Bot Goals Feature (Conversation AI V2) : Complete Guide

TABLE OF CONTENTS

• Introduction
• Key Changes in the New Version
• Step-by-Step Guide
  • Step 1: Accessing the Bot Goals Feature
  • Step 2: Navigating the Bot Interface
  • Step 3: Customising Your Bot Goals
    • Sub-Features within Bot Goals
  • Step 4: Finalising the Bot

Introduction

The Bot Goals feature is a comprehensive update to the existing Configure Intent feature within the conversation AI newer version. In this feature you will be able to edit or update prompts for new or existing bots. 

Additional sub-features like Trigger a Workflow and Update Contact Info will be included soon, offering more customisation and functionality.

Additionally, the former Bot Trial feature has been integrated under the name Test Your Bot, providing a unified experience within the Bot Goals feature.

Key Changes in the New Version

• Support for Multiple Bots: Unlike the previous version, which only supported a single bot, the updated version allows you to create multiple bots. This enables you to tailor bots for specific purposes, 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: This allows you to automate actions by linking workflows to specific conversation conditions. 

3. Add Contact Info: This feature helps you update or add contact details for leads directly through AI interactions

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

Step 4: Finalising 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.