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Bot Goals Feature : Complete Guide

Updated

Introduction

The Bot Goals feature is a significant enhancement to the existing Configure Intent feature in the latest version of the conversational AI platform. This update allows users to modify and update prompts for both new and existing bots.

 

Upcoming additions, such as Trigger a Workflow and Update Contact Info, will further expand customization and functionality. Moreover, the previous Bot Trial feature has been rebranded as Test Your Bot, seamlessly integrating it into the Bot Goals feature for a more unified experience.

 

Key Changes in the New Version

  • Enhanced Multi-Bot Support: In contrast to the previous version that was limited to a single bot, the updated version now lets you create multiple bots. This allows you to customize bots for various tasks, such as General Q&A, Appointment Booking, and more..
    • Example: You can create one bot for handling general queries and another bot dedicated solely to appointment scheduling.

 

Step-by-Step Guide

Step 1: Accessing the Bot Goals Feature

  • To begin, either create a new bot or edit an existing bot.
  • If you’re creating a new bot, make sure to assign a name to it before proceeding.

 

Step 2: Navigating the Bot Interface

Once you’ve created or selected your bot, you will see three tabs:

  • Bot Settings: This remains the same as the previous version, with no functional changes.
  • Bot Training: Similar to Bot Settings, there are no changes to this section.
  • Bot Goals: This is the new feature introduced in the latest version, which includes sub-features like - Trigger a workflow, Update contact info (coming soon) for customising your bot's behaviour.
  • The Bot Trial feature that was previously located in a separate tab is now integrated into the Bot Training or Bot Goals sections.

 

Step 3: Customising Your Bot Goals

  • In the Bot Goals tab, you can access the Prompt section, where you can add or update the AI prompts as per your goals.
  • For each goal you want the bot to achieve, you'll need to create a new bot and a corresponding prompt.
    • If you're setting up a prompt for a new goal, you’ll need to create a new bot and customise the prompt in that bot’s Bot Goals section.

 

Sub-Features within Bot Goals

There are three primary sub-features under Bot Goals:

  1. Appointment Booking: A new sub-feature, Transfer Employee Post Appointment Booking, has been added within the Appointment Booking section. This enhancement allows users to seamlessly transfer the conversation to a different bot once the intended action—such as successfully booking an appointment—has been completed.
    Users can select the next bot from a dropdown list, ensuring that the conversation continues smoothly with the appropriate bot,
  2. Trigger a Workflow: Coming Soon
  3. Add Contact Info: Coming Soon

You can access detailed help documents for each of these sub-features by clicking the respective links within the platform.

 

Step 4: Finalizing the Bot

  • Once you’ve updated the prompts and configured the bot as needed, click Save.
  • Your newly created or updated bot will then go live, ready to enhance user interactions with the features and prompts you've set up.