Set Up Adaptive Cards in SmartAssist

You can use adaptive cards in messages that your SmartAssist virtual agent sends to contacts.  Adaptive cards are only supported on digital chat channels.

Developed by Microsoft, Adaptive Cards An icon of a square with an arrow pointing from the center out to the upper right corner. are a method of creating rich messagingClosed Elements in digital messaging such as buttons, images, menus, and option pickers. content. They're an open card exchange format that allows you to send UI content in a common and consistent way.  With Adaptive Cards, you can send interactive messages that are more complex and helpful than those containing only standard rich media elements.

Prerequisites

To use adaptive cards with SmartAssist, you must: 

  • Have access to your Amelia management console.
  • Have a working digital SmartAssist integration, complete with a digital script.
  • Use the Microsoft adaptive card designer, a tool that's embedded in the Amelia console.
  • Use a digital chat channel with SmartAssist.

Create an Adaptive Card in Amelia

You can Microsoft adaptive card designer, which is embedded in the Amelia management console.

  1. Log in to your Amelia virtual agent management console.
  2. Under Conversation Flows, click Custom Cards, then click Create New.
  3. Use the Microsoft Adaptive Card designer tool to create an adaptive card. Refer to the Microsoftdocumentation An icon of a square with an arrow pointing from the center out to the upper right corner. for assistance with the tool.
  4. Use the Microsoft Adaptive Card designer tool to create an adaptive card. Refer to the Microsoft documentation An icon of a square with an arrow pointing from the center out to the upper right corner. for assistance with the tool.
  5. In your adaptive card, assign a unique ID to every block that holds input from the contact. This includes text, times, numbers, dates, and so on. The adaptive card submit function uses the IDs to capture input from the contact.
  6. Click the floppy disk Icon of a floppy disk. to save your changes.

Create a DEB Flow for the Adaptive Card

You must assign your adaptive card to a Digital Employee Builder (DEB) flow in your Amelia management console.

  1. Log in to your Amelia virtual agent management console.
  2. Under Conversation Flows, click Conversation Flows.
  3. Select the folder where you want to create the new flow and click the page with a plus sign Icon of a document page with a plus sign. to create a flow.
  4. In the main flow window, click the plus sign Icon of a plus sign in a circle. in the space between two elements, then click Card in the pop-up menu.
  5. Select the new card element in the main window.
  6. In element properties in the right pane, change the card element's name.
  7. Select the adaptive card that you created previously from the Card drop-down list.
  8. Click the floppy disk Icon of a floppy disk. to save your changes.
  9. When you're ready, click Deploy to deploy the flow.

Test Amelia Adaptive Cards in Virtual Agent Hub

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. Click your SmartAssist virtual agent in the list on the left side of the page.
  3. In the Test panel, click Start with welcome intent. When the bot responds appropriately, continue to the next step. If the bot fails to respond appropriately, investigate and fix the issue.
  4. In the Type a message field, type the command run the workflow [name of adaptive card flow in Amelia].
  5. Confirm that the format of the adaptive card looks correct in the output of the Test pane. If it does not appear as you expect it to, return to Amelia and make corrections, then test again.

Modify the Studio Script to Send Adaptive Card

You must modify the script you use with SmartAssist to send the adaptive card.

  1. Log in to Studio and open the digital script you use with your SmartAssist virtual agent. The script must route through a digital chat channel.

  2. Right-click on the Textbot Exchange action to view its properties, then copy the variable name from the customPayloadVarName (out) property.

  3. Right-click on the Textmsg or Askcaller action and verify that the MessageFormat property is set to PromptSequence.

  4. In the Message property of Textmsg or Askcaller, paste the variable name copied from TEXTBOT EXCHANGE. Add .promptSequence.asjson() to the end of the variable and enclose it all in curly brackets. For example , {customPayloadFromBot.promptSequence.asjson()}.

  5. Save your changes.