GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Help & Learning Resources
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Nodes & Connections
Overview
Node Types
Intent Node
Dialog Node
Entity Node
Entity Rules
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections Setup
Context Object
Sub-Intent Scoping
User Prompts
Voice Call Properties
Dialog Task Management
Event Handlers
Supported Entity Types
Supported Company Names
Supported Colors
Knowledge Graph
Introduction
Knowledge Extraction
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Create Node Structure
Build the Graph
Add FAQs
Add FAQs from an Existing Source
Run a Task
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update Knowledge Graph
Introduction
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Analysis
Knowledge Graph Import and Export
Prepare Data for Import
From a CSV File
From a JSON File
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Train
NLP Optimization
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Model Validation
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Training Validations
NLP Configurations
NLP Guidelines
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Introduction
Default Standard Responses
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Test & Debug
Overview
Talk to Bot
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Health and Monitoring
Deploy
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Publishing
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Introduction
Overview Dashboard
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Users Dashboard
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Introduction
Custom Meta Tags
Create Custom Dashboard
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Conversation Flows
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Usage Metrics
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Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
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Invoices
Authorization
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
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Data as Service
Data Table
Table Views
App Definitions
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HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Configure Agent Transfer
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
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Assistant Management
Enrollment
Invite Users
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Import User Data
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  1. Home
  2. Docs
  3. Virtual Assistants
  4. Overview
  5. Using the Dialog Builder

Using the Dialog Builder

The Dialog Builder is where you can create your Dialog Tasks, from end-to-end. This is an in-depth article on how to use this tool.

Create a Dialog Task

To create a dialog task, you must have already created an assistant to add a dialog task to. See Create Your First Assistant for more information.

To add a dialog task, follow the steps below:

  1. Open the assistant for which you want to create the dialog task.
  2. Select the Build tab from the top menu.
  3. From the left menu, click Conversational Skills > Dialog Tasks.
  4. On the Dialog Tasks page, click the Create Dialog button.
  5. The Dialog Builder now displays the root intent component.
  6. Enter a name for the dialog task in the Intent Name field. As the field label states, the name should reflect the user intent you want to achieve with this Dialog Task. Optionally, you can add a description.
  7. You can add user utterances that should trigger this intent, using the Intent Training field. You may add this data later, from the user intent node that is generated within this task.
  8. Set additional options
    1. Set the task to be independent or a sub-intent dialog.
    2. Hide from help requests by the user.
    3. Specify the context tags as intent preconditions – this will ensure that the intent would be detected only when the context tag is present.
    4. Set the Context Output and define the context tags to set when this intent is initiated.
    5. If you are using the legacy Dialog Builder please select Create Using the New Conversation Driven Dialog Builder which was introduced in ve r9.0 of the Platform. This is the default setting and recommended. If you do not select this option, you will be prompted to Upgrade whenever you open the dialog task.
  9. Click Proceed.
  10. Now, you are ready to add nodes and establish transitions between these nodes for your workflow. Click here to know about Nodes & Connections.

    But before moving on, here is an overview of the Dialog Task Builder. For details, please see Navigating the Dialog Task Builder


    Add Nodes

    There are three ways to add a node:

    1. Using the conversation-first approach, refer here for details.
    2. Drag and drop nodes from the panel onto the dialog builder, see below.
    3. Using the options from the Dialog Builder Canvas, see below.

    In this article, we will be working with drag and drop, and the Dialog Builder Canvas. For details about the conversation-first approach, please read about the Conversation-Designer

    Use Drag and Drop

    You can add nodes within the dialog task, by dragging the node from the panel on the left to the designated place in the dialog task, on the canvas. 

    You can also drag and drop a node from the side panel on the left in-between two existing nodes. A connector comes up on hovering over the connecting line, and you can drop your new node on it. 

    Use the Dialog Canvas

    Use the “+’ button next to the node under which you want to add another node. You can either add a new node or connect an existing node. This existing node can be either from the current task or from a different one.

    You can use the Add Node button visible on hover over the connector line, to add nodes between two existing nodes. You can create a new node or pick from the existing node list.

    Add If-Else Node Connections

    To add If-Else connection conditions, hover over the node and click the blue “+” button on the bottom. Learn more.


    Node Properties

    Clicking on a node will open its Properties panel, which includes specific features, depending on the type of node you are working with. Please consult the documentation on Node Types to learn more about what is included with each. So, noting that some nodes may not come with some features, here is a general overview of what is available within this panel: 

    • Component Properties such as name, type, and component-specific properties.
    • Instance Properties can be customized for the selected node for the current dialog.
    • Connection Properties can be used for configuring transition conditions.
    • NLP Properties for intent and entity recognition.
    • Voice Call Properties for IVR channels (available for certain nodes only after IVR integration).


    Node Options

    Hovering over a node will reveal the Node Options menu. Here is where you can find the following options:

    • Configure – Takes you to Node Properties, where you can configure the node.
    • Add Comment – Here is where you can add your comments for the selected node.
    • Remove Node – This option deletes the node. <span

      Warning: This action cannot be undone.


    Node Groups 

    You can group nodes to improve the user experience with follow-ups, digressions, and amending entity values.When including nodes into a group, they need to be located next to each other on the Dialog Builder Canvas.

    To create a group of nodes, press and hold the Ctrl / Command key on your keyboard, and simultaneously use your mouse cursor to select the canvas area where you have located the nodes to be grouped. Once grouped, the nodes will be displayed together on a separate, light yellow background. Below is a quick demo of how to do this. 

    You can rename the group using the Edit option next to the name.

    You can delete the group using the Delete icon on the right, that becomes visible once you hover over the group. 

    If you are using the group to set up a Subintent, you can also configure it, using the Configure / Gear icon, that becomes visible once you hover over the group. For additional information, please see Grouping Nodes as Subintents.


    Bot Action Nodes

    Note: This node was introduced in v9.0 of the Platform as a container for nodes that are relevant to the actions your VA needs to perform.

     

    Bot Action nodes include the following nodes, that need processing by the VA without user interaction:

    • Service Node
    • Script Node
    • Logic Node
    • Webhook Node
    • Process

    To access these nodes follow the steps below:

    1. Add a Bot Action node to your dialog task canvas. 
    2. Click the expand (+) button next to the Bot Action node. The primary nodes panel will be replaced with the Bot Action nodes panel.
    3. The Bot Action Node shows all of its containing nodes as a group. Add any node from here, using either the “+” sign or drag and drop. Bot Action Nodes provide the following options: On the left side of the node there is an Expand (+) button if the node is collapsed, and a Collapse (-) button if the node is expanded. Nodes can also be collapsed using the Close (x) button on the top right.
    4. Nodes inside the bot action node cannot be connected directly to any node outside the bot action.
    5. For the nodes inside the bot action node, the following connections can be configured:
      1. Node Connections – this option can be used to define the connection rules connecting to nodes within the bot action node. This can be configured to:
        • Any node within the corresponding bot action node;
        • Not Connected;
        • End of Bot Action – this would take the bot flow to the node connected to the bot action node;
      2. Bot Action Connections – this option can be used to define the connection rules connecting to a node outside of the current Bot Action. These rules would be applied to the bot action node as a whole.


    Switch Tasks

    The Builder comes with a dedicated task switcher, which you can use to easily change to working on a different task within your selected Virtual Assistant. This option is located at the top left of your canvas, above the Node Types panel.


    Menu Options

    The top menu provides access to a variety of options which you can use while working on your Dialog Task. The following options are specific to the Logic-Driven Dialog Builder: 

    • Errors and Warnings – Any potential errors and warnings in your Dialog Task will be shown here. Click this area to access information about current errors and warnings. 
    • Find Nodes – This search option will look for tasks containing your keywords and highlight them onto the canvas. 
    • Help – Get contextual help for your Dialog Task or follow a Setup Guide. Find out more by reading Help and Learning Resources

    • More Options Menu

      The More options menu, accessible at the top right of the Dialog Builder, is where you can find shortcuts to display and zoom options, where you can auto-arrange nodes access dialog settings, manage interruptions or amend behavior.,

      Display Options

      You can use Display Options to reduce unnecessary node information and better utilize screen real estate.

      You can show or hide some or all node types, node details, or connection details displayed in the Dialog Builder.

      • Show All to show all the node information.
      • Hide Node Type to remove the node type.
      • Hide Node Details to remove node descriptions.

      Hide Connection Details to remove information about node connections. .

      Zoom Controls

      Zoom Options are used to:

      • Fit to Page – Resizes Dialog Builder components and connections to fit within the display screen resolution for a single, non-scrolling page.
      • Reset Zoom – Resets zoom settings to actual size.

      Additional Zoom Controls are available in the panel at the bottom-left of the Dialog Task. These are visible when the Node Properties panel is closed. The available options are: 

      • Minimize Panel.
      • Auto-Arrange Nodes.
      • Zoom In.
      • Zoom Out.
      • Map. You can click on an area of the map to be taken to the corresponding area of your conversation.

      Dialog Settings

      The Dialog Settings panel allows you to modify the dialog task basic settings, and if desired, set the visibility of a dialog to create a hidden dialog task that is available for use, but not shown as a task.You can access Dialog Settings using the More Options Menu. 

      Add or modify the following settings for your dialog:

      • Name – The name of your dialog task, usually the main user intent. For example, Book Ticket. 
      • Description – An optional description of your dialog task displayed in the XO Platform.
      • Options – Specify the behavior of this dialog task to the end-user:
        • Sub intent only dialog – The task is invoked only as a sub-task when another task is in progress. It is not presented as a task when the user requests help.
        • Hide from help – The task is not presented as a task when the user requests help. Users can invoke this task anytime while talking to the assistant.
          Note that this option is selected automatically when the previous option is selected.
      • Follow-up Task – The follow-up task array contains all the intents detected from user utterances from this dialog. You can either:
        • Handle the follow-up tasks as part of node connections (default setting), or
        • Let the user select the follow-up task.
      • Task Execution Failure – Define the assistant’s behavior when there is an error in task execution. It can be set as either:
        • Same as the Bot Level behavior
        • Specific to this task – initiate a task, run script, or show a message.

      Troubleshooting

      In the top navigation area, you will see a real-time set of errors and warnings are available as you define your dialog task located on the top-right of the Dialog Builder. Click the information icon to display any errors or warnings as shown in the following illustration.


      Toggle the Conversation View

      While working with the Logic-Driven Dialog Builder, you can also toggle the Conversation View, to see what the conversation between the assistant and the User could look like, in real time. 

      To toggle this view. Click Conversation Builder, at the bottom left of your canvas.


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