This page is for administrators. It provides information about setting up Autopilot Amelia virtual agents to work in CXone Mpower. You can learn more about Autopilot Amelia and its supported options. You can learn more about the general process of setting up virtual agent integrations with CXone Mpower.
- CXone Mpower: CXone Mpower must have a configured
Various voice and digital communication mediums that facilitate customer interactions in a contact center. to use with the integration. - Virtual Agent Hub in CXone Mpower: Virtual Agent Hub holds the configuration information for connecting to your virtual agent A software application that handles customer interactions in place of a live human agent. provider, such as service account credentials.
- Studio scripts: You need at least one script that includes a virtual agent Studio action. The action must be configured with the connection information for your virtual agent. The point of contact for the channel you're using with the integration must be configured to use this script.
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Additionally, you can include the following options with your Autopilot Amelia virtual agent:
- Use CXone Mpower Recording to record Autopilot Amelia voice interactions.
- Use voice biometric authentication to verify the identity of contacts before they interact with your Autopilot Amelia virtual agent. For Autopilot Amelia, you must set up voice biometric authentication in Voice Biometrics Hub. It requires that you have a voice biometrics provider. You must also customize your Studio script to handle the voice biometrics flow.
- Use Adaptive Cards Platform-independent method of sending rich media content. on supported digital channels. Adaptive Cards are an enhanced rich media option.
Rich Media Support for Text Virtual Agents
If your channel supports it, you can include rich media Elements in digital messaging such as buttons, images, menus, and option pickers. content in the messages. The type of rich media that can be sent differs from channel to channel, as shown in the following table.
| Adaptive Cards | HTML & Markdown Text | Rich Link | Quick Replies | List Picker | Time Picker | Form message | |
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| Apple Messages for Business |
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Digital Chat |
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Uses fallback text |
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| Facebook Messenger |
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| Google Business Messages |
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Supported:
Not Supported:
Learn more about digital channel support for rich media.
When you want to include rich media content in text virtual agent responses, configure it in your virtual agent's management console. It should go in the configuration for each response that will send the rich media.
Rich media content is sent as JSON. When building your rich media JSON, follow the schema for the digital channel you're using. The schemas are different for each channel. Find the JSON for the media content you want to use, then add it to the response message configurations that you create in
Custom Scripting Guidelines
Before integrating a virtual agent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., you need to know:
- Which script you want to add a virtual agent to.
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The virtual agent Studio action you need to use.
- Where the Studio actions must be placed in your script flow.
- The configuration requirements specific to the virtual agent you're using.
- Provider-specific requirements. Autopilot has no provider-specific requirements. For Autopilot Amelia only, the script has the following requirements:
When nesting JavaScript within the JSON payload in Amelia virtual agents, use single quotes instead of escaping double quotes with a backslash ( \" ).
JSON structures must be "contentType": "dfoMessage", where the M in Message is capitalized. It won't work with a lower case m.
- How to complete the script after adding the virtual agent action. You may need to:
- Add initialization snippets as needed to the script using Snippet actions. This is required if you want to customize your virtual agent's behavior.
- Re-configure the Studio action Performs a process within a Studio script, such as collecting customer data or playing music. connectors to ensure proper contact flow and correct any potential errors.
- Use the OnReturnControlToScript branch to handle hanging up or ending the interaction. If you use the Default branch to handle hanging up or ending an interaction, your script may not work as intended. StandardBot behaviors. You can learn more about handling the end of the interaction in the online help about
- Complete any additional scripting and test the script.
Ensure that all parameters in the virtual agent actions you add to your script are configured to pass the correct data. The online help pages for the actions cover how to configure each parameter.
Additionally, ensure that you completely configure your virtual agent on the provider side. Verify that it's configured with all possible default messages. This includes error messages or messages indicating an intent has been fulfilled.
You may be able to obtain template scripts for use with virtual agent integrations from CXone Mpower Expert Services. If you need assistance with scripting in Studio, contact your Account Representative, see the Technical Reference Guide section in the online help, or visit the CXone Mpower Community 
site.
Supported Studio Actions
Use the Textbot ExchangeStudio actions in your scripts with Autopilot Amelia. If you're setting up a voice virtual agent with Autopilot Amelia, contact your CXone Mpower Account Representative for assistance.
The TextBot Exchange action is for complex virtual agents or for when you need to customize the virtual agent's behavior from turn to turn. It monitors the conversation between the contact and the virtual agent A software application that handles customer interactions in place of a live human agent. turn by turn. It sends each utterance What a contact says or types. to the virtual agent. The virtual agent analyzes the utterance for intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. and context and determines which response to give. TextBot Exchange passes the response to the contact. When the conversation is complete, the action continues the script.
