Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions

Dialog Tasks
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
ML Engine
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
NLP Configurations
NLP Guidelines
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
Batch Testing
Conversation Testing
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Meta Tags
Dashboards and Widgets
Conversation Flows
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
Usage Plans
Support Plans
Multilingual Virtual Assistants
Masking PII Details
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

Build a Flight Status 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
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
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

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

Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Overview
  5. Working with Bot Builder

Working with Bot Builder

After you sign in to XO Platform, you are directed to the landing page.

Bot Builder Landing Page

On the landing page, you can perform the below-listed actions:

  • Access the Virtual Assistantsin your account:
    • View the Recently Visited bots.
    • View All Bots which includes My Bots i.e bots developed by you and Shared Bots i.e virtual assistants shared with you for development by the codevelopers from your account. You can:
      • Filter the list restricting it to VAs created by you or shared with you;
      • Sort the list either ascending or descending by name, creation date, date modified, number of tasks, VA owner name;
      • toggle between Tile View or List View.
    • Create a New Virtual Assistant
  • Access Process Apps (more…)
  • Access Data (more…)
  • Invite Members to your account (more…).
  • Access the Contextual Help.
  • From the Profile section,

    • View and switch between your accounts, in case of multiple accounts.
    • Go to Admin Console – available only for admin users.
    • View and edit your Profile.
    • Set the App Language – to switch the platform language.
    • Access developer Documentation pages.
    • Access Developer Community pages.

Bot Builder Navigation

The following sections describe the menu options that are available once you open any virtual assistant from your account.

The navigation menu underwent an overhaul with the ver9.0 of the platform, for a comparative list between the 9.0 and earlier versions, refer here.

Top Menu

All the actions available within the XO Platform can be accessed from its menu. For ease of usage, they are categorized as follows in the Top Menu:

  • Build
  • Deploy
  • Analyze
  • Manage

Apart from these, from Top Menu you can:

  • Switch between the various versions of the current virtual assistant
  • Search and switch to any virtual assistant within your account
  • Search for a feature or menu item
  • View the status tracker
  • Switch the bot language
  • Access contextual help
  • Access the profile.

Help and Learning Resources

The help and learning resources help you find the right information with ease. You can find the following resources:

  • Quick Setup Guide – A stepby-step guide for you to complete the virtual assistant development cycle.
    • Design Conversation – To create dialog tasks and knowledge graphs.
    • Train Assistant – To add utterances and train your assistant
    • Test – To simulate your assistant and test it.
    • Deploy – To configure a channel and publish your assistant


  • Get Started – To know about the key virtual assistant building topics
  • Help and Documentation – To explore developer documentation
  • Community – To get response and find support for your questions
  • What’s new – To know the latest updates in our platform
  • Contact Us – To raise a support ticket
  • Academy – To get trained and certified on Platform

FAQs – A list of FAQs are pre-populated for you to help in building your assistant with relevant guides.

Note:In the landing page, you can only view Support and FAQs links.

Left Navigation Menu

Based on the selection from the top menu, left menu options differ. You can pin a frequently used menu item to the top of the left menu using the pin icon, next to the corresponding menu item.

  • Build top menu items assist in the basic bot building aspects
    • Summary for a bird’s eye view of all the VA configuration and capabilities.
    • Conversation Skills – basic tools for building VA’s conversational skills:
      • Storyboard – an intuitive conversation designer and builder
      • Dialog Tasks – a full conversational flow between a user and a VA
      • Knowledge Graph – to turn your static FAQ text into an intelligent, personalized conversational experience
      • Small Talk – for the casual conversations that a VA can have with the end-users.
      • Alert Tasks – to deliver timely, relevant, and personalized information from enterprise systems to customers and employees
    • Digital Skills
      • Digital Views – to design interactive components, panels, and widgets, to proactively present relevant information to your customers
      • Digital Forms – for an interactive User Interface for easy and efficient capture of all the information from the user will be ideal.
    • Natural Language for all aspects related to bot training, and settings.
    • Intelligence to handle virtually all nuances related to human conversations, including interruptions, clarifications, and more.
    • Testing to include Utterance Testing and Batch Testing
  • Deploy to make the bot available to others
  • Analyze
    • Usage Metrics to track the bot usage
    • Custom Dashboard to build your own analytics and reports
    • Containment Metrics for insights into how effectively customers are engaging with the bot vs transferring to agents or dropping offs
    • NLP Metrics to track the intent detection and make appropriate corrections in bot training
    • Conversation Flows to visualize the journey of various bot user interactions across conversation sessions in a given time period.
  • Manage for

Dialog Task Builder Page

To access the Dialog Task Builder page,

  1. Select Build from the Top Menu;
  2. From the left navigation pane, under Conversational Skills select Dialog Tasks.
  3. For each task, the following details are displayed:
    1. Name
    2. Last Updated
    3. Status
  4. When you hover over a task name, for the following options:
    • Edit, Clone, Delete the task
    • More options like View, Dialog Settings, Manage Interruptions, Manage Amend Behavior, Manage Variable Namespace

Virtual Assistnat Dialog Builder Page

Dialog Builder is a user interface to create a conversational flow between a user and a VA in a dialog task using various task components, properties, and settings.

For more details, click here.

Submit a Request

You can suggest new features or provide your feedback by accessing the Submit a Request option from the Help section. You can also collaborate with other users who are talking about that particular request, and view the roadmap for your request under Planned, In Progress or Completed statuses.

Note: If a board is marked public, it is visible to anyone having the URL. However, a public user can only read the posts on the board. The user needs to sign in to have write access for a post.

The Submit a Request option lets you submit a feedback request on one of the following public boards:

  • Process Apps
  • Virtual Assistants
  • Bugs

Customization is available to mark boards Private and make them available only for a group of people/or can add custom domains to make the boards available only for a few customers.

You can also track the status of the request under Roadmap.

Create a Post

To submit a request, follow these steps:

1. On the XO Platform home screen, click the Help icon.


2. Click the Submit a Request option on the dialog.

3. On the landing page, follow these steps:

a. To submit a request for Virtual Assistants, click the Virtual Assistants tab.

b. When the following page appears, create a post with these steps:

  • In the Create a Post window, select a category from the list.

  • Provide the title and detailed description.

  • (optional) Click the image icon and upload an image relevant to the post.

  • Click Create Post.

  • The created request appears on the screen with the provided title, description, and other details as shown below.

You can leave a comment, edit, or delete this post and also change its status.

Note: The Virtual Assistants feedback request created by you appears on the requests list.

To create a post for Process Apps and Bugs, select the respective option from the dropdown and follow the same steps as you did for Virtual Assistants.

Viewing the Progress Roadmap

You can track the status of the feedback request that you’ve created under Roadmap.

A request can be marked with the following status values:

  • Planned: The activity or action has been planned for the request.
  • In Progress: The activity or action is in progress.
  • Complete: The activity or action has been completed.

Based on the status marked for a request, it gets moved to the respective status category.

Custom Statuses 

  1. The admin can create a custom status which helps track a post.
  2. The status of a request can be viewed for each post thread.


  1. You can mark a post as a roadmap item via the admin console.

2 The Roadmap is fully-customizable and can be made public or private.