Work with Flows

Flows allow you to create a visual representation of a conversation between your Mpower AgentClosed A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. and a contactClosed The person interacting with an agent, IVR, or bot in your contact center.. You can build a flow by adding contact messages and Mpower Agent responses. Mpower Agent responses in flows are made up of one or more Mpower Agent actions, just as they are in storiesClosed Used to train an Mpower Agent for interaction handling based on intent and context. or rulesClosed Used to define an Mpower Agent's response to messages that don't change with context..

Changes to your flow are saved automatically.

The flow canvas before any flows have been created.

Create a Flow

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

  2. Click the Mpower Agent you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. Click the Flows tab.
  5. Locate the folder your new flow should go in. You can also click the plus sign icon, indicated by a plus sign inside a circle., enter a name, and press Enter.
  6. Click Create flow.

  7. On the flow canvas, click the plus sign Icon of a plus sign in a circle. and select Intent.

    You can also begin your flow with any of the Mpower Agent actionsClosed What the bot can do on its turn in the conversation, such as send a message or fill a slot. available in the menu. If this flow will only ever be triggered by another flow, such as with a button or quick reply, you can use an Mpower Agent action to start the flow. If the Mpower Agent needs to choose this flow based on the context of the conversation, it should start with the Intent action.

  8. In the Customer may say field, enter a message a contact might send in the scenario you're working on, then press Enter. Agent Builder analyzes the message and displays its intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. prediction with its confidence level for that prediction.
  9. If the predicted intent is correct, click the checkmark Icon of a checkmark.. If it's not, click the predicted intent to expand the list, then select the correct intent and click the checkmark Icon of a checkmark.. You can also click the trash can Icon of a trash can. in the field to delete the message and try again.

  10. Click the plus sign Icon of a plus sign in a circle. and choose an action as the Mpower Agent's response. All available options except Intent are Mpower Agent actions.

  11. Configure the selected Mpower Agent action following the directions on the Add Mpower Agent Responses for Flows page.

  12. Add other Mpower Agent actions to the Mpower Agent's responses, if necessary.
  13. If the Mpower Agent's response includes added quick replies or buttons that trigger intents, complete the flow for those branches. Add Mpower Agent actions and other contact messages (Intent actions) until each branch ends.
  14. Continue the flow by adding other intents and Mpower Agent responses to every branch you create. Only add intents that fit within the context of the flow.
  15. When you're finished making changes, click Train and Stage to update your Mpower Agent modelClosed Version of a bot that has been trained and staged to test this change.

Generate a New Flow by Using AI

If you are creating a new flow, you can use AI to generate the flow. Simply type in a description of what you would like the flow to do, and let the Agent Builder Copilot build the flow for you.

Note the following:

  • The Flow Designer must be empty to use the Agent Builder Copilot. If you have already designed or started designing a flow, the Agent Builder Copilot is not available.

  • Be as specific as possible when writing the prompt for the flow to generate.

  • The Agent Builder Copilot builds the flow, creating the intents and other nodes of the flow. The nodes are often defined as scripts. You will need to fine tune the intents and scripts to meet your specific needs. When you edit a script, the script editor provides a copilot where you can use AI to ask questions about the generated script or request changes to the script.

    The script editor copilot is part of a Controlled Release program. Contact your Account Representative if you're interested in knowing more.

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

  2. Click the Mpower Agent you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. Click the Flows tab.
  5. Locate the folder your new flow should go in. You can also click the plus sign icon, indicated by a plus sign inside a circle., enter a name, and press Enter.
  6. Click Create flow.

  7. Click the Open Copilot The Open Copilot icon that is blue with a white sparkle image. icon. The Agent Builder Copilot appears.

  8. In the text box at the bottom of the Agent Builder Copilot, use natural language to ask the copilot to generate a flow and then press Enter. For example:

    Create a flow that fetches weather information for a city and country. You will receive city and country code as input for the payload variable. Make the code minimalist.

    The AI-generated flow appears on the flow canvas.

    The Flow Designer with an AI-generated flow in the left panel and the request for the flow in the right panel.

    You cannot fine-tune the flow by asking a follow up question in the Agent Builder Copilot at this time.

  9. Evaluate the generated flow and look for places that require manual fixes. For example, check any generated scripts and fine tune as needed.

    1. Click Options configuration icon with three stacked arrows pointing left or right. to view the code generated for a script.

    2. To use AI to edit the script, click Script Editor. The Agent Copilot panel appears.

      Use the Agent Copilot panel to learn more about the generated script or request changes to the script. For example, you can ask to adjust the wording of a message.

      The Script Editor with the Agent Copilot panel displayed on the right, with a request to remove the apology from the error message.

      The script is adjusted as you requested.

      An updated code snippet that shows the apologetic text removed from the error message.

      When editing scripts, you can continue asking the copilot to fine tune the script. You are not limited on the number of adjustments that can be made.

      To use AI to edit the script, click Script Editor. The Agent Copilot panel appears.

      Use the Agent Copilot panel to learn more about the generated script or request changes to the script. For example, you can ask to adjust the wording of a message.

  10. Use AI to automatically generate examples for intents.

    1. Click on a generated intent in the flow. A window appears where you can fine tune the intent.

    2. Click the The sparkle icon that indicates you can generate suggested examples for the intent. icon to generate a list of suggested examples for the intent.

    3. Click Add All to use all examples, or hand select the generated examples to use.

  11. Continue fine-tuning the flow as needed by editing the components.
  12. When you're finished making changes, click Train and Stage to update your Mpower Agent modelClosed Version of a bot that has been trained and staged to test this change.

Flow Designer Controls

The flow designer canvas offers a number of controls to help you. You can use these at any time when creating contact and Mpower Agent messages.

Shows a flow design in progress, along with various controls and tools for the designer

  • When you hover over blank parts of the canvas, the cursor appears as a hand Icon of a hand-shaped cursor.. You can use the hand to grab the canvas and move it around to quickly see a different part of the flow. The flow mini-map in the lower right corner shows you where the flow bubbles you're viewing are in relation to the whole canvas. This can be very helpful when you're working on long or complex flow designs.

  • When you hover over a message bubble, two icons appear to the left of the bubble. Click the six vertical dots Icon of two vertical rows of three dots. to move that bubble on the canvas. The bubble maintains its connections to the rest of the flow. Click the trash can Icon of a trash can in a red circle. to delete that bubble.

    If you delete a bubble that starts a branch, you will delete the entire branch. A confirmation dialog helps you avoid doing this by accident.

  • Under each message bubble is a small clock Icon of a clock.. Click this icon to set a number of seconds for which your Mpower Agent should appear to be typing. This can help make the Mpower Agent seem more personal to the contact. If you use smart typing, the word Auto appears next to the clock.
  • Click the plus Icon of a plus sign. or minus Icon of a minus sign. on the toolbar at the bottom of the page to zoom in or out.
  • Click the four arrows pointing at each other Icon of four arrows pointing at a center point. on the toolbar at the bottom of the page to center the canvas on your flow.
  • Click the lock Icon of an unlocked padlock. to on the toolbar at the bottom of the page to prevent changes from being made to the flow.
  • Use your mouse wheel to zoom in and out on the flow canvas view.