Add Rich Messaging Content

Rich messaging content includes options such as buttons, images, links, and so on. You can add rich message content to your bot's responses.

Some channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. don't support rich content. You can define a default rich messaging fallbackClosed A plain text alternative sent when the destination doesn't support rich media. for each rich messaging content type. You can also override the default any time you want. When you add a rich option to a bot response, you can create a different fallback response for it.

Concept Definition Example What the Bot Does
Message envelope icon

Utterance

Anything a contact says in an interaction. Sometimes called a message.

"I lost my password."

"What is my balance?"

"Are you a bot?"

 The bot uses Natural Language Understanding (NLU) to analyze each contact utterance to determine its meaning, or intent.
Magnifying glass icon

Intent

What the contact wants to communicate or accomplish. Every message the contact sends has an intent.

"I lost my password" has the intent of "reset password".

"Hello" has the intent of "greeting".

The bot analyzes a contact's message using NLUClosed This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. to determine the intent. Once it knows that, it can respond with a message of its own. You configure the response you want the bot to use for each intent.
Information icon

Entity

A defined piece of information in a contact's message. Person or product name, phone number, account number, location, and so on. The bot uses NLU to identify entities in a contact's message. Entities help the bot understand what the contact's message means.
Slot icon

Slot

An entity extracted from a contact's message and saved for use in bot responses. Similar to a variable. Creating a slot for contact name lets the bot use that name in responses during an interaction, making it more personal. When configured to do so, the bot extracts an entity from a contact message and saves it in a slot. You can have the bot use this information later in the conversation.
Rule icon

Rule

Defines a bot's response to messages that don't change meaning with context.
  • Single-turn interactions with fixed responses: What are your hours? What is your address?
  • Conversation building blocks: Greetings, good-byes, thank yous and transitions; simple yes/no questions; and acknowledgments. CXone Bot Builder comes with default intents and rules for several of these, including greetings, handoverClosed Any contact message that should trigger transfer to a live agent requests, and more.
  • FAQs
  • Insults and classic bot challenges
Rules are one of two ways you can configure how the bot responds to an intent. Rules are useful for certain kinds of intents, but not all intents.
Story icon

Story

Trains a bot to handle an interaction based on message intent and conversational context. In an interaction about a forgotten password, the bot would respond to, "How do I do that?" in one way. If the interaction were about creating a new account, the response would be quite different even though in both cases the contact is using the same words with the same intent – to get more information. Stories are the second of two ways you can configure how the bot responds to an intent. Stories teach the bot how to use the context of the conversation to respond appropriately.
Action icon, notated by three cogs

Bot Action

Anything a bot says or does while handling an interaction.

In an interaction about a forgotten password, the bot responds by sending the link to the password reset FAQ on the website.

When a contact expresses frustration, such as "I don't understand! It's not working!!!" the bot responds with "I'm sorry. Would you like me to transfer you to a human agent?" When the contact says yes, the bot initiates the transfer.

Actions are the options you have when defining how you want the bot to respond to each intent. They give you the flexibility to configure each response to achieve the outcome that meets the contact's needs.

Add Buttons

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.
  5. Locate the message you want to add a button to.

  6. Click Button A plus sign in a circle..

    Screenshot of the choices for creating a button.
  7. Enter a new button label to replace the default, New Button. This is the text the contact sees in the chat window. Label length is not globally restricted, but some channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. may apply a restriction. For example, Facebook Messenger has a limit of 20 characters. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.

  8. Click Trigger Intent or Open URL, depending on which action you want the button to perform. Complete the fields for the action you choose.

    Field Details
    Select intent

    Click the drop-down and choose the intent you want this button to trigger. This field is required.

    This option appears only for Trigger Intent.

    Select entity

    Click the drop-down and choose the entityClosed A piece of information gathered from the contact's messages during conversations with a bot. you want to use with this button. You must supply a value in the Fill entity value field.

    This field is optional. Use it if you want to fill an entity when this button is selected.

    This option appears only for Trigger Intent.

    Fill entity value

    Enter the value you want to fill the specified entity with when this button is tapped.

    This field is optional. It must be used with the Select entity field.

    This option appears only for Trigger Intent.

    URL

    Enter the complete URL you want to open when this button is tapped.

    This option appears only for Open URL.

  9. Click close A circle with two arrows pointing at each other inside. to hide the button's configurations.
  10. To add another button, click Button A plus sign in a circle. and repeat this process.

  11. Click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the fallback response if the message is being sent over a channel that doesn't support this rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. type.

  12. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

Add Quick Replies

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.

  5. Click Quick Reply A plus sign in a circle..

    Screenshot of the choices for creating a quick reply.
  6. Enter a new quick reply label to replace the default. This is the text the contact sees in the chat window. The length of this text is not globally restricted, but some channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. may apply a restriction. For example, Facebook Messenger has a limit of 20 characters. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.

  7. Click Trigger Intent or Send Text, depending on which action you want the bot to perform when this quick reply is tapped. If you choose to trigger an intent, complete the fields on the quick reply configuration form that appears.

    Field Details
    Select intent

    Click the drop-down and choose the intent you want this quick reply to trigger. This field is required.

    This option appears only for Trigger Intent.

    Select entity

    Click the drop-down and choose the entityClosed A piece of information gathered from the contact's messages during conversations with a bot. you want to use with this quick reply. You must supply a value in the Fill entity value field.

    This field is optional. Use it if you want to fill an entity when this quick reply is selected.

    This option appears only for Trigger Intent.

    Fill entity value

    Enter the value you want to fill the specified entity with when this quick reply is tapped.

    This field is optional. It must be used with the Select entity field.

    This option appears only for Trigger Intent.

    Send Text Click if you want the contents of this quick reply sent to the bot as the next contact message.

  8. Click close A circle with two arrows pointing at each other inside. to hide the quick reply's configurations.
  9. To add another quick reply, click Quick Reply A plus sign in a circle. and repeat this process.

  10. Click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the fallback response if the message is being sent over a channel that doesn't support this rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. type.

  11. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

Add a Card

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.

  5. In the middle panel, hover your cursor over the + icon on the left. It changes to the bot icon A robot head..

  6. From the actions menu that appears, select Cards.

    Screenshot of the choices for creating a card

  7. Click Select the image and select the image you want to add to the card. Images are optional.

  8. Delete the default Title text and enter the title for this card. This is a required field. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.

  9. Delete the default Description text and enter a description for this card. This is a required field. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.

  10. Click New Button. At least one button is required.

  11. Click New Card A plus sign in a circle. to add another card to the message. Repeat these steps.
  12. Click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the fallback response if the message is being sent over a channel that doesn't support this rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. type.
  13. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

Add a List Picker

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.

  5. In the middle panel, hover your cursor over the + icon on the left. It changes to the bot icon A robot head..

  6. Click List Picker, then click Options to view the default list option.

    Screenshot of the choices for creating a list picker.
  7. Delete the default Title and enter the title for this list item. This is a required field. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.
  8. Delete the default Description and enter a description for this card. This is a required field. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.

  9. Click Trigger Intent or Send Text, depending on which action you want the bot to perform when this list option is tapped. If you choose to trigger an intent, complete the fields on the quick reply configuration form that appears.

    Field Details
    Select intent

    Click the drop-down and choose the intent you want this list option to trigger. This field is required.

    This option appears only for Trigger Intent.

    Select entity

    Click the drop-down and choose the entityClosed A piece of information gathered from the contact's messages during conversations with a bot. you want to use with this list option. You must supply a value in the Fill entity value field.

    This field is optional. Use it if you want to fill an entity when this list option is selected.

    This option appears only for Trigger Intent.

    Fill entity value

    Enter the value you want to fill the specified entity with when this list option is tapped.

    This field is optional. It must be used with the Select entity field.

    This option appears only for Trigger Intent.

    Send Text Click if you want the contents of this list option sent to the bot as the next contact message.

  10. Click Add option A plus sign in a circle. to add another list option to the message. Repeat these steps.

  11. Click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the fallback response if the message is being sent over a channel that doesn't support this rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. type.
  12. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

Add Multimedia

Add only supported multimedia types. File sizes must be within supported limits.

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.

  5. In the middle panel, hover your cursor over the + icon on the left. It changes to the bot icon A robot head..

  6. Click Multimedia.

  7. Click Select a File, click the file you want to use, and click Open.
  8. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.

  5. In the middle panel, hover your cursor over the + icon on the left. It changes to the bot icon A robot head..

  6. Click Rich Link.

  7. Click Select the Image, click the file you want to use, and click Open.
  8. Delete the default Title text and add a new title for the link. You can use variables in this field by enclosing a slot name in curly brackets, such as {slot_name}.
  9. Delete the default URL and add the link you want this rich link to open. Use a complete URL that includes the http://.
  10. Press Enter to save your changes.
  11. Click the link A square with an arrow pointing from the center to the upper right corner. under the rich link message to test the URL you added. Make corrections if needed.
  12. Click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the fallback response if the message is being sent over a channel that doesn't support this rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. type.
  13. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.