The Bots Dashboard Builder Page displays information of the chatbots created within the KLoBot application. The user can create a new chat bot, search and view chat bots accordingly.

Features - Bots Dashboard

Navigation Bar

  1. Add a New Bot – Creates and adds a new chat bot to the bot list page.
  2. Search Chat Bot – User can search a chat bot by name or author of the chat bot.
  3. Summary View – Shows a list of chat bots in Grid view.
  4. List View – Shows a list of chat bots in List view.
  5. Max Bots – Shows maximum number of chat bots per page.
  6. Pagination – Allows user to view chat bots by clicking next or previous page.

Bots Dashboard - Summary View

  1. Chat Bot Name – Shows the name of the chat bot.
  2. Chat Bot Author – Shows the name of the user who created the chat bot.
  3. Modified Date – Shows the date when the chat bot was last modified.
  4. Delete – Deletes a chat bot in the bot list page.

Bots Dashboard - List View

  1. Chat Bot Name – Shows the name of the chat bot.
  2. Chat Bot Author – Shows the name of the user who created the chat bot.
  3. Created On – Shows the date when the chatbot was created.
  4. Modified By – Shows the user that last modified the chatbot.
  5. Modified On – Shows the date when the chatbot was last modified.
  6. Trainers – Shows a list of assigned trainers in the chatbot.
  7. Actions – Shows a list of actions. Users can view and delete the chatbot.
    1. View Bot – Redirects user to the Chatbot Details Page.
    2. Delete Bot – Deletes a chatbot on the bot list page.

The Bot Details Page has a variety of features where users can customize how the chat bot behaves when they communicate with it. This page allows the users to create a custom chat bot to which they can design the overall look and feel of the chat bot.

In this page, the users can:

Customize the look of the chat bot

Drag and Drop skills to add to the skill list

Customize the chat bot settings

Test the skills via Preview Bot

Assign Trainers

Deploy a chat bot to different channels

Features - Bot Details Page

Skills

  1. Add Button – Redirects user to the Skill Builder page to create a new skill.
  2. Skill List – Shows users a categorized selection of Skills in a form of a dropdown menu. It has divided to 3 parts namely:
    • Task – Skills that require a task or action to be accomplished.
    • Information – Skills that provide information or knowledge to users.
    • FAQ – Skills created from the Knowledge Builder.

Trainers

Users can add a trainer to get access to their chatbot.

Shows a list of trainers assigned to a specific chatbot.

Bot Details

  1. Chat Bot Name – Displays the chat bot’s name. Users can customize and change the chat bot names to a different chat bot name.
  2. Bot Information – Shows a concise description of the chat bot application. When users click this button, the description is displayed in the bottom of the chat bot name.
  3. Bot Settings – Redirects the user to the Bot Settings page. This is where chat bot users can customize the look and behavior of the chat bot.
  4. Preview Bot – Opens the chat bot tab on the right-hand side to allow users to chat and communicate with the chat bot.
  5. Deploy To – Opens a tab that contains a list of channels where a user can deploy the chat bot. Each of these channels include corresponding instructions to deploy the chat bot to a channel.
    NOTE: When the user makes changes within the chat bot’s look and feel such as the bot name, bot settings and color scheme; All these changes are automatically applied when the user clicks Deploy to SharePoint, SharePoint Online and the Website channels.

Bot Settings Page

  1. Bot Name – Contains the chat bot name. Users can customize and assign a new chat bot name.
  2. Bot Description  – Shows the chat bot’s description. This bot description is shown in the Bot Information component where users can customize the description. It is also shown when a user deploys a chat bot as a custom app in Microsoft Teams App.
  3. Chat Bot Icons – Customizable chat bot icons that are shown as part of the look and feel of the chat bot. Changes also apply to the Microsoft Teams channel.
    • Bot Icon – The sub-icon that is shown on the left-hand panel of the chat bot. If the user hasn’t uploaded a picture, it will be defaulted to the Bot Icon. The user must upload a 46×46 PNG file.
    • Teams Outline Icon – The sub-icon that is shown on the left-hand panel of the MS Teams Application. The user must upload a 46×46 PNG file.
    • Company Logo – The Main icon on the chat bot nav bar. User must upload a 128×128 PNG file.

Chat Bot UI

This is the section where users can customize and design the color scheme of the chat bot. It also shows a dynamic preview of the chat bot when users edit or update the colors.

Bot Channel Information

  • Contains all the necessary credentials such as client ID or Page ID that a channel application requires whenever a user deploys a chat bot to those channels.
  • These credentials are a requirement in deploying to different channels.

Twilio Settings

This section includes the Twilio Phone Number assigned to a specific chat bot. This is a requirement if a user deploys a chat bot to Twilio.

  • Twilio Phone Number – The number from Twilio Application for users to communicate with. To verify, click the checkbox icon on the right-hand side of the text area.
  • Caller List – Serves as a list of callers that has access to communicate the chat bot through the Twilio Phone Number. The user must upload an Excel Template that contains the name and phone number. To manage caller list, click the icon on the right-hand side of the text area.
    • Click here to download template – Downloads an Excel template where users can add callers to gain access to the Twilio number.
    • Manage Callers – Shows a list of the callers. Users can disable or enable access by clicking the disable or enable icons phone numbers.

Bot Border Settings

  • Contains the chat bot header buttons that a user can enable or disable.
    1. Maximize Button – Widens the chat bot dialog to a full screen.
    2. Restart Conversation Button – Restarts the whole conversation to the Chat Bot greeting.
    3. Setting Button – Opens the settings page containing sound for messages and the chat transcripts function.
    4. Feedback Button – Enables the user to enter their feedback through an array of reviews.

Other Settings

Contains several features that a user can enable and shown as a list of options in the Chat UI.

  • My Queries – If enabled, chat bot users would be shown a list of recently used messages or commands in the chat bot dialog.
  • Most Popular Queries – If enabled, chat bot users would be shown a list of most popular or most frequently used messages and commands in the chat bot dialog.
    1. Disable Chat if SPAM – If enabled, the chat bot is disabled when gibberish has been typed into the chat.
    2. Show Timestamp– Hides or shows the time stamp in the chat bot dialog.
    3. Show User Name– Hides or shows the username in the chat bot dialog.
    4. Show Message History– Hides or shows the message history in the chat bot dialog.
    5. Show Powered by KLoBot– Hides or shows “Powered by KLoBot” footer below the chat bot interface.
    6. Show Like/Dislike – Hides or shows the like or dislike window in the chat bot interface.
    7. Show Comment – Hides or shows the comment functionality in the chat bot interface.

Skill Initiation Settings

Pop-up button that opens a modal that allows a user to select a skill to auto initiate or auto trigger.

Save Changes

Saves all changes or modifications made in the bot settings page.

Cancel

Discards all changes or modifications made in the bot settings page.

Chat Bot

A preview of the chat bot in the bot detail page. This is where a user can interact with the chat bot and test the skills created in the skill builder.

Navigation Bar – Contains the core functionalities of the chat bot window.

    1. Expand Window – Expands the chat window to the whole page.
    2. Restart Conversation – Restarts and refreshes the conversation to the chat bot greeting.
    3. Chat bot settings – Opens few more settings in the chat bot such as enable sound and the chat transcript.
      1. Play Sound Checkbox – Enables a chat sound for every message sent in the chat.
      2. Chat Transcript – Sends a transcript or record of the conversation or chat to the email address provided below.
      3. Download Transcript – Downloads a PDF file that contains the chat message history.
    4. Overall Experience – Shows a list of emojis representing customer feedback for the chat performance.Once a user enters or clicks a feedback, this then sends the feedback report containing the conversation to the
      support email assigned from the Global Settings – Send Grid section.
    5. Minimize – Minimizes or closes the chat window to the chat icon.
    6. Recent Message History – Shows a history of the messages previously sent to the chat bot.
    7. Chat Actions – Contains the like, dislike and insert comment features. The chat actions tab only appears when a user hovers a chat bot response.
      1. Like – Allows the user to like a chat bot message. The liked message will eventually reflect to the Bot Analytics page.
      2. Dislike – Allows the user to dislike a chat bot message. The disliked message will eventually reflect to the Bot Analytics page.
      3. Insert Comment – Allows the user to enter a comment to the message. The comment will also reflect to the Bot Analytics page.
    8. Recurring Messages – A feature that allows the chat bot to rehash the conversation if the user doesn’t finish processing the skill.
      NOTE: For example, if the user asks for the weather and refreshes the page, the chat bot would give the user options:
  1. Yes – Continue the conversation that the user didn’t finish
  2. No – To process the current conversation

Chat Bots have the ability to continue conversations when users do not finish or continue finishing the skill. This helps the user to process tasks whenever events occur that might deter from completing the skill.

How does it work?

Scenario 1:
Connecting to a sub-skill.

For the purpose of this demo, we would be demonstrating the IT Support Skill.

NOTE: Some skills have sub-skills that are interconnected together. The parent skill can create an IT Support ticket, then the API call returns an ID as a response. The sub-skill can locate this IT Support ticket’s status using the ID.

We can allow KLoBot to process the response that it gets from that API call to locate or find an IT Support ticket.

  1. First, we need to interact with a chat bot with the IT Support skill configured. In this example, we entered “Create an IT Support Ticket”. We finished processing the skill and it returned an IT Support Ticket ID, the unique identifier of our Support Ticket.
  2. The IT Support ticket skill has a sub-skill that tracks the status and displays more information about the ticket we just created. In this example, we entered “View IT Support Ticket”.
    NOTE: Notice how the chat bot picked up the IT Support ticket ID. This is made possible by using the skill connection feature in the skill builder

Scenario 2:
When a user’s session with the chat bot is disturbed and the skill hasn’t completed processing.

  1. 1. In this example, the user has not completed answering all the prompts that the chat bot asked. We are going to test the IT Support skill again only this time, we haven’t completed the prompts.We exited the conversation and opened a new KLoBot chat window, then triggered the IT Support Ticket skill.
  2. The chat bot will then prompt the user if they wish to continue the previous skill or start a new conversation. If they click yes, they will process the current conversation. If they click no, the chat bot will create a new conversation.
    NOTE: This is a default feature for all skills that the user hasn’t finished processing via the chat bot. This is also a supported feature to different channels such as a KLoBot deployed to SharePoint, Microsoft Teams.

How to create a chat bot?

1. Log-in and enter your credentials then proceed to the Bot Builder Page.
2. Create a new Bot by clicking Add a New Bot from the Navigation bar. You will be redirected to the Bot Page.

3. In the Bot Page, you can create a new skill or add a skill located on the left-hand side of the page.

  1.  To create a new skill, click the + button. You will be redirected to the Skill Builder page.
  2.  To add a new skill, click the > dropdown menus. The skills are divided to different skill-type categories namely Task, Information and FAQ.
  3.  Once you have selected a skill to add, simply drag and drop the skill tab to ADD SKILL field. The skill is added to the Skill List page.
  4.  In the skill tab, you can see when the skill was created and when it was last modified.
  5.  You can edit the skill by clicking the settings icon which redirects you to the Skill Builder page
  6.  To remove this skill, simply click the X button. The skill is added back to the dropdown menu

4. Test and communicate with the chat bot by clicking Preview Bot button on the righthand side of the page. This will open a new chat bot conversation

5. Enter a message and send to the chat bot by clicking enter key or clicking the send icon located on the right-hand side of the chat box.

6. For quality assurance, you can also deploy a chat bot to multiple channels. Click the Deploy To button and select a channel to deploy the chat bot

NOTE: Once chat bot is deployed to a channel, communicate with the chat bot and ensure that the desired results are met.

How to auto-initiate a skill?

  1. Go to Bot Settings and click Skill Auto Initiate. This will open a modal to select a list of skills.
  2. Once the modal pops-up. Select a skill to auto initiate.
  3. Once you’ve selected a skill, you need to select an utterance to trigger the skill.
  4. Click Save changes to save modifications.
  5. To discard changes, click stop.
  6. To test, go to the main page and click Preview Bot. The skill will trigger by itself depending on the utterance you’ve selected.

How to change the chat bot Icon?

  1. Select a chat bot to change the default icon then go to Bot Settings.
  2. Navigate to Bot Icon and click Choose File. Select your PNG file.
    NOTE: You must upload 128×128 PNG file in order to change the icon.
  3. You will also get a preview of the icon you just uploaded on the right-hand side of the Bot Settings page.
  4. Click Save Changes. You will notice that the chat bot icon has been modified on top of the Chat Bot Name.
  5. Refresh the web page and click Preview Bot. You’ll notice that the chat bot icon changed.
  6. To remove chat bot icon, go to Bot Settings page and navigate to Bot Icon. Click the Trash Icon and Save Changes.

How to configure Skill Connection?

  1. Go to skill builder and select the skill that you want to configure the skill connection. In this example, we are going to use the IT Support Skill.Under Result, select the sub-skill to connect to by clicking the Skill Connection dropdown menu.
  2. Once selected, it would then show all the intents assigned to Prompts. In this example, we connected to View IT Support Ticket sub-skill and has an intent prompt of misc:ticket.Under Response Property Name contains a dropdown menu of all the response variables obtained from the API call that we used via ServiceNow API.
  3. In order for the chat bot to respond with the IT Support Ticket ID which is needed to view your IT Support Ticket information, we entered sys_id response variable.The IT Support Ticket ID would now be shown as a choice response from the chat bot. Test the skill and see if the chat bot responds with the ticket ID.