Inbox Live Bots
  • 10 Nov 2023
  • 2 minute read
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Inbox Live Bots

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Article Summary

The Inbox Live Bots feature uses machine learning techniques to offer answers to frequently asked questions. The bots are powered by "prompts" (not to be confused with prompts used with fields in Slate) that are collections of paired inputs and outputs. Slate evaluates these prompts using natural language processing, enabling it to respond to questions and provide appropriate answers. Bots can be used with the SMS Inbox feature. 

Creating a Bot

To create a bot:

1. Click Database on the top navigation bar. The Database page appears.

2. In the Communications section, click Bots. The Bots summary page appears.

Bots Link

 

3. Click New Bot. An Edit Bot popup appears.

4. Enter the following configurations:

  • Status: Set to Active.

  • Name: Provide an appropriate and recognizable name for the bot.

  • Language: Set to English.

5. Click Save. The new bot appears in the listing on the Bots summary page.

Create a Bot

Creating the Prompts

Prompts are categorized, and they include inputs and outputs. Each bot is restricted to a maximum of 500 prompts.

In the following example, a prompt for "Greetings" is created to include terms that users might enter or text to the bot (as inputs) and responses from the bot (as outputs).

To create a new prompt:

1. From the Bots summary page, click the bot name in the list. The summary page for the bot appears.

2. In the Prompts section, click New Prompt. An Edit Prompt popup appears.

3. Provide the following configurations: 

  • Name: Provide an appropriate and recognizable name for the prompt.

  • Input: Each input value is provided in a separate field. Enter the expected words, phrases, or questions in the Input field. If multiple inputs are desired, click Insert Input and enter the additional content in the field that appears. Repeat as necessary to configure all desired input values.

  • Output: Provide the desired bot response or answer. If multiple outputs are desired, click Insert Output, and enter the additional content in the field that appears. Repeat as necessary to configure all desired output values.

  • Follow-up Prompts: A follow-up prompt (to an existing prompt for this bot) can be added, directing the bot to offer additional prompts. If a follow-up prompt is desired, click Insert Follow-up Prompt. Enter an appropriate name for the follow-up prompt, and select the existing prompt from the list.

4. Click Save.

Edit Prompt Popup

 

Create as many prompts as needed.

Adding Sources

To streamline bot configuration, links to websites with existing FAQs can be added as sources for an Inbox Live Bot. The bot evaluates these existing questions and answers using natural language processing to facilitate answers to expected questions.

To add a source:

1. From the Bots summary page, click the bot name in the list. The summary page for the bot appears.

2. Click New Source. An Edit Source popup appears.

Adding Source

 

3. Provide the following configurations: 

  • Name: Provide an appropriate and recognizable name for the source.

  • URL: Enter the URL of the web page containing the FAQ.

4. Click Save. The source summary page appears.

Source Entry

 

The Status value appears as "Running..." as the questions and answers are imported from the FAQ. When the process completes, the Status value changes to "Succeeded," and the imported questions and answers appear.

5. Click Publish to convert the existing questions into prompts. A confirmation popup appears.

6. Click OK to confirm. A popup appears to confirm the publish action. Click OK. The new prompts from the source now appear in the Prompts list on the summary page for the bot.

FAQ Results

 

Updated Summary Page

Assigning a Bot to an SMS/Voice Device

If you have a number provisioned that you wish to assign to a bot, you can choose the bot in the settings for the individual SMS number on the Deliver Configuration page.

Bot Assignment


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