Dialogue Cloud

On Premises

Dialogue Manager Nodes for Dialogue Studio

AnywhereNow Dialogue Studio provided a tool for designing and programming flows. This guide will focus primarily on the AnywhereNow Nodes.

To use Dialogue Studio navigate to the url that it is installed on. Default the port 1880 is used for Dialogue Studio but this can be easily changed.

AnywhereNow Triggers Nodes

You know the way around the UI now, let's talk about how and when the AnywhereNow nodes will trigger your flow.

Icon Description

Incoming message

Creates an HTTP end-point to receive messages.

Configuration

  • Key (string) -The API Key to authorize the calling application

    Note

    The API Key is configured in the Dialogue Manager, see: Plugin Settings

Output Object

  • payload (string) -Contains the body of the incoming HTTP request.

Details

The node will listen on the end-point /api/v1/message for POST requests. It validates if the HTTP Authorization header contains valid basic authentication credentials and validates the API Key.

The API Key can be configured on the node itself.

Note

This node does not send any response to the request. The flow must include an HTTP Response node (e.g. wait for message, enqueue or disconnect) to complete the request.

Important

Regardless of the number of UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. or UCC Services you use, you can only utilize one “incoming message” node per Dialogue Studio instance. Ensure that all UCCs share the same “ApiKey”.

AnywhereNow Action Nodes

Icon Description

Say

Creates a message.

Configuration

  • Message (string) - A message to create

Output Object

  • payload (string) - Contains the actual action type and the message.

Details

Different values can be used in the message Select the type and fill in the path to the wanted value.

A _msgid is expected in the message that contains the ID generated by the first request node

AnywhereNow End Nodes

Icon Description

Wait for message

Sends a response back to the request received from an HTTP Input node (incoming message).

Configuration

  • flowid (string) – Used to identify the flow. Generated by default and configurable on the node.

Details

The response contains all actions in the flow and the flowid

The flowid can be used in a subsequent API call to DialogueStudio

A _msgid is expected in the message that contains the ID generated by the first request node

Note

This node does not have an end-point. The flow must include an incoming message node to receive a request.

Enqueue

Sends a response back to the request received from an HTTP Input node (incoming message).

Configuration

  • flowid (string) – Used to identify the flow. Generated by default and configurable on the node.

  • skill (string) – Used to identify the skill in which the session should be queued. If no value is specified, or the specified skill does not exist in the UCC, the plugin flow settings will be used to determine a skill and queue the session accordingly.

Details

The response contains all actions in the flow and the flowid

The flowid can be used in a subsequent API call to DialogueStudio.

A _msgid is expected in the message that contains the ID generated by the first node

Note

This node does not have an end-point. The flow must include an incoming message node to receive a request.

Disconnect

Sends a response back to request received from an HTTP Input node.

Configuration

  • flowid (string) – Used to identify the flow. Generated by default and configurable on the node.

Details

The response contains all actions in the flow and the flowid

The flowid can be used in a subsequent API call to DialogueStudio.

A _msgid is expected in the message that contains the ID generated by the first node

Note

This node does not have an end-point. The flow must include an incoming message node to receive a request.

Useful other Nodes

Icon Description

Switch

With this node you can decide based input where to continue, for example is the customer has not been recognized then ask for customer number, else continue.

Function

This is the node where low-coding coming into place. If you are looking for a feature that cannot be implemented with the simple drag and drop UI, you can use this node to write your own functionality.

Catch

If a node throws an error whilst handling a message, the flow will typically halt. This node can be used to catch those errors and handle them with a dedicated flow.

Link in

The node can be connected to any link out node that exists on any tab. Once connected, they behave as if they were wired together.

The wires between link nodes are only displayed when a link node is selected. If there are any wires to other tabs, a virtual node is shown that can be clicked on to jump to the appropriate tab.

Link out

The node can be connected to any link in node that exists on any tab. Once connected, they behave as if they were wired together.

The wires between link nodes are only displayed when a link node is selected. If there are any wires to other tabs, a virtual node is show that can be clicked on to jump to the appropriate tab.