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Panel

Table of Contents




The Actions that can be defined in order to manage interactions coming through a channel end point (e.g Email Accounts, Chat Websites, and so on) are defined in the Channel Applications list:



The Applications

The Applications will be executed in the Action flow in the order they are placed in the list and may vary according to the channel type.


Application

DescriptionParameters

Agent

Sends a notification to a specific Agent
  • Agent name (from list)
  • Agent timeout

AmazonLex

It enables you to use an Amazon Lex voice

BOT 

BOT.

See the infobox Notes below.

  • Access Key ID
  • Access Key Secret
  • Region
  • BOT name
  • Welcome Message

Auto Reply

Sends an automatic reply. 

See the infobox Notes below.

  • Number of times per interaction (one time-always)
  • Reply Type (Reply To or Reply All) only for email Channel
  • Text of the autoreply message

Close

Closes the interaction
  • Disposition

Dialogflow

(Deprecated from rel. 2.5.7)

Activates a conversational agent defined on Google Dialogflow (you find an example for the chat in this page: see the next paragraph). 

DialogflowV2

(Starting from rel. 2.5.7)

Activates a conversational agent defined on Google Dialogflow.

See the infobox Notes below.

Gotoif

Jumps to an action in the flow according to the condition set
  • Condition (variable or value)
  • True Priority (action in the list to execute if the condition is satisfied)
  • False Priority (action in the list to execute if the condition is not satisfied)

GotoP

Jumps to an action in the flow unconditionally
  • Priority (action in the list to execute)

Noop

Writes information in a log file (for debugging purpose)
  • Value

Queue

Sends a notification to a specific Queue
  • Queue (from list)
  • Timeout

System

Executes a unix command or script.

See the infobox Notes below.

  • Command (unix command or script to be executed)
  • Variable (optional: where to store the command/script result)

Tag

Add the selected tag to the interactions
  • Tag list
Please consider that:




Info
titleAbout Autoreply

Auto Reply

 is

:

  • is not available on Fax channel action flow
. If
  • in the Email channel only:
    • it is possible to specify whether this action must be performed as Reply (send the reply to the sender) or as Reply-to-All (send the reply to the sender and to all recipients in CC).
    • if you use the Auto Reply Action in the Email Channel, you can insert a custom header to notify external systems that this is an automatic reply:

'Auto-Submitted': 'auto-replied'
'X-Auto-Response-Suppress': 'All'
'Precedence': 'auto_reply'




info
Info
titleAbout Dialogflow

Dialogflow (any version) integration is currently available only as a Chat Websites Action (starting with XCALLY Motion Version 2.0.71) and as an Open Channel Action (starting with XCALLY Motion Version 2.3.6). In this context you can, for example, let a chat or an open channel interaction be managed by a Bot (according to Intents, Entities and Fallback Rules defined on Dialogflow) and make your Agent chime in conversation only when needed.


Info

Do you want to know more about Dialogflow integration? click here


Remember to set on Dialogflow the intent "end of conversation", that will be considered as the end of the customer-bot interaction before to end the session or connect the customer to an agent, according to your action flow rules.

Image Modified

The agent will take the bot place from that moment on and open the whole interaction history.




Info
titleAbout AmazonLex

AmazonLex integration is available as Chat and Open Channel Action.




Info
titleAbout System

System Application is very useful when you need to:

  • get information from a source external to XCALLY Motion (e.g. DB tables, CRM, other)
  • provide XCALLY Motion interaction information to external applications


For example: In the following statement, the command field executes a script to verify the message.from (sender) value and inserts the result in the VAR1 variable:

Image Modified




Using Dialogflow to create a ChatBot: an Example


Dialogflow API Keys

First thing to do on Dialogflow is to create an Agent.
After your agent is created you will be able to retrieve the API Keys to be used in the XCALLY Dialogflow application: see the Client access token field on Dialogflow please.

Insert please your Dialogflow Client access token inside the XCALLY Dialogflow application Key field:


Dialogflow Intents

After the agent is created, you can proceed with your Intent creation: basically intents define the expected customer questions (named Training phrases) and related Bot answers (Text responses).