GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
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
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
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
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
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
SDK Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Advanced Topics
  5. Universal Bot
  6. Customizing the Universal Bot’s Default Dialog Task

Customizing the Universal Bot’s Default Dialog Task

While a Universal Bot acts as a container for Standard Bots and has limited functionality. Listed here are the aspects that can be customized:

Default Dialog Task

Before you Begin

This article assumes that you understand the fundamentals of creating dialog tasks using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of dialog tasks, read Dialog Tasks.

Universal bots come with a built-in dialog task that triggers automatically for unidentified intents. You can customize this dialog task, or import another, but cannot replace it with other standard responses. You can add more nodes to the default dialog task to build a custom experience

Default Dialog Nodes

Nodes that can be added to universal bot are limited compared to the standard bots. Below is the list of nodes that can be added to the default dialog task in the universal bot:

  • Send a message
  • Ask a question
  • Ask for an entity
  • Make a service call
  • Run a JavaScript
  • Initiate Agent Transfer
  • Enable WebHook connections

Customize the Default Dialog

Follow these steps to customize the default dialog message:

  1. Open the universal bot for which you want to configure the default dialog.
  2. Select the Build tab from the top menu.
  3. Select Intelligence -> Default Dialog.
  4. Listed will be the default dialog – Intent Not Identified.
  5. Click to open the dialog. You will see an Intent and Message node already configured.
  6. You can customize the default dialog like any other dialog task adding the above-mentioned nodes.

Customizing the Default Dialog for an Enabled Language

If the Kore.ai NLP engine cannot recognize the user intent, the universal bot responds to the users with the default dialog. You must create language-specific versions of the default dialog for each enabled language so that such bot responses go in the users’ preferred language. Otherwise, the universal bot responds applies the default bot language regardless of the user’s preferred language. Learn more.

Event Handlers

Before you Begin

This article assumes that you understand the fundamentals of Event Handler functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Event Handling, read Event Based Bot Actions.

The ‘Events’ in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’

Variable Management

While building Universal bots you might want to propagate few values to the linked bots, like:

  • the environment details, when building multi-lingual bots, while migrating the universal bot from one environment to another.
  • the tenant values for scoping the bot intents.

Before you Begin

This article assumes that you understand the fundamentals of creating variables using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of variable management, read Using Bot Variables.

Variable Declaration

As with Standard bots, you can

  • Define Global and Content variables.
  • Enable the propagation of the variable value to a selected linked bot.
  • You can access these variables in the script using {{env.<variable-name}} and {{content.<variable-name>>}}
  • In case the variable name is defined in both linked and universal bot, Universal bot variable value would take precedence.

Sentiment Management

Before you Begin

This article assumes that you understand the fundamentals of Sentiment functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Sentiment Management, refer here.

The Sentiment Based Events in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’.

Digital Views

Before you Begin

This article assumes that you understand the fundamentals of Digital Views functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Digital Views, refer here.

The Digital Views in the Universal Bot allows you to view the desired information (via widgets) from various linked bots in a single UB panel so that you can get the relevant details without conversing with the bot.

You can create a panel in the Universal Bot and add Widgets from the linked bots. You cannot edit the widgets. You can perform only the following actions on the panel

  • Edit the panel name, display name, and icon
  • Add Widgets from linked bots
  • Remove a widget from the panel
  • Test a Panel
  • Delete a Panel

Customizing the Universal Bot’s Default Dialog Task

While a Universal Bot acts as a container for Standard Bots and has limited functionality. Listed here are the aspects that can be customized:

Default Dialog Task

Before you Begin

This article assumes that you understand the fundamentals of creating dialog tasks using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of dialog tasks, read Dialog Tasks.

Universal bots come with a built-in dialog task that triggers automatically for unidentified intents. You can customize this dialog task, or import another, but cannot replace it with other standard responses. You can add more nodes to the default dialog task to build a custom experience

Default Dialog Nodes

Nodes that can be added to universal bot are limited compared to the standard bots. Below is the list of nodes that can be added to the default dialog task in the universal bot:

  • Send a message
  • Ask a question
  • Ask for an entity
  • Make a service call
  • Run a JavaScript
  • Initiate Agent Transfer
  • Enable WebHook connections

Customize the Default Dialog

Follow these steps to customize the default dialog message:

  1. Open the universal bot for which you want to configure the default dialog.
  2. Select the Build tab from the top menu.
  3. Select Intelligence -> Default Dialog.
  4. Listed will be the default dialog – Intent Not Identified.
  5. Click to open the dialog. You will see an Intent and Message node already configured.
  6. You can customize the default dialog like any other dialog task adding the above-mentioned nodes.

Customizing the Default Dialog for an Enabled Language

If the Kore.ai NLP engine cannot recognize the user intent, the universal bot responds to the users with the default dialog. You must create language-specific versions of the default dialog for each enabled language so that such bot responses go in the users’ preferred language. Otherwise, the universal bot responds applies the default bot language regardless of the user’s preferred language. Learn more.

Event Handlers

Before you Begin

This article assumes that you understand the fundamentals of Event Handler functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Event Handling, read Event Based Bot Actions.

The ‘Events’ in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’

Variable Management

While building Universal bots you might want to propagate few values to the linked bots, like:

  • the environment details, when building multi-lingual bots, while migrating the universal bot from one environment to another.
  • the tenant values for scoping the bot intents.

Before you Begin

This article assumes that you understand the fundamentals of creating variables using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of variable management, read Using Bot Variables.

Variable Declaration

As with Standard bots, you can

  • Define Global and Content variables.
  • Enable the propagation of the variable value to a selected linked bot.
  • You can access these variables in the script using {{env.<variable-name}} and {{content.<variable-name>>}}
  • In case the variable name is defined in both linked and universal bot, Universal bot variable value would take precedence.

Sentiment Management

Before you Begin

This article assumes that you understand the fundamentals of Sentiment functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Sentiment Management, refer here.

The Sentiment Based Events in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’.

Digital Views

Before you Begin

This article assumes that you understand the fundamentals of Digital Views functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Digital Views, refer here.

The Digital Views in the Universal Bot allows you to view the desired information (via widgets) from various linked bots in a single UB panel so that you can get the relevant details without conversing with the bot.

You can create a panel in the Universal Bot and add Widgets from the linked bots. You cannot edit the widgets. You can perform only the following actions on the panel

  • Edit the panel name, display name, and icon
  • Add Widgets from linked bots
  • Remove a widget from the panel
  • Test a Panel
  • Delete a Panel
Menu