to prevent customers from interrupting the playback of bot prompts with voice or DTMF inputs. If you want the bot service to manage how barge-in is handled, you can select '''Use barge-in settings from Bot''' to override the Designer settings.
-The '''Beep before listening for input''' option is available only if '''Use Streaming Audio''' is not enabled. When enabled, a tone is played after the bot asks the customer for input. The '''Bot''' block only recognizes the input that is received from the customer after the beep has played. You can then adjust the '''Input timeout''' values for both voice and chat inputs. These settings tell Designer how long to wait (in seconds) before assuming that the customer did not provide any input to the bot.
+The '''Beep before listening for input''' option is available only if '''Use Streaming Audio''' is not enabled. When enabled, a tone is played after the bot asks the customer for input. The '''Bot''' block only recognizes the input that is received from the customer after the beep has played. You can then adjust the '''Input timeout''' values for both voice and chat inputs. These settings tell Designer how long to wait (in seconds) before assuming that the customer did not provide any input to the bot.{{NoteFormat|'''For Google Dialogflow CX bots'''</br>
+Designer does not support the '''No speech timeout''' value in the Google Dialogflow CX bot agent settings. Therefore, '''input timeout''' and no-input prompting settings for Dialogflow CX bots must be configured in the Bot block. To avoid unexpected results, Genesys recommends using an input timeout value that is less than the '''No speech timeout''' value configured in the Dialogflow CX bot agent settings. |}}If you are using a Google Dialogflow CX bot, you can also manage the following options (these are not available for other bot types):
 *'''Enable''' '''Sentiment Analysis'''<br />You can enable this option if the Dialogflow CX bot is performing sentiment analysis while detecting intents. The bot service analyzes the input to determine the overall attitude of the customer (e.g. positive, negative, or neutral) and returns the result to Designer in a variable.
 *'''Send DTMF input to the bot'''<br />If your Dialogflow CX bot is configured to accept DTMF inputs, enabling this option allows both voice and DTMF inputs to be sent to the bot. You can then configure the '''Input termination character''', '''Interdigit Timeout''', and '''Terminating Timeout''' settings (see {{Link-SomewhereInThisVersion|manual=Designer|topic=UserInput|anchor=DTMFSettingstab|display text=DTMF settings}} for more information about these settings). When this option is enabled, customers can provide DTMF input at any point in the conversation where they would typically provide voice input. If both voice and DTMF input are provided simultaneously, the DTMF input is given priority and the voice input is ignored.
-*:{{NoteFormat|'''No Input''' timeout settings apply to both voice and DTMF inputs. After the first DTMF input is provided, the '''Input termination character''' and '''Interdigit Timeout''' settings are used to determine when the DTMF input has ended.|}}
+*:{{NoteFormat|'''No Input''' timeout settings apply to ''both'' voice and DTMF inputs. After the first DTMF input is provided, the '''Input termination character''' and '''Interdigit Timeout''' settings are used to determine when the DTMF input has ended.|}}
 The '''Confidence Level''' slider can be used to adjust the confidence level threshold for the '''Bot''' block. This property is not sent to the bot provider; it is used only by Designer to determine if a response from the bot is a '''No Match'''. If the confidence received from the bot is less than the specified threshold level, then Designer treats it as a '''No Match'''. Otherwise, the response is handled normally.
@@ Line 235: / Line 233: @@
 You can use the settings on this tab to set up the '''Bot''' block to control retry handling (see below) or trigger an event that allows the external bot service to control all retry handling (see {{Link-SomewhereInThisVersion|manual=Designer|topic=BotBlock|anchor=no-input-event-bot|display text=Send No Input Event to Bot}}).
 ===Use application-wide retry===
 Select this option if you want to use the retry settings that are specified on the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=global_retry|display text=Global Retry tab}} in the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings}}.
@@ Line 262: / Line 259: @@
 {{AnchorDiv|no-input-event-bot}}
 ===Send No Input Event to Bot===
-(This option is supported for '''Dialogflow ES''' bots only.)
+(This option is supported for '''Google''' '''Dialogflow ES''' bots only.)
 If the external bot service is handling retry behavior, you can select this option to send a '''No Input''' event to the bot service.

@@ Line 24: / Line 24: @@
 Watch the video to learn more about using bots in Designer applications.
 |structuredtextwide={{NoteFormat|
-Support for Google Dialogflow CX bots is currently only available for Designer Private Edition deployments.|}}
+Support for Google Dialogflow CX bots is currently only available for Designer Private Edition and Azure deployments.|}}
 |Status=No
 }}{{Section