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Defining a Universal Bot

Universal bots facilitate a scalable, modular approach to bot building by helping you link several standard bots into one. The bot executes the tasks and functions of the linked bots by routing relevant utterances to the corresponding standard bots.

Once you publish a universal bot, changes made in the linked bots automatically reflect in the universal bot. As a creator or developer of a bot, you can add any bots (published and configured) to a universal bot and access their underlying tasks and functions. When you publish a universal bot, the end users can only access the tasks that are published in the linked bots.

Note: A universal Bot doesn’t own the linked bots, but it interprets the user utterances and maps them to the correct linked bots. The changes that you make to a linked bot task from inside the universal bot, such as training the task, are saved directly to the linked bot. Also, you cannot create any task for the universal bots except for customizing a default dialog task that gets created automatically with every universal bot.


Before starting with creating a Universal Bot, let us understand how Univeral Bots work and how they differ from the Standard Bots.

How the Universal Bot Responses Work

Universal bot responses vary with the number of bots and tasks that match the user intent along with their relevance (exact matches or suggestions). The Natural Language Processing (NLP) engine processes the utterances sent to the linked bots, detects the user intents, and ranks them based on relevance. As a developer, you can test and train the bot responses as explained in Test and Train the Universal Bot article. Follow the table below to understand how the universal bot responses operate in various possible NLP outcomes:

NLP Outcome Bot Response
Only one exact match found from any of the linked bots Executes the task with the exact match
Exact matches found in more than one bots Shows the names of the bots to the user and prompts them to select one
Exact matches found with two or more tasks of a single bot Shows all the matching tasks to the user and prompts them to select one
Suggestions found in more than one bot Shows the names of the matching bots to the user and prompts them to select one
Suggestions found with two or more tasks of a single bot Shows all the suggestions to the user and prompts them to select one
Only one suggestion found Shows the suggestion to the user asking if they would like to select it
No exact match or suggestion found Executes the universal bot’s default dialog in the specified language.

Standard Bots vs. Universal Bots

Universal Bots connect multiple Standard Bots into one single bot. They support most Standard Bot features with a few exceptions.

Enabled Features and Configurations

Universal Bots support the following features:

Note: This documentation assumes that you understand the fundamentals of standard bots and adds details only relevant to the Universal Bots. We recommend you to refer to the relevant standard bot documentation for help with the basics. The Feature column entries in the following table provide URLs to the standard bot documentation. The Learn more links in the Description column refer to the universal bot documentation.
Feature Description
Natural Language
Test and Train Since the universal bot links together standard bots, the Natural Language Processing (NLP) settings are optimized to accurately recognize the relevant bot and intent. You can test and train the universal bot like a standard bot with small differences. When you train the task it happens at the linked bot level. Learn more.
Standard Responses The universal bot will hold a limited set of standard responses that are relevant to bot level functions like greetings. Go to Natural Language > Standard Responses from the universal bot homepage to edit the relevant standard responses.
Batch Testing Universal bots only support testing Custom-defined utterances and not Developer-defined utterances and Succesful user utterances. The Custom-defined utterances test suites remain similar to the standard bots except that the JSON Dataset file that you upload should contain a bot name along with the intent and input for every test case. Also, the downloaded batch test report shows the results with corresponding bot names.
Default Dialog Universal bots come with a default dialog task that gets triggered for unidentified intents. You can customize this task or import a new one. Learn more.
Help When a user types Help during a chat, standard bot responds with the list of tasks that it can perform, allowing the user to select a task name to execute. When it comes to Universal bots, if a user types Help, the bot responds with the names of linked bots. The user cannot select or execute a task from the list.
Channel Configuration
All Universal bots do not obtain the channel configurations of the linked bots and need independent channel configuration. You can set up new channels for the universal bot independent of the linked bot channels. The published tasks in the linked bots execute from the universal bot channels. Learn more.
General Settings Universal and standard bots share the same general settings.
Language Management Universal bots do not obtain the enabled languages of the linked bots. You must enable default and additional languages for the universal bot. But when user utterances are made in an enabled language, the universal bot routes it to only those linked bot tasks that support the language. For example, if German is enabled for the universal bot and a user utters in German, the NLP engine looks for all the linked bot tasks that support German and sends the utterance to those tasks. Learn more.
Developer Share Works similarly to standard bots. Once you share a Universal Bot with other developers, they can link and unlink bots.
Change Logs Universal bot change logs record all the changes applicable to the standard bots, plus the following:

  1. Linking of a bot
  2. Un-linking of the bot
  3. Change to default dialog
  4. Publishing of default dialog
Delete bot Like standard bots, you can delete the unpublished universal bots.
Advanced Settings
Allow Hold & Resume You can select the options under No, do not allow Hold & Resume; Universal bots do not support Yes, allow users to hold the current task, execute another task and return back and resume the original task.
SDK as Channel Enabled
API Extensions
SDK toolkit Enabled with the following events – on message, on hook, on event, on alert
Agent Transfer Enabled
SDK as Channel Enabled
Chat History All the Universal Bot chats get recorded. Any initiated training will affect the individual linked bot.
All You can select one or more linked bots and publish the Universal Bot like any Standard Bot. Learn more.

Features Not Applicable to Universal Bots

Universal Bots do not support the following features:

  • Natural Language
    • Machine Learning Utterances
    • Synonym & Patterns
    • Ignore Words & Field Memory
  • Advanced Settings
    • Knowledge Graph Threshold
    • Auto Train
      Note: When a user utterance executes a linked bot task, the user utterance gets added to the Machine Learning-utterances of the linked bot if it has Auto Train set to On.
    • Sub-domain
    • Error Response
  • Apps and Agents
    • Agent Transfer
  • Dashboard
    • All
  • Import, Export Variable Management

In this section you can find:

  1. Creating a Universal Bot (more…).
  2. Customize the Universal Bot (more…)
  3. Enable languages for Universal Bot (more…)



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