Elements

The Elements section within AI Studio allows you to enhance the agent's workflows by configuring reusable UI components that can be triggered through Rules. Rules let you define conditions like keywords, timing, or speaker roles that trigger actions during live interactions. When a rule is triggered, it activates an Element, which appears in the agent’s interface to guide their response. These elements allow you to deliver structured, real-time guidance to agents based on live customer interactions. Following is the list of elements you can use,

• Text Card Element: You can create text cards to display important information to agents during interactions. Text cards are visually rich and customizable with icons, colors, body text, and links. They help agents respond accurately and consistently by providing predefined guidance.

• Decision Tree Element: Use this to build structured interview flows. You can define sections, questions, and branching logic—ideal for guided data collection like insurance claims, mortgage applications, or troubleshooting steps. This element will be available later in the release cycle.

• Adaptive Card Element: If you need to display structured data from external systems (like CRM records), configure adaptive cards using JSON schemas. These cards offer more flexibility than plain text and support interactive content. This element will be available later in the release cycle.

• Checklist Card Element: Use this element when you want agents to follow a consistent sequence of steps, such as escalating issues, opening tickets, or updating CRM notes. This element allows you to guide agents through a predefined set of actions during an interaction. Each item in the checklist can be triggered based on keywords, timing, or the party speaking. Agents can mark each item as complete as they work through the interaction.

Manage Elements

1. Click the app selector and select AI Studio > Elements. The application displays the Elements interface.

Create New Text Card Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Text Card.

3. In the Configuration tab, do the following:

   1. In the Card Icon field, select an icon that represents the card.

   2. In the Icon Color field, select a color for the icon.

   3. In the Background Color field, choose a background color for the card.

   4. In the Title field, enter a title for the card.

   5. You can also add URLs for additional resources:

      • URL: Enter the link.

      • URL Label: Enter a descriptive label for the link.

      • Click Add URL to include multiple links.

4. Click the Preview tab to review how the text card will appear to agents.

5. Click Save as Draft to save without activating the text card.

6. Click Save and Activate to make the card available immediately.

Create New Adaptive Card Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Adaptive Card.

3. In the Configuration tab, do the following:

   1. In the Card Icon field, select an icon that represents the card.

   2. In the Icon Color field, select a color for the icon.

   3. In the Custom Card Location field, choose where the card will appear. The available options are:

      • Within Copilot Stream – Displays the element inline in the Copilot panel during interactions. Intended for real-time insights and quick actions.

      • As a Copilot Page – Makes the element available as a dedicated page in the Copilot menu. Intended for detailed or structured content that agents can open as needed.

   4. In the Enter JSON Schema Below field, paste or write the JSON schema that defines the card layout and content.

      Only text cards are supported. Interactive elements do not function when you validate the JSON schema.

      • Select Validate Script to check the schema.

      • If the schema is valid, the message Card validated appears.

      • If there is an error, correct the JSON and validate it again.

4. Select the Preview tab to review how the card will appear to agents.

5. Use the Sample Data Editor to test the card with sample data.

6. Click Save as Draft to save without activating the adaptive card.

7. Click Save and Activate to make the adaptive card available immediately.

Create New Decision Tree Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Decision Tree.

3. In the Configuration tab, do the following:

   1. In the Title field, enter the title for the card.

   2. In the Card Icon field, select an icon to represent the card.

   3. Under Card Attributes, configure the following:

      • Mode: Defines how the Decision Tree is presented to the agents, as a conversational interview or a form-based review experience in Copilot for Agents. Available options are:

        • Interview Mode:Renders the Decision Tree as a conversational interview. Copilot suggests questions and captures answers during the dialogue, minimizing manual typing.

        • Form Mode: Renders the Decision Tree as a form-based card. All questions in the current section are shown together so agents can review, edit, and complete fields before submitting.

      • Auto-Fill from Dialog: Enable this option to automatically populate decision tree fields based on the conversation.

      • Responsive Sequencing: Controls how strictly the agent experience follows the Decision Tree sequence versus adapting to the live conversation.

        • When disabled, the flow follows the question sequence defined in the Decision Tree configuration.

        • When enabled, the flow defaults to the defined question sequence but dynamically adapts to the customer conversation, automatically navigating to relevant sections or questions as needed.

      • Interview Tree Adherence: Select Conversation-driven navigation to allow jumping between sections based on customer responses.

      • Select Bot (From Mpower Agent Builder): Choose the bot that will handle the interaction.

      • Select Intent: Choose the intent within the bot that applies to this section.

      • Button Title: Enter the text for the button that completes the action (for example, Submit).

        If you are using AI Agents (Cognigy) as the bot platform:

        The Select Bot and Select Intent fields will not appear in the configuration. These options are only available for NiCE Bot Builder integrations.

4. In Section section, click Add Section.

   1. In the Section Details tab, enter a name of the section to add (for example, Personal Information) in the Section Title.

   2. Click Save.

   3. Repeat this step to add more sections as needed.

5. In the Section Fields tab, to add fields to the section, do the following,

   1. Click Add Field. This opens the New Field page.

   2. In the Field Name field, enter a unique name for the field. This name identifies the field internally

   3. In the Question field, enter the question that will be displayed to the agent. This is the prompt the agent will read during the interaction.

   4. In the Description field, enter additional details or context to help the agent understand the purpose of the question.

   5. Configure the bot integrations, in the Bot Slot field, select the bot slot that this field connects to. This ensures that the bot can process the response correctly.

   6. In the Slot Source field, enter the slot source in JSON format. This defines how the bot interprets and uses the data.

      If you are using AI Agents (Cognigy), the Bot Slot and Slot Source fields will not appear.

   7. Enable Required Field if the agent must collect this information before proceeding. This prevents skipping critical data.

   8. In the Validation Fields section:

      • Enter an Error Message Text that appears if the agent enters invalid data.

      • Select a Data Type for the field. Available options include:

        • Text Field: For free-text responses.

        • Integer: For numeric values.

        • Boolean: For Yes or No responses.

        • Date :Captures key dates. Supports manual agent entry and auto‑fill from the conversation, with required‑field validation. Display format follows the Copilot Profile's language and region, while the underlying value is stored in invariant YYYY‑MM‑DD format with year inferred from conversation context when needed.

        • Time:Captures relevant times. Supports manual agent entry and auto‑fill from the conversation, with the required‑field validation to ensure a valid time is captured.

        • Single Select: Allows the agent or Copilot to capture one value from a predefined list of options. Supports manual selection, auto‑fill from dialog, and validation to ensure exactly one option is chosen.

        • Multi Select: Allows the agent or Copilot to capture multiple values from a predefined list of options . Supports manual selection, auto‑fill from dialog, and validation to ensure all required selections are captured.

   9. Use the Dropdown Type field to enter the selectable values, separated by commas. In Single Select, agents or Copilot can choose exactly one of these options; in Multi Select mode, they can choose one or more options.

   10. Use Field Pre-Conditions to control when this field appears based on previous responses.

       • Select Display if or Do not display if. You can only choose one option per field.

       • Click Add Criteria and define the condition using operators such as:

         • Equals

         • Not Equals

         • Greater than (>)

         • Less than (<)

         • Greater than or equal to (>=)

         • Less than or equal to (<=)

         For example, display the field Passenger Injuries only if Vehicle Type equals Car Insurance.

       • Click Clear to remove all conditions if needed.

       • Select the Include AI Synonym checkbox to allow the application to recognize synonyms of the specified value when evaluating conditions.

6. Click Save.

Create New Checklist Card Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Checklist Card.

3. In the Configuration tab, do the following:

   1. In the Checklist Title field, enter the title that appears at the top of the checklist card. The title should describe the overall purpose of the checklist.

   2. In the Instruction Text field, enter guidance that explains what the agent should do when the checklist appears. This text helps the agent understand the context and expectations for completing the checklist items.

   3. Each checklist item represents a single action the agent must take. Click Add Step and configure the following fields for each step:

      • In the Checklist Item Namefield, enter a clear and concise description of the action the agent must complete. For example, “Escalate to a Supervisor” or “Open a Ticket.”

      • From the Activation Option menu, select how the checklist step is triggered. You can choose one of the following:

        • Keywords‑Based: The step triggers when specified keywords or phrases are detected in the conversation.

        • Time‑Based: The step triggers after a defined number of seconds from when the checklist appears.

   4. When you select Keyword-Based option following fields are enabled:

      • In the Add Keywords and Phrases field, enter one or more keywords or phrases that should activate the checklist item. These should match words agents or customers may use during the interaction.

      • In the Apply Rule When field, select the condition that determines when the step should trigger. Options include:

        • Any keyword or phrase is present

        • All keywords and phrases are present

        • Any keyword or phrase is missing

        • All keywords and phrases are missing

   • In the Party That Activates Item field, select the participant whose speech can activate the step. Options include:

     • Customer

     • Agent

     • Either Party

   5. When you select Time-Based option following fields are enabled:

      • In the Number of Seconds field, enter the amount of time, in seconds, after which the step should trigger automatically. The system calculates the trigger time based on when the checklist first appears.

   6. Repeat Steps from c to e to add as many checklist steps as needed. You can reorder steps using the drag handle or remove them using the delete icon.

4. Select the Preview tab to review how the card will appear to agents.

5. Click Save as Draft to save without activating the checklist card.

6. Click Save and Activate to make the checklist card available immediately.

Activate an Element

You can activate a Copilot Element to make it available for use in rules and workflows. When an element is active, it will appear in Copilot whenever the conditions you set are met.

1. In the Elements list, find the element you want to activate.

2. Check the Status column to confirm the element is currently inactive.

3. Click the More options icon () next to the element.

4. From the menu, select Activate. A success message appears, Element was activated successfully.

5. The element’s status changes to Active in the list.

Deactivate an Element

1. In the Elements list, find the element you want to deactivate.

2. Check the Status column to confirm the element is currently active.

3. Click the More options icon () next to the element.

4. From the menu, select Deactivate.

5. In the Are You Sure? dialog box, review the profiles that will be impacted. Click Deactivate to confirm. A success message appears, Element was deactivated successfully.

6. The element’s status changes to Inactive in the list.

Duplicate an Element

You can duplicate a Copilot element to create a new element with the same configuration. This saves time when you need similar elements with minor changes.

1. In the Elements list, find the element you want to duplicate.

2. Click the More options icon () next to the element.

3. From the menu, select Duplicate.

4. In the Duplicate Name dialog box, enter the details of the new element.

   1. In the Name field, enter a unique name for the duplicated element. If you enter a name that already exists, an error message appears, An element already exists with this name. Enter a different name.

   2. In the Division field, select the division for the new element.

5. Click Duplicate. A success message appears, Element was duplicated successfully.

6. The new element appears in the list with the status Inactive.