ConvyAI

Tools


Tools

in Tools

Propagate

One of the ConvyAI functionalities is the "propagation tool", that is the possibility of quickly changing or spreading configurations of one or more existing flows.

It is possible to select and modify one configuration at a time following four steps.

In the example below we are going to modify the 'General' section.

By clicking on the NEXT >  button, the default configurations that can be modified are displayed.

It is important to pay attention in selecting the flows to apply the changes to.
One or all of the flows of a bot can be selected.

Before the changes are applied, a summary appears.
Stepper end up saving the new configurations clicking on.

 

Keyboards

Communication with the customer can be facilitated by using different keyboards, some present by default and others customizable.
Using the right keyboard, it is possible to get customer response without the standard input box.
You can set up a keyboard in Question node, Survey node, Menu node.

Default keyboards allow the customer to reply with text, password, hour or date time, to answer a survey with a vote from 1 to 10 or submit his geolocation coordinates. It's also possible to disable input text.

Default keyboard can’t be deleted or modified, except for geolocation and date keyboard.
As shown in the image below, for geolocation, a button message can be set up to request the location to the customer.

Be aware that location sharing can be allowed or denied by the user.

 

N.B.: Facebook channels don't allow you to modify the message on the location share button.
Facebook shows a default message that can’t be overwritten, localized to the user language.

For the date keyboard, it is possible to set a date format between: “MM-DD-YYYY”, “DD-MM-YYYY” and “YYYY-MM-DD”.

Using the  +  button located at the bottom-right of the page, you can add a custom keyboard (see the below image).

Adding a custom keyboard you can manage the user's response in the customer interface without the use of the standard input box or a default keyboard, but implementing by yourself the UX of the keyboard created. Custom keyboards created can be deleted or can be modified using the DELETE and EDIT buttons located on each widget representing a custom keyboard.

 

Input Processor

In the input processors section you can configure the integration with Google speech recognition cloud services (GSR), Google Translate Services (GTS) or Amazon translation  services (AWST).

Click on  +  button and choose the integration you need to configure it.

Below, the Google speech recognition panel.

With GSR enabled, ConvyAI can process audio and video inputs in addition to plain text only.
If a node receives an audio, this is manipulated and sent to the Google speech recognition service that will return a transcript that ConvyAI can process, like regular text.

With GTS and AWST ConvyAI can detect the customer language and reply with the correct sentences. ConvyAI can also translate the customer input to a target language in order to prepare the input to be processed by the semantic engine.

To configure Google Services you need to visit Google Cloud Platform and create an account.
Inside Google’s Console, you can generate an authentication token:
API and Services → Credential → Create Credentials → API Key

The API Key can be protected by giving it restriction based on  IP addresses, so can be enabled only ConvyAI  to use the services.

Google Service requires a credit card. 

For the GSR service the second configuration is the language that should be expected in the audio: this configuration allows a better analysis of the audio data.

For the GTS service the other configuration is the target language for the translation.

To configure Amazon Translate Service you should have the Access Key ID and the Secret Access Key that you can find in the AWS console management, inside your profile account. It is also required to specify your server’s Region.

The other fields are auto completed by ConvyAI itself.

Content Editor

 

Content Editor page, you can quickly change what the bot says or asks the user.

You can type a single word (with at least 3 characters) or a phrase to find in which node is contained. You can also search in this way a specific node or a flow and discover where it is.

The Advanced Search can be used to narrow or increase results. By default, only Message, Menu, Question and Survey nodes are included as results. You can also search in hooks and flows configurations.

Every node containing the searched word or phrase is shown as a result. 

To make it easier to find the correct node, you can read the name of the flow and its version at the top of the widget.

If the result contains a multilingual text, the flag with the reference language is shown next to the text.
If you still have doubts, you can view the entire flow by clicking on the VIEW button.

 EDIT  button is used to quickly change a bot’s sentence.

If the EDIT  button is displayed in gray, it means that another user is editing the text of that specific node and you need to wait to make other changes to the text.

The content editor search the text into:

  ALLOWS INLINE EDIT: 

  DENY INLINE EDIT:          

The messages and their translations

jump to flow target

The messages descriptions and their translations

hook jump target

Menu questions/ descriptions 

set variables nodes (both keys and values)

The questions and detail question

web services

Survey score, feedback and invalid score

 

Fle message

 

Menu branches

 

Events name and wait for event name

 

Flows configuration

 

 

 

Watchbot

Periodically testing the bot's conversation flows is very useful, to help you ConvyAI provides a feature to automatically execute a set of non regression tests: the 'Watchbot'.

First you have to save a new script: just execute a flow and, in the debug panel, find the section called “Watchbot Scripts” and enter a name for the script.

In the Watchbot page you can find all saved scripts:

Click on the panel to see the script and its past executions.

On the right side of the panel you can see script’s variables and you can edit or delete them.

You can also modify the script, if it has failed, delete it or execute it in real time.

You can notice a failed script by the red thumbs down icon and, if it’s a ‘single type’, click on it to see details.
If a script fails, it means that the flow it tests has been changed.

A runner script expects exactly the same text output obtained during the first test.

From the details modal, where you can check the entire conversation executed, you can restore the script or modify it to adapt to the modified flow.

 

 

 

 

 

Import/Export

These functionalities allow exporting multiple elements defined in ConvyAI that you can reuse in other companies without having to create and/or configure them again.

The export pages allow the selection of every single element belonging to the following components: Bot (flows included), Flows Configurations, Unassigned Flows, Semantic engines, Input processors, Watchbot scripts, Scheduled Reports, Email boxes and Customer Interface if it has been loaded a different customer interface than the default one has been loaded (otherwise “There is not a customer interface to export“ message will be show) .

The export button generates a “.zip” file containing all the selected configurations.

Company name and the date of export define the name of the “.zip” file created.

In the “import” page it is possible to load the “.zip” file previously exported.
The procedure is not performed if you try to load a file from a company that have a profile (basic, light, pro, premium) higher than the profile in which the procedure is to be performed.

If you import a lot of objects, the import process could be slow. Wait for the notification of the import completed.

 

Customer Interface

Customer Interface

By default, both in the debug interface, inside ConvyAdmin, and in the interface associated with a web connector, is the Eudata product Customer Interface. Now, it is possible to change it directly to ConvyAdmin.

In fact, within the page, it is possible to perform the following functions:

  • Upload a zip that contains the structure of the Customer Interface to change the default used

  • Export as a zip, the actual custom Customer Interface that has been uploaded

  • Delete the custom Customer Interface from the server, so that you can go back to using the default one

 

As you can see in image below there are some things that need to keep in mind:

  • regarding the Import operation is important to know that:

    • to enable the Upload button is mandatory load a file from the appropriate input file show

    • the file that can be uploaded must be a zip file type

    • if you have already uploaded a custom interface, further uploads  will delete the previously uploaded interface and any backups present in the folder

    • The zip file structure has not a particularly rigid structure, but in order for the upload to be successful it is necessary that it contains at least one of dist and js as root folders (both can be present)

    • To prevent any strange behaviour while using the custom Customer Interface, as a debug interface inside ConvyAdmin, some custom files may not be loaded. It is therefore always recommended carrying out tests using the interface directly with a web connector

    • Regarding the Export operation is important to know that, as shown in the above image, this action is allowed only if is present a custom Customer Interface for the company, otherwise the button will remain disabled until an import is performed

    • Regarding the Delete operation, as the previous button, is allowed only if a custom Customer Interface for the company. Also, in this case, however, as for the import operation, all the files present in the folder dedicated to the company will be deleted, so any backups present within it

For all the operations described above, when it ends, a snackbar will be shown in the page indicating whether the operation was completed correctly or there were problems.

Customer Interface Logo

By default, when no logo and no custom Customer Interface have been loaded, you can see a screen as shown in the image below. A shown in the image below, the default logo will be shown by default on the right side of the card. If a customer interface custom is loaded this section will not be visible.

In this section, it is possible to perform the following functions:

  • Upload a PNG to change the logo of the Customer Interface that contains the structure of the Customer Interface to change the default used

  • Export as a PNG, the actual Customer Interface Logo

  • Delete the Customer Interface Logo from the server, so that you can go back to using the default one

As you can see in image below there are some things that need to keep in mind:

  • regarding the Import operation is important to know that:

    • Clicking on the Import button a modal will be shown. In the modal you can choose to upload the new Customer Interface Logo by choosing your own image (in PNG format) or by choosing from a series of preloaded images. These options can be seen in the images below.

    • Regarding the Export operation is important to know that, as shown in the above image, this action is allowed only if is present a custom Customer Interface Logo for the company, otherwise the button will remain disabled until an import is performed

    • Regarding the Delete operation, as the previous button, is allowed only if a custom Customer Interface Logo is present for the company. Also, in this case, however, as for the import operation, all the files present in the folder dedicated to the company will be deleted, so any backups present within it.

    • During Import and Delete operations for Customer Interface, if there is a Customer Interface Logo, these operations will delete it.

       

       

Agent Desktop

In this section, you can add to your tenant your Agent Desktop custom.

You just click to + button and it will appear a form.

You choose the name of the new Agent Desktop custom, and you upload the zip file. Not only that, but you can also add some properties.

 

 

Flow Analyzer

In this section you can check if there are some hook jumps that point to null. There are 4 category:

  • Flow Jumps

  • Hook Jumps

  • Semantic Hook

  • Configuration

in the configuration section you can find inactivity jump, error jump and conditional jump together. In the last column of each section table, there is a button that links you to the Flow Designer at the flow where there is the node with the broken jump.