Dialogue Manager Pre-queue stage connection with Dialogue Studio
Note
An Enterprise license or higher is required to access these features.
Introduction
The DialogueManager can now communicate with Dialogue Studio to facilitate Pre-queue state communication with third party applications.
Prerequisites
-
Dialogue Studio enabled.
How to enable
The feature makes use of new Plugin Settings. These settings are necessary to communicate with Dialogue Studio.
In the Plugin Settings in SharePoint enter the following settings:
Plugin Settings
| Name | Scope | Value | Description |
|---|---|---|---|
| Uri | DialogueStudio |
Uri to DialogueStudio |
Uri to DialogueStudio |
| Enabled | DialogueStudio |
TRUE |
Indicate if DialogueStudio should be used or not |
| ApiKey | DialogueStudio |
[ApiKey] |
Used for authentication to Dialogue Studio. You can use any string you want, for example: https://randomkeygen.com/ |
How to use
After configuring the Plugin Settings, you can get started in Dialogue Studio. For an overview of the available nodes, see: Dialogue Manager Nodes for Dialogue Studio
Before starting with your flow
Because the Dialogue Manager uses stateless protocol in Dialogue Studio, all actions must be done in a single transaction. The flow always needs a starting point (incoming message) and an ending point (wait for message, enqueue, disconnect), in between you can perform your actions (say). So for example, when building a chat bot you need to make use of the "flowid" to continue your flow.
Initiate a flow
The first node you will need it the incoming message node. In this node you need to copy the same key as the ApiKey in the Plugin Settings .
From here you can build your flow.
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”.
Unique flow per Channel
If you are using multiple channels, you might want to configure a unique flow per channel. This can be done by using a "switch" node:
The payload.channelId contains the id of the channel, below the translation to channel name:
| Id | Name |
|---|---|
|
0 |
|
|
1 |
Sms |
|
3 |
|
|
4 |
WebChat |
Post one or more messages to the customer
You can post one or more message to the customer by adding a "say" node. In here you can type the message or have it generated based on an expression. For example by retrieving additional information from a 3rd party integration.
Wait on a message and continuing the flow
In some flows you might be need additional customer input to continue the conversation. This can be done by using the "Wait for message" node:
In here you can configure a "flowId", this "flowId" will be added to the payload in the "incoming message" node after the customer has replied.
If you want to continue the flow, this can be done by using a "switch" node:
The "payload.flowId" can be used to continue the flow at a specific place in the flow.